Response times typically vary from 2-8 business hours depending on the severity of your issue. However, response time is not guaranteed.
No, we do not force upgrades on you. You can continue using PowerBuilder 2017 in 2018 or 2019 for example, and migrate at your own pace (assuming you don't want to stay in one version until the end of time). Of course, we encourage you to migrate at least when the version is EOL so you can continue to get tech support and bug fixes from us.
Appeon PowerBuilder 2017 customers will be serviced by Appeon (not by SAP). Please note that Appeon is not permitted to provide tech support for any previous versions of PowerBuilder. In certain regions, Appeon may engage localization partners to provide tech support services in local language.
In typical circumstances you can expect one Maintenance Release per quarter in the first 12 months after a major version is released, and then as needed until its EOMM (end of mainstream maintenance).
We make formal announcements in our Product Update webpage, and send notification emails to all the customers that have purchased Appeon products, and all the users that have been assigned with Appeon product licenses. Also, we recommend that you subscribe to our product news at http://support.appeon.com, and frequently check our product availability matrix at https://www.appeon.com/update.