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Standard Support (Annual / 3 years)


Time Frame: Annual 3 years
Price: US$ 319.00 US$ 897.00
Form of Support: Email
Phone: EMEA: +49 (89) 800777-16 US: +1 (678) 666-2880

Description:

Standard Support (Annual / 3 years) allows you to receive assistance regarding your technical issues or questions for your Open-E DSS V7, V7 Lite, V6 or V6 Lite product. Standard Support gives you access to the Open-E User Portal where you can report your problem and a support ticket will be created. An Open-E support engineer will contact you as soon as possible, depending on your indicated severity level.

During the purchase of a Standard Support license you can only assign it to one serial number of your Open-E DSS V7, V7 Lite, V6 or V6 Lite product. The license will be valid for your selected period of 1 or 3 years from the end date of your last purchased support license. When there’s no active license you may purchase 1 or 3 years of support beginning at the date of support purchase.

Upgrade:

Time Frame: Annual 3 years
Upgrade to Standard Support: US$ 106.00 US$ 699.00

You are always entitled to upgrade to a higher support plan. Moreover, Annual Standard Support can be upgraded only from the Annual Basic Support plan and the 3 years Standard Support can be upgraded from (Annual / 3 years) Basic Support or the Annual Standard plan. Upgrades are offered at a special price and will be valid for one or three years from the time your current Support plan was activated.

REMEMBER! All products must be registered before Standard Support can be purchased.

Other benefits:

Access to Open-E Forums included
Access to Open-E Knowledge Base included
Access to New Releases included
Remote Support not included
Small Updates not provided

Severity levels and Response Times:
Response times are based on customer indicated severity levels.

Severity 1 8 hours after submitting a support ticket
Severity 2 Next business day after submitting a support ticketm
Severity 3 Up to 48 hours or more after submitting a support ticketm

For more information about severity levels please visit: Severity Levels and Response Times

Territory coverage:

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.