{"id":3977,"date":"2025-11-26T06:05:25","date_gmt":"2025-11-26T10:05:25","guid":{"rendered":"https:\/\/www.softwareag.com\/?page_id=3977"},"modified":"2026-01-05T11:57:51","modified_gmt":"2026-01-05T15:57:51","slug":"enterprise-premium-support-services","status":"publish","type":"page","link":"https:\/\/www.softwareag.com\/en\/support\/enterprise-premium-support-services\/","title":{"rendered":"Enterprise Premium Support Services"},"content":{"rendered":"\n<div class=\"wp-block-group alignwide sag-cards-row sag-cards-row-icons is-layout-flow wp-block-group-is-layout-flow\" style=\"margin-top:var(--wp--preset--spacing--xl);padding-bottom:var(--wp--preset--spacing--l)\">\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-on-call-enterprise-premium-support-services-at-software-ag\" style=\"margin-top:48px;margin-bottom:var(--wp--preset--spacing--m)\">On-Call Enterprise Premium Support Services at Software AG<\/h2>\n\n\n\n<p>Sometimes you need a little extra help.\u202fOn-Call\u202fSupport with enterprise premium support services at Software AG provides direct access to a\u202fNamed\u202fSupport\u202fEngineer\u202facting as a single point of contact\u202fwith a unique combination of in-depth product experience, troubleshooting skills, and access to\u202fthe\u202ffull complement of Software AG tools and resources.\u202f<\/p>\n\n\n\n<p>Get access to technical help, no matter the hour or the severity of the problem. Any issue will get prompt attention. Enterprise premium support services at Software AG ensure this high level of responsiveness.\u202f<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-f7d19e04 wp-block-columns-is-layout-flex\" style=\"padding-top:var(--wp--preset--spacing--m)\">\n<div class=\"wp-block-column has-white-color has-black-background-color has-text-color has-background has-link-color wp-elements-4edec0140c4a1107cc1c1b1cd94a6209 is-layout-flow wp-block-column-is-layout-flow\">\n<h4 class=\"wp-block-heading has-white-color has-text-color has-link-color wp-elements-fcadd0e5f08e8fa6958364659e62ae12\" id=\"h-what-do-i-get\"><strong>What do I get?<\/strong><\/h4>\n\n\n\n<p>With this offer, you will benefit from:\u202f\u202f<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Improved productivity minimizing the risk of service disruption in a cost-effective way<\/li>\n\n\n\n<li>Prompt\u202fattention\u202fand action to solve issues so schedules and expectations are met\u202fthrough enterprise premium support services at Software AG<\/li>\n\n\n\n<li>Single point of contact\u202f\u202f<\/li>\n<\/ul>\n\n\n\n<p><em>This is a time boxed activity\u202fof\u202feight (8)\u202fconsecutive\u202fhours\u202ffor a single Software AG product family.\u202fYou may purchase multiples of this offer.\u202f\u202f<\/em><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column has-white-color has-black-background-color has-text-color has-background has-link-color wp-elements-fa5b2aeb6dfcfe0c56ac60a21d6dc91d is-layout-flow wp-block-column-is-layout-flow\">\n<h4 class=\"wp-block-heading has-white-color has-text-color has-link-color wp-elements-192e9ce42f856afeaf5085a73dad15db\" id=\"h-who-benefits-from-the-on-call-support-service\"><strong>Who benefits from the On-Call Support Service?<\/strong><\/h4>\n\n\n\n<p>On-Call\u202fSupport is beneficial not only for critical incidents that must be solved before the start of the next business day, but for short-term projects\u202fsuch as:\u202f\u202f<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Product\/version upgrades<\/li>\n\n\n\n<li>Initial product installs and ramp-up\u202f\u202f<\/li>\n\n\n\n<li>Go-live\/production cut-overs\u202f<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-f7d19e04 wp-block-columns-is-layout-flex\" style=\"padding-top:var(--wp--preset--spacing--m)\">\n<div class=\"wp-block-column has-white-color has-black-background-color has-text-color has-background has-link-color