Annual Maintenance

Annual Maintenance provides phone, email and web-based support for an unlimited number of support incidents during the annual maintenance contract period. Customers with active Annual Maintenance have access to new software versions, releases, bug fixes, patches and workarounds for the most recent product releases to ensure the product operates in substantial conformity with the current operating documentation. Customers also may access the on-line customer portal to open and track current support incidents, update their technology profile and access the knowledgebase. Annual Maintenance provides technical support for a single global region designated as the Americas, EMEA or Asia Pacific.

Note: Annual Maintenance does not cover training or implementation services, which must be purchased separately.

Global Priority Support

Global Priority Support is an add-on service to Annual Maintenance that provides personalized support management and global incident response* for your organization. A dedicated Service Account Manager (SAM) is assigned to work with you to ensure the Matrix42 support team provides proper priority and attention to your open support issues. Your SAM will never work with more than six customers at a time, ensuring that you have a single point of contact who (1) understands your technical environment, (2) holds regular incident reviews, (3) provides the latest technical product information, (4) helps you with best practices, and (5) recommends additional professional services as appropriate. Included in the price of this offering is one on-site visit to the customer annually. The SAM may be available for additional requested visits at the customer's expense.

*Currently covering both the Americas and EMEA time zones