Support and Maintenance Options
ScaleOut Software offers customers several options for support and maintenance plans on a subscription basis for an annual fee. These plans provide you with important benefits, and we strongly suggest you subscribe to one of them so your product is supported and you can receive the latest software updates and enhancements.
The table below summarizes the features of our support and maintenance plans.
| Feature | Standard Support & Maintenance | Gold Support & Maintenance | Platinum Support & Maintenance |
|---|---|---|---|
| Versions supported | 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 |
| Non-error support | 6 support cases/year | 10 support cases/year | Unlimited support cases |
| Hot fixes and minor releases | Yes | Yes | Yes |
| New Major releases | Yes | Yes | Yes |
| Priority for enhancement requests | Medium | High | Highest |
| Response time for support requests | 6 hours, if within normal service hours | 4 hours, if within normal service hours | 2 hours, if within normal service hours |
| Emergency reporting | No | Yes, within Gold extended service hours. | Yes, within Platinum extended service hours. |
| Response time for emergency support requests | 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 | 200 | 300 |
| Pricing | 25% of license fees / year | Standard Support subscription + $19,995/year | Standard 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 |
| Extended service hours | N/A | 8:30 AM - 5:30 PM Sat and 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.
