Technical Support Programs

Technical Support Programs
 

Data Integration

Support is a critical factor in any software deployment. Your infrastructure vendor should be ready to stand behind you and be there when you need help. Pervasive understands the importance of having support that meets your needs. That is why our Support Offerings come in a wide variety of sizes that allow you to choose the plan that fits your company.

Pervasive offers multiple support programs, as well as professional services to assist with your integration programs. For more information view the Pervasive Support Program Highlights.

Flexible Support Offerings

Dedicated to delivering the tools you need, Pervasive provides both Online and Pre-Packaged Support plans for Power Users or sites that require a higher level of support for business critical applications.

  • Knowledge Base – Searchable access to thousands of published articles
  • Online Library – Access to all Pervasive User Manuals online
  • Maintenance Releases – Updates for current licensed deployments
  • Technical and White Papers – Focused and targeted information on issues that matter to you
  • Pervasive User Forum – Online community discussion forum
  • And more…

Key Benefits of Pervasive Support Plans

  • Support specializes in answering questions related to Pervasive APIs, Connectors, and Database access methods
  • Support can assist customers with many development environments
  • Flexible support channels:
    • Option 1: Web/email support.
    • Option 2: Telephone access.
  • Support technicians specialized in their fields: development, deployment, integration
  • Defined response times for Critical and Non-Critical issues
  • Available 24/7 support for Critical issues and Platinum support customers
  • Available direct access to Backline technicians
  • Toll free phone access in most areas*

Free Online Resources
Pervasive offers many online support functions – available 24 hours a day, 7 days a week, 365 days a year.

Integration Products Support Offerings

Customer Support – Americas

Pervasive offers customers in the Americas three levels of support: Silver, Gold, and Platinum. The benefits and features at each level are tailored to meet the unique requirements of our customers.

Level of Support End User Support Offerings
Silver
  • 12-month support contract term
  • Two named contacts (in other words, your organization can name two employees at your company site who are authorized to contact Pervasive for support.
  • Maximum response times in business hours: 6 (Critical) and 24 (Non-Critical)
Gold
  • 12-month support contract term
  • Five named contacts
  • Maximum response times in business hours: 2 (Critical) and 12 (Non-Critical)
Platinum
  • 12-month support contract term
  • Ten named contacts
  • Direct access to Backline support engineers
  • 24/7 support for critical issues with no single point of failure with 24/7 dispatching service (6 levels of escalation during non business hours)
  • Maximum response times for issues:
    • Critical: 1 hour 24/7
    • Non-Critical: 6 business hours

U.S. Partner Support Offerings

Level of Support Partner Support Offerings
Partner Silver
  • 12-month support contract term
  • Two named contacts
  • 20 developer support service tickets
  • Unlimited partner end-user tickets
  • Maximum response times in business hours: 6 (Critical) and 24 (Non-Critical)
Partner Gold
  • 12-month support contract term
  • Five named contacts
  • 40 developer support service tickets
  • Unlimited partner end-user service tickets
  • Post-sales technical account management service (TAM1)
    • TAM provides proactive post-sales technical account management to ensure success of partner
    • Partner's advocate within Pervasive
    • Customized quarterly reporting
    • Monthly conference calls
    • Monthly support analysis
    • Maximum response times in business hours: 2 (Critical) and 12 (Non-Critical)
Partner Platinum
  • 12-month support contract term
  • Ten named contacts
  • Unlimited developer support service tickets
  • Unlimited partner end-user service tickets
  • Post-sales technical account management service (TAM2)
    • TAM provides proactive post-sales technical account management to ensure success of partner
    • Partner's advocate within Pervasive
    • Customized monthly reporting
    • Weekly conference calls
    • On-site visits
    • Presence at user conferences
    • Weekly support analysis
  • Direct access to Backline support engineers
  • 24/7 support for critical issues with no single point of failure with 24/7 dispatching service (6 levels of escalation during non business hours)
  • Maximum response times for issues:
    • Critical: 1 hour 24/7
    • Non-Critical: 6 business hours

Customer Support – EMEAA

Pervasive offers EMEAA customers three levels of support: Silver, Gold, and Platinum. The benefits and features at each level are tailored to meet the unique requirements of our customers.

