Objectivity/DB FeaturesObjectivity Supports 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.
STANDARD SUPPORT
- Includes email and telephone support between 6:00am to 6:00pm PST
- New releases and versions of Objectivity software
- Access to the Objectivity support web site.
24X7 SUPPORT
- 24 hours a day, 7 days a week access to Standard 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.
Note that a 24x7 Support Agreement is in addition to a Standard Support Agreement.
CUSTOM SUPPORT
- Standard or 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. (By contrast, customers with Standard Support must upgrade to the most current software version to obtain recent fixes.)
Note that a Custom Support Agreement is in addition to a Standard Support Agreement.
Compare Support Options for License and VAR Customers
| Service Level Features, License Customers | Standard |
24x7 1 |
Custom |
Assistance via email |
|
|
Available |
Assistance via 800 number (6:00am-6:00pm PST) |
|
|
Available |
Web access to support database, tips and tools |
|
|
Available |
Troubleshooting for current Version and the immediate prior Version 2 |
|
|
Available |
Ongoing custom assistance, Troubleshooting, and Bug Fixes for one specific Release |
|
|
|
Bug Fixes scheduled to match customer deployment schedule |
|
|
|
Response time |
48 hrs or less |
Within 1 hr |
Available |
New Updates, Releases, and Versions when available |
|
|
Available |
Technical bulletins |
|
|
Available |
Pre-deployment review |
|
|
Available |
|
|
Available |
|
Annual, Prepaid Maintenance Fee 3 |
18% |
$50K |
Special Quote |
- Available only for applications which have been deployed.
- Currently supported versions are restricted to the current major version, and one major version prior. Bug fixes and enhancements require upgrading to the most current release of Objectivity software (except Custom Support as described above).
- Price per year. Prices given in percentages are based on list prices of covered products at the beginning of the maintenance period. To be eligible to purchase either 24x7 or Custom Support Agreement a customer must be current with all Standard maintenance and support fees. Contact Objectivity for Custom Support pricing.
Contact Support
EMAIL AND ONLINE SUPPORT
- All customers under current maintenance support agreements may access the Customer Support Site (requires login).
- If you have not received a password, please contact Objectivity Customer Support:
- Objectivity Support, via Online Contact Form
- or phone Objectivity Support at
1-800-SOS-OBJY (1-800-767-6259) or
1-408-992-7101.
TELEPHONE SUPPORT
- All customers may also receive support by calling
1-800-SOS-OBJY (1-800-767-6259) or +1-408-992-7101.
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Objectivity/DB Features