|
|
|
|
|
| Online Support |
| KnowledgeBase |
x |
x |
|
| Webtrends SupportNet |
x |
x |
|
| Documentation |
x |
x |
x *** |
| Support Services |
| Telephone Support during normal business hours |
x |
x |
|
| Priority Routing of Issues and Inbound Phone Inquiries |
x |
|
|
24 X 7 Telephone Support
After-hours pager support for Severity 1 and Severity 2 issues only. One-hour targeted response time. |
x |
|
|
| Designated toll-free number(limited to certain countries) |
x |
|
|
| Online Support Request - during normal business hours |
x |
x |
|
| Targeted 1-hour response |
x |
|
|
| Targeted 4-hour response |
|
x |
|
Remote diagnostics
(initiated with client authorization only) |
x |
x |
|
Named Key Contacts
(Additional contacts are available to purchase for Premium Care customers) |
10 |
4 |
|
| Product Maintenance |
| Hotfixes and Inline Releases |
x |
x |
x |
| Service Packs |
x |
x |
|
| New Versions |
x |
x |
|
Access to Beta Product
(not a guarantee of acceptance) |
x |
x |
|
