In addition to the award-winning resources of our support Web site, Acresso 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 the duration of your plan.
Maintenance Plans are only available for current products and can only be purchased as part of a bundle with a current Acresso product. If you own a previous version of an Acresso product, these bundles are also available at special upgrade pricing. At this time, new Maintenance Plans cannot be purchased separately.
For Maintenance Renewals, please contact your Renewals Account Representative or preferred Acresso reseller.
| The Yearly Maintenance Plans include: |
Bronze * |
Silver |
Gold ** |
| Unlimited telephone support requests |
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| Access to priority support channels for quickest service |
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| Priority involvement in Beta Programs |
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| Automatic notification of and access to all product updates (free) and upgrades (chargeable for non-Maintenance-Plan-holders) for 12 months |
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| A Maintenance Plan Card detailing all benefits and plan specifics |
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| 24 x 7 access to Knowledge Base |
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| 24 x 7 access to product Web Communities |
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| Sample Code, Sample Projects, and White Papers |
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| Technical Webinars / Online Product Demonstrations |
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| Unlimited Web-based requests using eService |
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| Hours of operations |
Designated Time Zone |
Designated Time Zone |
View Chart for Details |
| Initial Response Time |
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16 Business Hours |
Per Severity Chart Below |
* Not available for InstallAnywhere
** Not available for the InstallShield Express Edition
Lock in your upgrade pricing today and automatically receive all new releases for a full year. 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 |
Gold Plan Only - Hours of Operations
| Products |
Hours of Operations |
| FLEXnet Manager, FLEXnet Publisher, AdminStudio, FLEXnet Connect |
24x5 |
| InstallShield, InstallAnywhere, Single License Products |
Priority Queing on Designated Time Zone |
Designated Time Zone Details For your specific time zone, please refer to the Location nearest to you.
| Products |
Location
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Hours of Operations |
| FLEXnet Publisher, FLEXnet Manager |
California
(United States west coast) |
8 AM - 6 PM PST, Monday through Friday |
| FLEXnet Publisher, FLEXnet Manager, FLEXnet Connect, InstallShield |
United Kingdom |
6 AM to 6 PM GMT, Monday through Friday |
| AdminStudio, FLEXnet Connect, InstallShield, InstallAnywhere |
Illinois
(central United States) |
8 AM to 5 PM CST, Monday through Friday |
