Enterprise Active Support gives you maximum flexibility and speed to market so you can face the challenges of “Digitalization”.
In addition to product bug fixes with Enterprise Active Support the focus is on proactive support thereby maximizing the value you get from our software as quickly as possible. EAS helps you accelerate your digital journey from product installation, needs analysis, upgrade support, one-on-one “meet the expert” sessions and operations reviews through to expedited, round-the-clock problem resolution services.
View our Fact Sheet for an overview of Enterprise Active Support. Additional information is provided below.
Enterprise Active includes the following services:
- Phone and Web support during regular business hours for your company’s support hub (View Support Directory)
- Product updates and fixes
- Knowledge Center: Search for Early Warnings and Fixes.
- Incident Management Portal: Search for Knowledge Base articles and your company’s Support Incidents.
- Products section: Contains product documentation, the Software Download Center , Product Version Availability information, early product announcements, and product upgrades.
- Contact Support section: Includes eService, offering the ability to submit new Support Incidents, attach diagnostic information, and check the status of existing requests.
- An Escalation Path, should you need to discuss issues that may not be product related, or request additional priority or resources be allocated to your Support Incident(s).
- 24×7 initial response from Software AG Global Support for critical and standard incidents within the defined reaction time. During after-Business-Hours and on non-Business Days all communication will be in English only.
- Resolution plan within four hours of receipt of Crisis incident.
- Prioritized queuing of support incidents (identical severity levels only).
- Unlimited number of Authorized Technical Contacts (ATCs) – (normally restricted to 7 for Standard Support customers).
- Multi-region support
Enterprise Active Support Service Expectations
The following support severities and reaction measures are used to classify the incidents of Enterprise Active Customers. These classifications ensure consistent treatment of incidents handled by Software AG Global Support. Software AG Global Support will determine the appropriate severity level according to the following table:
For further details of the support deliverables for Enterprise Active, please see the Enterprise Active Support Terms and Conditions available here.
See the Enterprise Premium Support Services Overview for information on Global Support Service offerings to customize your experience with a range of additional services.
*This information is provided for informational purposes only and is subject to change. Deliverables may vary by contract.