Technical Support

Technical Support
 
 

Product Support Plans

This is our highest level of maintenance and entitles you to the shortest response times for support tickets as well as 24/7 support for critical production down issues.

Platinum maintenance has the following response times:

  • Maximum response time of 1-business hour for critical/production down issues
  • Maximum response time of 6-business hours for non-critical issues

Pervasive software also offers 24/7 support in conjunction with the Platinum Maintenance Plan.

  • Offers access to a trained Pervasive support technician from 7pm – 7am on weekdays and 24 hours on weekends and holidays
  • After-hours Support is intended for urgent business issues only. A critical issue is considered an emergency error, which stops the production application or causes the production application to be completely unusable
  • For non-critical business issues, Pervasive should be contacted during the normal business day

Gold maintenance has the following response times:

  • Maximum response time of 2-business hours for critical/production down issues
  • Maximum response time of 12-business hours for non-critical issues

Silver maintenance has the following response times:

  • Maximum response time of 6 -business hours for critical/production down issues
  • Maximum response time of 24 -business hours for non-critical issues

If you have any general questions concerning your Maintenance Plan, please contact your Account Manager.

For a more detailed list of our Maintenance Plans, review our support programs here.


 

Professional Services Support

When Professional Services projects are completed, documentation and appropriate files (processes, maps, etc.) are shared internally with support for reference. In addition, we are usually able to internally consult with the implementation team when needed. Support may ask to conduct remote video sessions with you (where possible) in order to speed up the trouble-shooting process and resolve issues faster. However, unlike Professional Services, Support will not actually log into systems and fix a problem or create solutions for a customer. We ask that the customer be familiar enough with their implementation to communicate their questions and work with us over the phone and via remote sessions to come to a resolution.