On-Call Support
Sometimes you need a little extra help. On-Call Support provides direct access to a Named Support Engineer acting as a single point of contact with a unique combination of in-depth product experience, troubleshooting skills, and access to the full complement of Software AG tools and resources.
Get access to technical help, no matter the hour, no matter the severity of the problem. Any issue will get prompt attention.
What do I get?
With this offer, you will benefit from:
- Improved productivity minimizing the risk of service disruption in a cost-effective way
- Prompt attention and action to solve issues so schedules and expectations are met
- Single point of contact
This is a time boxed activity of eight (8) consecutive hours for a single Software AG product family. You may purchase multiples of this offer.
Who benefits from the On-Call Support Service?
On-Call Support is beneficial not only for critical incidents that must be solved before the start of the next business day, but for short-term projects such as:
- Product/version upgrades
- Initial product installs and ramp-up
- Go-live/production cut-overs
More details
仕組み
- Software AG works with you to determine whether weekday or weekend support is required and the agreed timeframe.
- You get access to a Named Support Engineer during the agreed timeframe.
- The Named Support Engineer will have access to other Software AG resources, as required, to address issues that may arise.
- Software AG Management will be informed of any crisis or critical support incidents.
Service Results
A support ticket outlining the events during the support period.
End-of-Maintenance Extension
After a product version has reached 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.
We don’t offer the services “Enterprise Active Support with Named Contact”, “Advanced Designated Engineer” and “Designated Engineer” anymore. Those service offerings are terminated.
For more information about these Enterprise Premium Support Services please contact your account executive.