An Overview of Sybase SupportNow Plan Features
Sybase SupportNow Technical Support Plans provide telephone access to our Technical Support organization and a variety of other support services Specific features of these plans are highlighted in the table below:
| All Products | Designated Products* | |||
| Standard | Enterprise | Incident | Developer |
|
| Support Coverage | ||||
| Normal Business Hours | • |
• |
•
|
•
|
| After-hours support 24x7 for P1 (follow the sun) | • |
•
|
option | option |
| Local Contacts |
4 | 6 | n/a |
2 |
| Anywhere Global Contacts | option |
6 | n/a | n/a |
| Number of Cases | unlimited | unlimited | single or 10-pack | unlimited |
| Enterprise Support Team | n/a | • | n/a |
n/a |
| Response Time | P1<1 hr | P1<30 min | P1<4 hr | P1<4 hr |
| Priority Case Escalation | n/a | • | n/a |
• |
| Online Support Services | ||||
| Technical Library & Solved Cases Database |
•
|
•
|
•
|
•
|
| Solved Cases Access Contacts | 4 | 12 | n/a | n/a |
| Sybase Community Forums/Newsgroups |
•
|
•
|
•
|
•
|
| Electronic Case Management |
•
|
•
|
•
|
•
|
| Email Notification |
•
|
•
|
•
|
•
|
| Software Services | ||||
| New Version Releases |
•
|
•
|
option | option |
| Maintenance Releases | • |
priority
|
electronic | electronic |
| Personalized Support | ||||
| Account Management Services | n/a | • | n/a | n/a |
| Review Meetings | n/a | • | n/a | n/a |
| Alliance Support | n/a | option | n/a | n/a |
| Privilege Support** | option | n/a | n/a | n/a |
| ServiceNow Monitoring and Alerting** | option | option | n/a | n/a |
| *Available for designated products only. | ||||
| **Offered in most areas, availability may vary. | ||||
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