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 Home > Support > About Support > Designated Product Plan
Designated Product Plans
For customers using products and
development tool products.
During development, you need a certain
level of technical support. But you may not need the same level of support required
in product or mission-critical environments. We offer SupportNow Incident, Developer
and Enterprise Developer plans to fit your development needs. Specific features
of these plans are highlighted in the
table below:
- Incident Plan
: Provides case-based support during business
hours. Optional software updates are available.
- Developer
Plan: Includes unlimited
support cases during business hours and access to online support services. Optional
software updates are available.
- Enterprise
Developer Plan: Provides
Developer plan components plus priority response times and priority access to the
Enterprise Technical Team, and proactive services such as account management and
regular review meetings. This plan can also be enriched with personalized options.
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Enterprise
Developer |
Developer |
Incident |
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Support Coverage |
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Normal Business Hours |
•
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•
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•
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After-hours support |
option |
option |
option |
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Number of Contacts |
2 |
2 |
NA |
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Number of Cases |
unlimited |
unlimited |
single or pack |
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Enterprise Support Team |
• |
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Response Time |
P1<30 min |
P1<4 hrs |
P1<4 hrs |
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Priority Case Escalation |
• |
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Online Support |
•
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•
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•
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Software Services |
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New Version Releases |
option |
option |
option |
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Maintenance Releases |
priority |
• |
• |
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Personalized Support |
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Account Management |
• |
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Review Meetings |
• |
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Alliance Support |
option |
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Purchasing Support
If you are interested in purchasing a SupportNow Plan, you have several options:
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