Support

Objectivity Support Options

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

 

Developer Support

If you are looking for support for our products, please visit the following: Objectivity Developer Network

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 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

 

Service Level Features

 

Standard

 

24x7

 

Custom

 

Assistance via email  

X

X

 
Assistance via 800 number (8:00am-5:00pm PST)  

X

X

 
Web access to support database, tips and tools  

X

X

 
Troubleshooting for current Version and the immediately prior Version  

X

X

 
Ongoing custom assistance, Troubleshooting, Bug Fixes for one specific Release      

X

Bug Fixes scheduled to match customer deployment schedule      

X

Response time  

48hr

1hr

 
New Updates, Releases, and Versions when available  

X

X

 
Technical bulletins  

X

X

 
Pre-deployment review    

X

 
24x7 critical service support    

X

 
Annual, Prepaid Annual Maintenance Fee  

20%

Special Quote

Special Quote