Support Maintenance Plans

Support Maintenance Plans

Support Maintenance Plans

In addition to the award-winning resources of our support web site, Flexera offers 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.


** Flexera 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 Flexera holidays).

Products Supported   Silver Gold Platinum

Cloud Management Platform

Governance

Optima

Self Service

Response Times

Critical: 4 hours

High: 8 hours

Medium: 8 hours

Low: 8 hours

Critical: 1 hour

High: 4 hours

Medium: 4 hours

Low: 4 hours

Critical: 30 minutes*

High: 4 hours

Medium: 4 hours

Low: 4 hours

*May vary by contract.

Case Updates

Not included

Critical: Daily

High: Daily

Medium: Weekly

Low: Weekly

Critical: Daily

High: Daily

Medium: Weekly

Low: Weekly

Service Hours

Local Business Hours

24x7 via special phone number

24x7 via special phone number

AdminStudio

AppBroker/App Portal

Columbus

FlexNet Manager Suite

FlexNet Manager for Engineering Applications

FlexNet Manager Suite Cloud

FlexNet Normalized Inventory Cloud

Software Vulnerability Manager Cloud

Software Vulnerability Manager On Prem

Spider

Wise Script Editor

Workflow Manager

Response Times

16 business hour initial response on all severity levels

Critical: 4 hours

High: 4 hours

Medium: 8 hours

Low: 16 hours

 

Case Update

Not included

Critical: Daily

High: Daily

Medium: Weekly

Low: Weekly

 

Service Hours

Local Business Hours

24x5

 

Data Platform

Foundation/Cloudscape

 

Response Times

16 business hour initial response on all severity levels

   

Service Hours

Local Business Hours

   

 

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Hi,

I am not sure if it is just me, but on screen the table is cut off. Some iframe type scrolling is possible, but maybe the presentation could be improved.

2020-11-12_11h06_29.png

Best regards,

Markward

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