Objectivity/DB - Support Information

Print This Page

Support: For you and your objectives

Objectivity's client-proven support plans are tailored to you and your specific needs. That way, when you develop an application using Objectivity/DB, you know you can count on it.

Customer Categories
  • License Customers, who use Objectivity/DB internal to their organization.

  • Value Added Reseller [VAR] Customers, who embed Objectivity/DB within a commercial application.

    • Support Types
  • Base Support: access to new releases of Objectivity software and remote upgrade assistance for both License and VAR customers. Available in Basic, Standard and 24x7.

  • Custom Support: enhanced Standard and 24x7 Support.

    • Features at a glance
  • Support offerings for License Customers.

  • Support offerings for VAR Customers.

    • Support Policies
  • Support Policies on Fixes and Troubleshooting.

    • Top

    Support: Base Support

    Objectivity Base Support falls into three categories:

    BASIC SUPPORT
    Keeps you informed via email and Objectivity's Customer Support web site. New versions of software are made available free of charge when released.

    STANDARD SUPPORT (default)
    Available in two configurations:
  • Standard Development Support for License Customers. Includes all Basic Support features plus access to telephone support between 6:00am to 6:00pm PST. and access to the Support and InfoCenter Web sites. All new releases are made available at no additional charge as soon as they become available.

  • Standard Runtime Support for deployed VAR applications. Same as Standard Development Support but priced to reflect a reduced likelihood of problems once product shipments have begun.

    • 24x7 SUPPORT
    24 hour-a-day, 7 day-a-week access to Standard Development or Runtime Support service designed for clients whose applications MUST be available at all times. On-call support personnel can assist with problems up to and including modifying the customer database. To help ensure failure-free operation, an on-site pre-deployment review by a systems engineer is included.

  • Compare Support Types for License Customers

  • Compare Support Types for VAR Customers


    • Objectivity Support for License Customers

    Benefit
    Basic
    Standard
    24X7

    Support via email

    Yes

    Yes

    Yes

    Support via 800 number (6:00am-6:00pmPST)

     

    Yes

    Yes

    Web access to support database, tips and tools

     

    Yes

    Yes

    Assistance and troubleshooting for currently supported releases **

     

    Yes

    Yes

    Support for one custom release (includes fixes and enhancements)

     

     

     

    Fixes and enhancements scheduled to match customer deployment schedule

     

     

     

    Response time

    48 Hours

    48 Hours

    1 Hour

    New versions of licensed software containing fixes and enhancements when available

    Yes

    Yes

    Yes

    Technical bulletins

    Yes

    Yes

    Yes

    Pre-deployment review

     

     

    Yes

    24x7 critical service support***

     

     

    Yes

    PRICE****

    12%

    16%

    $50K

    * Requires purchase of Standard Support.
    ** Currently supported releases are restricted to the current release level, and one release level prior. Bug fixes and enhancements require upgrading to the most current release of Objectivity software (except Custom Support as described above).
    *** Available only for applications that have been deployed.
    **** Price per year. Prices given in percentages are based on list prices of covered products at the beginning of the calendar year.
    To be eligible to purchase either 24x7 or Custom Support Agreement a customer must be current with all Standard maintenance and support fees for a given application. Pricing for Custom Support is in addition to the pricing of either Standard or 24x7 Support.
    Note: Custom Support is available upon request, and requires the purchase of Standard Support. Contact Objectivity for pricing.

    Objectivity Support for VAR Customers

    Benefit
    Basic
    Standard Development
    Standard Runtime
    24X7

    Support via email

    Yes

    Yes

    Yes

    Yes

    Support via 800 number (6:00am-6:00pmPST)

     

    Yes

    Yes

    Yes

    Web access to support database, tips and tools

     

    Yes

    Yes

    Yes

    Assistance and troubleshooting for currently supported releases **

     

    Yes

     

    Yes

    Support for one custom release (includes fixes and enhancements)

     

     

     

     

    Fixes and enhancements scheduled to match customer deployment schedule

     

     

     

     

    Response time

    48 Hours

    48 Hours

    48 Hours

    1 Hour

    New versions of licensed software containing fixes and enhancements when available

    Yes

    Yes

    Yes

    Yes

    Technical bulletins

    Yes

    Yes

    Yes

    Yes

    Pre-deployment review

     

     

     

    Yes

    24x7 critical service support***

     

     

     

    Yes

    PRICE****

    12%

    16%

    12%

    $50K
    * Requires purchase of Standard Support.
    ** Currently supported releases are restricted to the current release level, and one release level prior. Bug fixes and enhancements require upgrading to the most current release of Objectivity software (except Custom Support as described above).
    *** Available only for applications that have been deployed.
    **** Price per year. Prices given in percentages are based on list prices of covered products at the beginning of the calendar year.
    To be eligible to purchase either 24x7 or Custom Support Agreement a customer must be current with all Standard maintenance and support fees for a given application. Pricing for Custom Support is in addition to the pricing of either Standard or 24x7 Support.
    Note: Custom Support is available upon request, and requires the purchase of Standard Support. Contact Objectivity for pricing.

    Top

    Support: Custom Support

    When you choose Standard or 24x7 Support, you have the option of purchasing the Custom Support Agreement Option, which "locks in" a custom release.

    That means your customized version of Objectivity/DB – including any special feature sets – will be maintained at your request. You will receive technical support, troubleshooting and fixes, even if your custom release is no longer regularly supported. (By contrast, customers with Basic, Standard, and 24x7 Support must upgrade to the most current software version to obtain recent fixes.)

    Note that a Custom Support Agreement can only be added to a Standard Support Agreement.

  • Compare Support Types for License Customers

  • Compare Support Types for VAR Customers


    • Support: Support Policies

    CUSTOM SUPPORTBASE SUPPORT
    All three Base Support levels – Basic, Standard, and 24x7 Support – are available to License and VAR customers.
    They offer:
  • Access to new releases of Objectivity software as well as remote access to upgrade assistance.

  • Troubleshooting assistance for the most recent major version of Objectivity Software, plus the immediately prior major version.

  • Maintenance releases containing fixes for known bugs and feature enhancements are provided for the most recent major release.

    • Customers covered by Basic, Standard or 24x7 Support agreements must upgrade to the most current software version to obtain recent fixes.

    CUSTOM SUPPORT
    Standard and 24x7 Support may be enhanced by choosing the Custom Support Agreement Option. Customers who purchase the Custom Support Agreement Option are "locking in" a custom release. They receive technical support, troubleshooting, and fixes for that custom release even if the release is no longer considered a currently supported release.
  • Compare Support Types for License Customers

  • Compare Support Types for VAR Customers


    • Support: Support Center

    EMAIL AND ONLINE SUPPORT
  • All customers under current maintenance support agreements may access our Customer Support Site.

  • If you have not received a password, please contact Objectivity Customer Support at 1-800-SOS-OBJY (1-800-767-6259).

  • For our mutual protection, we never send or request passwords via email.

    • TELEPHONE SUPPORT
  • Customers who have purchased the Basic Support offering are not eligible for telephone support.

  • Customers who have purchased Standard, 24x7 or Custom Support may also receive support by calling
    1-800-SOS-OBJY (1-800-767-6259).