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One page summary

On this page you will see summary page for all the technical support plans.

BASIC SUPPORT STANDARD SUPPORT PREMIUM SUPPORT 24/7 SUPPORT 24/7 SUPPORT
TIME FRAME Annual / 3 years Annual / 3 years Annual / 3 years Annual / 3 years Per Incident
Form of Support
Pricing 1st year FREE*
1 year: US$ 209
3 years: US$ 595
1 year: US$ 319
3 years: US$ 897
1 year: US$ 419
3 years: US$ 1193
1 year: US$ 1540
3 years: US$ 4389		 US$ 419
Supported Products All products that are not EOL products. Per Serial Number. All products that are not EOL products. Per Serial Number. All products that are not EOL products. Per Serial Number. All products that are not EOL products. Per Serial Number. All products that are not EOL products. Per Serial Number.
Support via E-Mail
Support via Phone
EMEA: +49 (89) 800777-16
US: +1 (678) 666-2880
EMEA: +49 (89) 800777-16
US: +1 (678) 666-2880
EMEA: +49 (89) 800777-16
US: +1 (678) 666-2880
24/7: +1 (877) 572-5134
24/7: +1 (877) 572-5134
Forums
Knowledge Base
Product Updates
Remote Support
Small Updates
Available 24 hours per 7 days
Severity 1 8 hours after submitting a support ticket 8 hours after submitting a support ticket 4 hours after submitting a support ticket 4 hours after submitting a support ticket or contacting support line 4 hours after contacting support line
Severity 2 Up to 48 hours or more after submitting a support ticket Next business day after submitting a support ticket 8 hours after submitting a support ticket 8 hours after submitting a support ticket or contacting support line n/a
Severity 3 Up to 48 hours or more after submitting a support ticket Up to 48 hours or more after submitting a support ticket Next business day after submitting a support ticket Next business day after submitting a support ticket or contacting support line n/a
Upgrade from Basic Support**
3 years: US$ 396		 1 year: US$ 106
3 years: US$ 699		 1 year: US$ 210
3 years: US$ 995		 1 year: US$ 1331
3 years: US$ 4190
* Not applicable to the Open-E DSS V7 Lite and V6 Lite
** Available upgrades to your FREE Basic Support plan
Geographical division:
Territory: North and South America Europe, Asia, Africa and Australia
Covered by: American Support team EMEA Support Team
Time: 9AM EST - 5PM PST (East and West Coast Time Zones) 9:00 - 17:00 (German time)
Exclusions: Weekends and USA public holidays. Weekends and German public holidays.