| Options |
|
Standard |
|
Enhanced |
|
Premium |
|
| Telephone/Web/Email Support |
| Monday-Friday |
|
|
 |
|
|
|
|
|
| Online Self service tools available 24x7 with advanced web case repoting and tracking |
|
|
|
|
|
|
|
| Self-learning knowledge base |
|
|
|
|
|
|
|
| New Versions |
|
|
|
|
|
|
|
| 1 primary contact and 1 backup contact |
|
|
|
|
|
|
|
| more than 1 additional primary and back up contact |
|
|
|
|
|
|
|
| Assigned Support Engineer (ASE) |
|
|
|
|
|
|
|
|
| Dedicated Support Engineer (DSE) |
|
|
|
|
|
|
|
|
| Quarterly onsite reviews |
|
|
|
|
|
|
|
| 10days of onsite training |
|
|
|
|
|
|
