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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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