Technical Support Policies and Procedures
Catalog row in Vendor License Sources · Cited
- Kind
- Policy
- Format
- Applies to
- Support levels, Support Liaisons, platform release lifecycle, renewal rules and the end of support for on-premises software from 2027-01-01. English PDF technical-support-policy-and-procedures_english_08-2025.pdf, "Update Published August 2025".
- Aliases
- Technical Support Policy
- Evidence
- Only customers with an active Technical Support subscription receive services
- Technical Support must be renewed for all licensed Products or none
- Support can be discontinued for past-due invoices and is reinstated on payment
- From 2027-01-01 full support for on-premises software ends
- Extended Lifecycle Support is available for up to 24 months from 2027-01-01 to 2028-12-31
- Extended Lifecycle Support is a Tech Support Extension SKU limited to security patches and assistance
- Each platform release is supported for three years
- Over-deployment found in a compliance case is referred to the Account Executive
- Only designated Support Liaisons may contact Technical Support
- Support is sold per DSI, a metadata database or related set of them
- Extended, Premier and Elite Support are add-ons to Standard Support on a per DSI basis
- Standard Support includes two Support Liaisons
- Elite Support allows eight Support Liaisons and 24/7 telephone support for P1 and P2