{"id":3972,"date":"2025-11-26T06:22:05","date_gmt":"2025-11-26T10:22:05","guid":{"rendered":"https:\/\/www.softwareag.com\/?page_id=3972"},"modified":"2026-01-05T12:06:53","modified_gmt":"2026-01-05T16:06:53","slug":"standard-maintenance-support","status":"publish","type":"page","link":"https:\/\/www.softwareag.com\/es\/support\/standard-maintenance-support\/","title":{"rendered":"Standard Maintenance &amp; Support"},"content":{"rendered":"<div class=\"wp-block-group alignwide is-layout-flow wp-block-group-is-layout-flow\">\n<p>With Standard Maintenance &amp; Support, along with Standard Support Services*, you get:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Phone\/Web support during regular business hours for your company&#8217;s support hub (<a href=\"https:\/\/www.softwareag.com\/es\/support\/#directory\" target=\"_blank\" rel=\"noreferrer noopener\">View Support Directory<\/a>)<\/li>\n\n\n\n<li>Product updates and <a href=\"https:\/\/empower.softwareag.com\/KnowledgeCenter\/Product_Fixes\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Fixes<\/a><\/li>\n\n\n\n<li>Access to Empower, the <a href=\"https:\/\/empower.softwareag.com\/Products\/DownloadProducts\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Software Download Center<\/a>y <a href=\"https:\/\/techcommunity.softwareag.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">TECHCommunity<\/a>. Empower is designed to help you quickly resolve problems or questions, and features these areas:\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/empower.softwareag.com\/KnowledgeCenter\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Knowledge Center<\/a>: Search for Early Warnings and Fixes.<\/li>\n\n\n\n<li><a href=\"https:\/\/empower.softwareag.com\/ContactSupport\/JSM\/ICO_Landing_Page.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Portal de gesti\u00f3n de incidentes<\/a>: Search for Knowledge Base articles, and your company&#8217;s Support Incidents.<\/li>\n\n\n\n<li><a href=\"https:\/\/empower.softwareag.com\/Products\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Productos<\/a>&nbsp;section: Contains <a href=\"http:\/\/documentation.softwareag.com\" target=\"_blank\" rel=\"noreferrer noopener\">documentaci\u00f3n del producto<\/a>,&nbsp;the&nbsp;<a href=\"https:\/\/empower.softwareag.com\/Products\/DownloadProducts\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Software Download Center<\/a>, <a href=\"https:\/\/empower.softwareag.com\/Products\/ProductAvailability\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Product Version Availability information<\/a>, early product announcements,&nbsp;and product upgrades.<\/li>\n\n\n\n<li><a href=\"https:\/\/www.softwareag.com\/es\/support\/#contact\" target=\"_blank\" rel=\"noreferrer noopener\">Contacto<\/a>&nbsp;section: Includes eService, offering the ability to submit new Support Incidents, attach diagnostic information, and check the status of existing requests.&nbsp;<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Seven (7) Authorized Technical Contacts (ATCs)<\/li>\n\n\n\n<li>An <a href=\"https:\/\/empower.softwareag.com\/GeneralSupportInfo\/EscalationMgmt\/default.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Escalation Path<\/a>, should&nbsp;you need to discuss issues that may not be product related, or request additional priority or resources be allocated to your Support Incident(s).<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-flow wp-block-group-is-layout-flow\">\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-service-expectations\">Service Expectations<\/h2>\n\n\n\n<p>The following support severities are used for classifying issues. These classifications ensure consistent treatment of issues handled by Software AG Global Support Services. Software AG Global Support Services will determine the appropriate severity level and action timelines according to the following table, and customer-specific contract provisions.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2560\" height=\"681\" src=\"https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/standard_Maintenance-scaled.png\" alt=\"table of standard maintenance support at Software AG\" class=\"wp-image-3989\" srcset=\"https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/standard_Maintenance-scaled.png 2560w, https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/standard_Maintenance-300x80.png 300w, https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/standard_Maintenance-1024x273.png 1024w, https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/standard_Maintenance-768x204.png 768w, https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/standard_Maintenance-1536x409.png 1536w, https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/standard_Maintenance-2048x545.png 2048w, https:\/\/www.softwareag.com\/app\/uploads\/2025\/11\/standard_Maintenance-18x5.png 18w\" sizes=\"auto, (max-width: 2560px) 100vw, 2560px\" \/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-group alignwide is-layout-flow wp-block-group-is-layout-flow\">\n<p>It is recommended that crisis requests&nbsp;be&nbsp;reported by phone to obtain best possible service in crisis situations.<a href=\"https:\/\/empower.softwareag.com\/Products\/ProductAvailability\/default.aspx\"><\/a><\/p>\n\n\n\n<p>See the <a href=\"https:\/\/www.softwareag.com\/es\/support\/enterprise-premium-support-services\/\" target=\"_blank\" rel=\"noreferrer noopener\">Enterprise Premium Support Services Overview<\/a> for information on&nbsp;new Global Support Service offerings to customize your experience with a range of additional services.<\/p>\n\n\n\n<p><em>*This information is provided for informational purposes only and is subject to change. Deliverables may vary by contract. The current service description for Standard Support is available <a href=\"https:\/\/www.softwareag.com\/es\/support-policies\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>.<\/em><\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>With Standard Maintenance &amp; Support, along with Standard Support Services*, you get: Service Expectations The following support severities are used for classifying issues. These classifications ensure [&hellip;]<\/p>","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-3972","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>Standard Maintenance &amp; Support | Software AG<\/title>\n<meta name=\"description\" content=\"Discover the advantages of Standard Maintenance &amp; Support services, including phone and web assistance during business hours.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.softwareag.com\/es\/support\/standard-maintenance-support\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Standard Maintenance &amp; 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