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