Absolute Software offers two distinct Support Plans for Secure Access enterprise customers: Maintenance Support and Elite Support.
Elite Support Plan
Get the maximum business value from Absolute products with our Elite Support Service. An Enterprise Support Engineer will help you optimize your environment from a bottom-line perspective, provide access to value-added services from Absolute, and serve as your personal contact and escalation liaison for all your support issues.
Maintenance Support Plan
Staying current on your Absolute Secure Access support agreement is highly recommended to help you maximize the return on your mobile investment. Absolute offers a wide range of support including live technical support (24x7x365), an online knowledge base, self-service customer portal, and customized technical support to help you increase operational efficiencies.
In addition to 24×7 phone support for critical issues, the Web-based support includes access to a comprehensive library of technical notes, white papers and other resources and online support requests.
Service Level Agreement:
For more information on the definition of severity levels and response times, please view our Technical Support Service Level Agreement (SLA).
Support Plan Comparison
|Phone, Email & Web-based Support: 5am to 5pm PT, Mon-Fri (Except Business Holidays)||x||x|
|Access to Technical Notes & White Papers||x||x|
|Guaranteed Response Times (Based on Severity Level)||x||x|
|Dedicated Enterprise Support Engineer||x|
|Yearly On-Site Visit||x|
|Discounts on Upgrades, Additional Licenses & New Products||x||x|
|Upgrades to Minor Releases & Maintenance Releases||x||x|
|Upgrades to Major Releases*||x||x|
* Product upgrades associated with the Maintenance Support and Elite Support offering do not include separately licensable components, unless those components have been purchased along with Premium Support.