The standard support is offered as an annual subscription basis with no limits on the number of support tickets you can open. It also entitles you to download bug fixes (in the form of EBFs and maintenance releases) as well as new versions of the product. For more information, refer to our support policy.
In addition, you are welcome to use the various free online technical resources offered by Appeon, such as knowledgebase articles, community forum, and Appeon-U. Standard support is mandatory for the first year when purchasing a perpetual license of PowerServer.
Both our standard and premium support plans have response time targets for cases received during our standard business hours (excluding holidays); however, due to the complexity and unpredictable nature we do not guarantee that your system will achieve a particular uptime or a particular issue will be resolved in a specific period of time. If your project requires SLAs or 24/7 support please contact the Appeon sales dept. to discuss a custom support solution for your organization.
If your standard support is not renewed prior to the expiration of the current term, typically in 1-year increments, you will no longer be entitled to receive standard support (but you may continue to use the installed version of PowerServer). If your standard support has expired for more than 6 months, you will not be able to reinstate standard support.
You are eligible to receive updates, which include bug fixes and new versions of the software, if you meet all the following requirements:
- You legally obtained the software from Appeon or authorized reseller;
- You have purchased an standard support for all copies of the software; and
- standard support has been continuously renewed (i.e. no lapse in coverage).