Technical Support

Solidcore offers three forms of maintenance contracts and customer advocacy support (CAS). The services packaged with each of these plans and their availability is as outlined below:

Value

This package is offered by default to all customers who purchase Solidcore products and includes:

• Product Updates - Free proactive notification of Solidcore product updates.
• Email - Free technical guidance on Solidcore product features and functionality via email. Solidcore Customer Advocacy Support guarantees a response within 48 business hours of receipt of your email.

Plus

This package is optionally available to all customers for purchase in addition to the default Value plan and also includes:

• Toll-free Telephone - For live on-demand support to help resolve your inquiries promptly.

Premier

This package is optionally available to all customers for purchase in addition to the default Value plan and includes all coverage provided by the Value and Plus plans, and also includes:

• Dedicated Specialist - For truly personalized assistance with product support, configuration, performance analysis and proactive recommendations by a PTS specialist who is highly familiar with your Solidcore investment and deployment on an on-demand live basis.
• Scheduled Conference Calls - For periodic updates and guidance on, analysis of and resolution of your Solidcore investment with your Dedicated Specialist.

         

Customer Advocacy Support (CAS)	Value	Plus	Premier@
CAS Availability (Hours X Days)	8 X 5	12 X 7	24 X 7
Cas Timings in Local Time	8am - 6pm Mon-Fri	6am - 6pm Sun-Sat	12am - 11:59 pm Sun-Sat
Product Updates	•	•	•
Web Support	•	•	•
Case Acknowledgement During CAS Timings	4 hrs	2 hrs	1 hr
Toll-free Hotline for Case Reporting	•	•	•
Hotline Case Acknowledgement Time Outside CAS Timings	8 hrs	4 hrs	1 hr
Dedicated Case Engineer	NA	NA	•
Scheduled Conference Calls	NA	NA	•

Legend
•	Available
NA	Not Available
@	Onsite presence for Customer Advocacy Support Premier Coverage may be required at Licensor’s expense, however, all data related to Functional Products must be provided by the Licensee prior to considering this option.