Support plans

To receive technical assistance with purchased products or to receive free upgrades, a software support subscription (SSS) must be held current at all times.

Workshare clients may purchase Gold or Platinum support (SSS) as a yearly agreement to accompany their lifetime software license purchase.
SSS is included with the purchase of subscription licenses whenever 20 or more seats in one transaction are purchased.
Software license purchases of less than 20 seats in a transaction (lifetime or subscription licenses) receive 30 days of installation support, but may purchase annual SSS contracts if desired.
Workshare Protect requires 50 seat minimums in order to include support

Platinum Support
Platinum SSS provides the highest level of support available and includes a dedicated Technical Account Manager and 24x7x365 emergency support.

Gold Support
Gold SSS is selected by most clients and includes support during local 8x5 business hours. Gold support includes software upgrades and technical assistance.

Installation-only Support
Installation-only phone support is available to clients without a Gold support plan for 30 days from the date of purchase. Clients wishing to receive all the benefits of Gold support may purchase a Gold Support contract to accompany their software purchase.

	PlatinumSupport (SSS)	Gold Suport (SSS)	Installation-Only 30-day Support
Access and Response
Access to Technical Support (1)	24x7x365 for critical issues. Mon - Fri, 8am-5pm local business hours for standard questions. (Priority 1 critical cases outside business hours must be submitted via the support portal (2)	Mon - Fri, 8am-5pm local business hours	Mon-Fri, 8am-5pm PST (available for the first 30 days from product purchase date only)
Remote Diagnostics
Emergency Support Access
Priority Case Handling and Resolution
Maintenance Engineering FastTrack (3)
Dedicated Tech Account Manager (TAM)
Named account contacts (4)	5	3	1
	PlatinumSupport (SSS)	Gold Suport (SSS)	Installation-Only 30-day Support
Software Enhancements & Updates
Major Releases
Service Releases (5)
E-Services
Customer portal (available)	24 x 7 x 365	24 x 7 x 365
My Account (case, status, solutions)
My Software Downloads
Knowledge Base
Learning Center
Documentation
Customer Newsletters
Strategic Services
Site Visits (by TAM) (6)	2 x per year
Priority invitation to product beta programs
Priority invitation to Special User events
Platinum email list for priority notifications

Footnotes

1. Customer’s time zone, regional holidays excluded.
2. Platinum clients should log, out of hours, priority 1 business critical issues via the support portal . If you do not currently have access to the portal please register via this link or contact your Technical Account Manager.
3. Support for the current major release of software and the previous major release for 12 months.
4. Only Named Contacts are authorized to log cases online or via telephone. Each contact will have a unique login/password to access E-Services and product download areas.
5. Service releases are generally built for the current major version of products only.
6. Customer pays for travel expenses which will be estimated in advance of client site visits.