The Borland Support and Maintenance Offerings include the following three levels:
| Premium | Advantage | Software Assurance | |
|---|---|---|---|
| Includes New Releases | Yes | Yes | Yes |
| # Of Incidents | Unlimited | Unlimited | 3 per License |
| # of Contacts | 5 per contract | 2 per contract | 2 per contract |
| Critical Fixes | Yes | No | No |
| 24x7 Support | Optional | No | No |
| Global Support | Optional | No | No |
Premium
The highest level annual agreement for Support and Maintenance.
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Unlimited incidents for the covered Borland Product(s)
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Access to support for up to five Authorized Contacts
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Access to all product updates and upgrades released during the term of the agreement
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Product updates and upgrades delivered by electronic transfer or on CD-ROM
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Phone access to the Borland Support Center during regional business hours
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Access to the Borland online knowledgebase
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Online support incident submittal and tracking; full access to Borland Support Online
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Highest priority for submitted support incidents
- Critical failure support, whereby a patch may be provided to the customer for critical situations where a deployed system is inoperable
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Defined response time goals, linked to the support incident's severity
Add-on Services for Premium
The following services are available as Add-on service to a Premium agreement:
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24x7 Emergency Support
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Extended Support for de-supported products
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Global Support
Advantage
A medium level annual agreement for Support and Maintenance.
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Unlimited incidents for the covered Borland Product(s)
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Access to support for up to two Authorized Contacts
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Access to all product updates and upgrades released during the term of the agreement
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Product updates and upgrades delivered by electronic transfer or on CD-ROM
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Phone access to the Borland Support Center during regional business hours
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Access to the Borland online knowledgebase
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Online support incident submittal and tracking; full access to Borland Support Online
Software Assurance
A base level annual agreement for Support and Maintenance.
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3 incidents annually per covered Borland Product License
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Access to support for up to two Authorized Contacts
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Access to all product updates and upgrades released during the term of the agreement
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Product updates and upgrades delivered by electronic transfer or on CD-ROM
-
Phone access to the Borland Support Center during regional business hours
-
Access to the Borland online knowledgebase
-
Online support incident submittal and tracking; full access to Borland Support Online
-
The support element of the service is provided until the predefined number of incidents has been used or 12 months have elapsed, whichever comes first. The maintenance element of the service is always provided for the full 12 months
Incident Support
Single incident support is available for certain Borland development tools. This provides customers with phone access to Borland Support Engineers during business hours.