Support Maintenance Plans


In addition to the award-winning resources of our support web site, Flexera offers a number of maintenance plans that are fine-tuned to meet your specific needs. Each maintenance plan is per licensed user and allows you to submit unlimited support requests for the duration of your plan.

Please contact your Account Representative or email us for more information.

Feature No Plan Silver Plan Gold Plan
Flexera Community
In addition to forums, blogs and knowledge base articles, customers have additional enhanced access to the Learning Center.
24/7 Self-Service:
Collaborate with your fellow customers and partners in our forums, blogs and knowledge base to find your answers. Visit the product pages for links to documentation, product updates and training: community.flexera.com
Hours of Operation
Support hours of operation for all Severity Levels.
Local business hours Local business hours
Response Targets
Expected service level agreement (SLA) by Severity Level for all issues.
16 business hour initial response on all severity levels
  • Critical: 4 hours
  • High: 4 hours
  • Medium: 8 hours
  • Low: 16 hours
Ongoing updates
Frequency of updates on open issues, by severity, until a resolution plan is reached.
  • Critical: Daily
  • High: Daily
  • Medium: Weekly
  • Low: Weekly
Length of service
Length of the maintenance contract.
Perpetual: 1-3 years
Product Updates
Product fixes between releases.
Included
Product Upgrades
Product releases within contract period.
Included
Method of Access
How customers can contact Support by tier purchased.
Phone & Web support
Response Method
How our Support technicians will reply to customers.
By method of customer contact unless otherwise indicated
Products Support (EOL) helpnet.flexerasoftware.com/eol