Level of Support EMEAA End User Support Offerings
Silver
  • 12-month support contract term
  • Two named contacts (in other words, your organization can name 2 employees at your company site who are authorized to contact Pervasive for support.
  • Maximum response times in business hours: 6 (Critical) and 24 (Non-Critical)
Gold
  • 12-month support contract term
  • Five named contacts
  • Maximum response times in business hours: 2 (Critical) and 12 (Non-Critical)
Platinum
  • 12-month support contract term
  • Ten named contacts
  • Direct access to Backline support engineers available during US Central Time business hours
  • 24/7 support for critical issues with 24/7 dispatching service
  • Maximum response times for issues:
    • Critical: 1 hour 24/7
    • Non-Critical: 6 business hours

EMEAA Partner Support Offerings

Level of Support EMEAA Partner Support Offerings
Partner Silver
  • 12-month support contract term
  • Two named contacts
  • 20 developer support service tickets
  • Unlimited partner end-user tickets
  • Maximum response times in business hours: 6 (Critical) and 24 (Non-Critical)
Partner Gold
  • 12-month support contract term
  • Five named contacts
  • 40 developer support service tickets
  • Unlimited partner end-user service tickets
  • Post-sales technical account management service (TAM1/Weekly)
    • TAM provides proactive post-sales technical account management to ensure success of partner
    • Partner's advocate within Pervasive
    • Customized quarterly reporting
    • Monthly conference calls
    • Monthly support analysis
  • Maximum response times in business hours: 2 (Critical) and 12 (Non-Critical)
Partner Platinum
  • 12-month support contract term
  • Ten named contacts
  • Unlimited developer support service tickets
  • Unlimited partner end-user service tickets
  • Post-sales technical account management service (TAM2/monthly)
    • TAM provides proactive post-sales technical account management to ensure success of partner
    • Partner's advocate within Pervasive
    • Customized monthly reporting
    • Weekly conference calls
  • On-site visits
  • Presence at user conferences
  • Weekly support analysis
  • Direct access to Backline support engineers
  • 24/7 support for critical issues with no single point of failure with 24/7 dispatching service (6 levels of escalation during non business hours)
  • Maximum response times for issues:
    • Critical: 1 hour 24/7
    • Non-Critical: 6 business hours

Hours of Operation and Process Definitions:

  • 7am - 7pm CT, except for customers with Platinum Support plans, 24/7.
  • Definitions of critical and non-critical issues:
    • Critical: error which causes the Product to be unusable by the customer and which has a critical and unacceptable impact on the customer's business.
    • Non-Critical: error which causes the Product to be usable with restrictions on Product functionality or performance degradation, which are not critical to overall operation but may require considerable effort to work around the problem created, and also includes minor inconveniences.
  • Support contracts are tied to each product license for End User Support Offerings.

Details for Pervasive Partner Program Support

  • Partner Support Contracts are tied to an account per product line.
  • Platinum Partners pick the Partner Support level they want—support is not included in Platinum Partner agreement.
  • Premier Partner Notes:
    • Premier Partner Program includes Silver support
“We have never received (or needed) any formal training with this product…Support has always been excellent. I would definitely recommend this product for Salesforce users in large organizations where data integration is a must.”

Mark Matte
Developer
SunTrust Banks, Inc.

“The great support of the transition team, including MIB and the entire Pervasive Support team, allowed us to deliver our project on time and on scope. And Pervasive Data Integrator simplified the usability of the ACORD XML format by not forcing us to go over the whole parsing of the XML request and response.”

Nicolas Jolin,
Web Development Team Leader,
SSQ Financial