Developer Support Offerings

Abstract: Available programs for Developer Support

CodeGear Support and Maintenance plans are available in conjunction with any CodeGear software license purchase. There are three levels of plans: Software Assurance, Advantage, and Premium.

  Software Assurance Advantage Premium
Includes New Releases Yes Yes Yes
# of Incidents 3 per License Unlimited Unlimited
# of Contacts 1 2 5
Critical fixes No No Yes

Software Assurance

The base level annual agreement for Support and Maintenance. Service features are:

  • 3 incidents annually per covered CodeGear Product License
  • Access to all product updates and upgrades released during the term of the agreement
  • Product updates and upgrades delivered by electronic transfer or on CD-ROM
  • Phone access to the CodeGear Support Center during regional business hours
  • Access to the CodeGear online knowledgebase
  • Online support incident submittal and tracking; full access to CodeGear Support Online
  • The support element of the service is provided until the predefined number of incidents has been used or 12 months have elapsed, whichever comes first. The maintenance element of the service is always provided for the full 12 months

Advantage

The medium level annual agreement for Support and Maintenance. Service features are:

  • Unlimited incidents for the covered CodeGear Product(s)
  • Access to support for up to two Authorized Contacts
  • Access to all product updates and upgrades released during the term of the agreement
  • Product updates and upgrades delivered by electronic transfer or on CD-ROM
  • Phone access to the CodeGear Support Center during regional business hours
  • Access to the CodeGear online knowledgebase
  • Online support incident submittal and tracking; full access to CodeGear Support Online

Premium

The highest level annual agreement for Support and Maintenance. Service Features are:

  • Unlimited incidents for the covered CodeGear Product(s)
  • Access to support for up to five Authorized Contacts
  • Access to all product updates and upgrades released during the term of the agreement
  • Product updates and upgrades delivered by electronic transfer or on CD-ROM
  • Phone access to the CodeGear Support Center during regional business hours
  • Access to the CodeGear online knowledgebase
  • Online support incident submittal and tracking; full access to CodeGear Support Online
  • Highest priority for submitted support incidents
  • Critical failure support, whereby a patch may be provided to the customer for critical situations where a deployed system is inoperable
  • Defined response time goals, linked to the support incident?s severity
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