 |
In addition to local PDS support by native speaking PDS engineers, flexera offers a number of maintenance plans that are fine-tuned to meet your specific needs. Each maintenance plan is per licensed user and allows you to submit unlimited support requests for 12 months.
Maintenance Plans are available for current flexera products.
The flexera Maintenance Plan is the smartest way to buy. When you include a maintenance plan in your purchase, you get the latest version of your software free on release via download or physical delivery, saving time and freeing you from purchase order red tape. The Maintenance Plan includes:
- A complete, paid upgrade to your flexera product guaranteed for twelve months from purchase date
- No extra shipping costs
- No purchase order hassles for new releases
- A convenient way to budget for upgrades annually
You'll be notified when a new release is available and
have the choice of immediately downloading a copy, receiving physical media
through the mail, or both. And when you order your plan, you'll receive a
convenient Subscription Card to record your Subscription Plan Number and
review plan details. You can even transfer the plan to another member of
your organization if your responsibilities change.
Lock in your upgrade pricing today and receive your new release automatically. Buy the smart, convenient way - with an flexera Maintenance Plan!
Just add the Maintenance Plan to your cart when purchasing an update or full product at the PDS Shop
Order InstallShield products today and join the Maintenance Plan today!
The Maintenance Plan includes:
| The Yearly Maintenance Plans include: | Bronze | Silver | Gold* |
| All available paid upgrades to your product, guaranteed for twelve months from purchase date |
 |
|
|
| Protection against price increases for the duration of your plan |
|
|
|
| Renewal notices sent automatically, to insure your plan against expiration |
|
|
|
| A Maintenance Plan Card detailing all benefits and plan specifics |
|
|
|
| 24 x 7 access to Knowledge Base |
|
|
|
| 24 x 7 access to product Web Communities |
|
|
|
| Sample Code, Sample Projects, and White Papers |
|
|
|
| Technical Webinars / Online Product Demonstrations |
|
|
|
| Unlimited Web-based requests using mySupport |
|
|
|
| Unlimited telephone support requests |
|
|
|
| Access to priority support channels for quickest service |
|
||
| Priority involvement in Beta Programs |
|
||
| Hours of operations | Designated Time Zone | Designated Time Zone | 24X5 |
| Initial Response Time | 16 Business Hours | Per Severity Chart Below |
* Not available for the InstallShield 11 Express Edition
Lock in your upgrade pricing today and automatically receive all new releases for a full year shipped to you free of charge. If your responsibilities change, the plan is transferable to another member of your organization (call for details). Buy the smart, convenient way - with a Maintenance Plan!
| Severity* | Initial Response Time |
| Severity 1 | 4 business hours |
| Severity 2 | 4 business hours |
| Severity 3 | 8 business hours |
| Severity 4 | 16 business hours |
| *The severity level of a service request will be set according to the severity definitions established in the contract. The flexera Support personnel will have responsibility for ensuring proper setting of the severity levels for each service request. |
| Add-On Offering* | Definition | Hours | Initial Response Time | Status Reports | Escalation Path |
| Technical Account Manager | Designated TAM to act as liaison on all customer issues | Designated Time Zone | Per Service Level |
|
|
*The add-on offering is available for customers with a Silver or Gold maintenance agreement.