In addition to the award-winning resources of our support web site, Revenera 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.
Maintenance Plans are only available for current products and can only be purchased as part of a bundle with a current Revenera product. If you own a previous version of a Revenera product, these bundles are also available at special upgrade pricing. At this time, new Maintenance Plans cannot be purchased separately.
Supported Products
The following products are supported:
| Supported Products |
|---|
| FlexNet Operations, FlexNet Embedded, FlexNet Publisher |
| InstallShield, InstallAnywhere |
| Code Insight, SBOM Insights |
For Maintenance Renewals, please contact your Renewals Account Representative or preferred Revenera reseller, or renew online.
Yearly Maintenance Plans
This section details what is included in the Gold and Silver yearly maintenance plans.
| The Yearly Maintenance Plans include: | Gold * | Silver |
|---|---|---|
| Unlimited telephone support requests |  |
|
| Access to priority support channels for quickest service | |
|
| Priority involvement in Beta Programs | |
|
| Automatic notification of and access to all product updates (free) and upgrades (chargeable for non-Maintenance-Plan-holders) for 12 months | |
|
| A Maintenance Plan Card detailing all benefits and plan specifics | |
|
| 24 x 7 access to Knowledge Base | |
|
| 24 x 7 access to product Web Communities | |
|
| Sample Code, Sample Projects, and White Papers | |
|
| Technical Webinars / Online Product Demonstrations | |
|
| Unlimited Web-based requests using eService | |
|
| Hours of operations | View Chart for Details | Per Support Center** |
| Initial Response Time | Per Severity Chart Below | 16 Business Hours |
* Not available for the InstallShield Express Edition
** Revenera will provide technical support via telephone Monday through Friday, during the office hours from the support center closest to Licensee (except on those days designated as Revenera holidays).
Lock in your upgrade pricing today and receive all new releases for a full year. If your responsibilities change, the plan is transferable to another member of your organization (call for details). Buy the smart, convenient way - with a Maintenance Plan!
Response Time
The following tables list the response times for Cloud and On Premise products for the Gold and Silver plans.
Cloud Products
| Severity | Gold Plan - Initial Response Time | Silver Plan - Initial Response Time |
|---|---|---|
| Critical | 30 minutes | 16 business hours |
| High | 2 business hours | |
| Medium | 4 business hours | |
| Low | 8 business hours |
On-Premise Products
| Severity | Gold Plan - Initial Response Time | Silver Plan - Initial Response Time |
|---|---|---|
| Critical | 4 business hours | 16 business hours |
| High | 4 business hours | |
| Medium | 8 business hours | |
| Low | 16 business hours |
Severity Criteria
There are 4 severity levels used to classify a case:
- Severity 1 - Critical: Production use of the software is stopped or so severely impacted that authorized end users cannot reasonably use it.
- Severity 2 - High: Use of the software can continue; however, productivity is significantly decreased.
- Severity 3 - Medium: Major software documented features are unavailable, but a workaround is available, or less significant software documented features are unavailable with no reasonable workaround.
- Severity 4 - Low: An issue that involves an inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration.
Hours of Operation (Gold Plan Only)
| Products | Hours of Operations |
|---|---|
| FlexNet Operations, FlexNet Embedded, FlexNet Publisher | 24x5 |
| InstallShield, InstallAnywhere, AdminStudio, and Single License Products | Priority Queing on Designated Time Zone |
