Support
Integration Products Support Offerings
Customer Support – Americas
Pervasive offers Americas 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 | IT and 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
- 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
|
 Download the PDF document for IT and End User 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
- 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
|
| Download the PDF document for Partner Support Offerings |
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. Our customers are defined as IT and End Users, who will use Pervasive products at their worksite; Partners, such as ISVs and OEMs who will use Pervasive products to sell a bigger solution; and Distributors.
| Level of Support | EMEAA IT and 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
- 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
|
| Download the PDF document for EMEAA IT and End User 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 available
- 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
|
| Download the PDF document for EMEAA Partner Support Offerings |
| Level of Support | EMEAA Distributor Support Offerings |
|---|
| Distributor Silver |
- Two named contacts
- 20 partner end user service tickets
- Maximum response times in business hours: 6 (Critical) and 24 (Non-Critical)
|
| Distributor Gold |
- Five named contacts
- 40 partner end-user service tickets
- Maximum response times in business hours: 2 (Critical) and 12 (Non-Critical)
|
| Distributor Platinum |
- Ten named contacts
- Unlimited partner end-user service tickets
- Direct access to Backline support engineers available
- 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
|
| Download the PDF document for EMEAA Distributor Support Offerings |
Hours of Operation and Process Definitions:
- 7am - 7pm CST for North America
9:00am - 6:00pm CET for Europe
- 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 IT and 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
|
