Support and Maintenance Options
ScaleOut Software offers customers several options for support and maintenance. Our Standard Support is provided to all customers and is included as part of the software license fee. We also offer optional plans on a subscription basis for an annual fee. The optional plans provide you with important benefits, and we strongly suggest you subscribe to one of them.
The table below summarizes the features of our support and maintenance plans.
| Feature | Standard Support | Optional Support & Maintenance | Gold Support & Maintenance | Platinum Support & Maintenance |
|---|---|---|---|---|
| Versions supported | Current major version | Current major version plus prior major version maintenance release | Current major version plus prior major version maintenance release | Current major version plus prior major version maintenance release |
| Error correction | Yes | Yes | Yes | Yes |
| Non-error support | No | 6 support cases/year | 10 support cases/year | Unlimited support cases |
| Hot fixes and minor releases | Yes | Yes | Yes | Yes |
| New Major releases | No | Yes | Yes | Yes |
| Priority for enhancement requests | Low | Medium | High | Highest |
| Response time for support requests | 24 hours, if within normal service hours | 6 hours, if within normal service hours | 4 hours, if within normal service hours | 2 hours, if within normal service hours |
| Emergency reporting | No | No | Yes, within Gold extended service hours. | Yes, within Platinum extended service hours. |
| Response time for emergency support requests | N/A | N/A | 3 hours if emergency request during Gold extended service hours | 3 hours if emergency request during Platinum extended service hours |
| Maximum servers + clients supported | Number licensed | Number licensed | 200 | 300 |
| Pricing | Included with software license | 25% of license fees / year | Optional Support subscription + $19,995/year | Optional Support subscription + $49,995/year |
| Normal service hours | 8:30 AM – 5:30 PM M-F Pacific Time |
8:30 AM – 5:30 PM M-F Pacific Time |
8:30 AM – 5:30 PM M-F Pacific Time |
8:30 AM – 5:30 PM M-F Pacific Time |
| Extended service hours | N/A | N/A | 8:30 AM – 5:30 PM Sat – Sun Pacific Time |
All hours other than normal service hours |
For more information on our support and maintenance plans please talk with your ScaleOut Software representative, or download a detailed description of our plans.