wp-elements-65018e83eedee2e1cf61fd5710e119f1 is-layout-flow wp-block-column-is-layout-flow\">\n<h4 class=\"wp-block-heading has-white-color has-text-color has-link-color wp-elements-27822bdd88d2684ececd37b5faa10efc\" id=\"h-more-details\">More details<\/h4>\n\n\n\n<details class=\"wp-block-details has-white-background-color has-background is-layout-flow wp-block-details-is-layout-flow\" open><summary>How it works<\/summary>\n<ol class=\"wp-block-list\">\n<li>Software AG works with you to determine whether weekday or weekend support is required and to agree on the timeframe with their enterprise premium support services.&nbsp;<\/li>\n\n\n\n<li>You get access to a Named Support Engineer during the agreed timeframe.&nbsp;<\/li>\n\n\n\n<li>The Named Support Engineer will have access to other Software AG resources, as required, to address issues that may arise.&nbsp; <\/li>\n\n\n\n<li>Software AG Management will be informed of any crisis or critical support incidents.&nbsp;<\/li>\n<\/ol>\n<\/details>\n\n\n\n<details class=\"wp-block-details has-white-background-color has-background is-layout-flow wp-block-details-is-layout-flow\" open><summary>Service Results<\/summary>\n<p>A support ticket outlining the events during the support period.<\/p>\n<\/details>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group alignwide sag-cards-row sag-cards-row-icons is-layout-flow wp-block-group-is-layout-flow\" style=\"margin-top:var(--wp--preset--spacing--xl);padding-bottom:var(--wp--preset--spacing--l)\">\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-end-of-maintenance-extension\" style=\"margin-top:48px;margin-bottom:var(--wp--preset--spacing--m)\">End-of-Maintenance Extension<\/h2>\n\n\n\n<p>After a product version has reached the end of maintenance, you may opt for an End of Maintenance Extension to ensure high availability in mission-critical environments. This gives you the flexibility and freedom to stay fully supported and includes access to fixes while scheduling upgrades.<\/p>\n\n\n\n<div data-wp-interactive=\"core\/file\" class=\"wp-block-file\"><object data-wp-bind--hidden=\"!state.hasPdfPreview\" hidden class=\"wp-block-file__embed\" data=\"https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/SAGSupportPolicy_Final-2.pdf\" type=\"application\/pdf\" style=\"width:100%;height:600px\" aria-label=\"Embed of SAGSupportPolicy_Final (2).\"><\/object><a id=\"wp-block-file--media-a447f1ee-67b1-4852-aa3a-40c22266a0e8\" href=\"https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/SAGSupportPolicy_Final-2.pdf\">SAGSupportPolicy_Final (2)<\/a><a href=\"https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/SAGSupportPolicy_Final-2.pdf\" class=\"wp-block-file__button wp-element-button\" download aria-describedby=\"wp-block-file--media-a447f1ee-67b1-4852-aa3a-40c22266a0e8\">Download<\/a><\/div>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>We don\u2019t offer the services &#8220;Enterprise Active Support with Named Contact&#8221;, \u201cAdvanced Designated Engineer\u201d and \u201cDesignated Engineer\u201d anymore. Those service offerings are terminated.&nbsp;<\/p>\n\n\n\n<p>For more information about these Enterprise Premium Support Services, please get in touch with your account executive.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>On-Call Enterprise Premium Support Services at Software AG Sometimes you need a little extra help.\u202fOn-Call\u202fSupport with enterprise premium support services at Software AG provides direct access [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":0,"parent":855,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-3977","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Enterprise Premium Support Services at Software AG | Software AG<\/title>\n<meta name=\"description\" content=\"Enhance your productivity with enterprise premium support services at Software AG. 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