*Best-in class response times are based on competitive offerings in the same industry and price tier.
**For support on End of Life products, please see Extended Support. A separate contract is required. Certain products are not eligible.
A one-year Customer Success Services (CSS) subscription will be required with all Software purchases, with the option to renew for subsequent years. Select is sold and compliance is managed by product line. A customer must maintain active Select on all assets purchased for a given product line to receive the benefits described above.
Customers can purchase CSS in one (1) year increments up to a maximum of five (5) years. CSS is available during a product’s Mainstream Maintenance and Extended Maintenance Phases. Once a product version reaches the End of Life date, security related hot fixes, technical support and product downloads will no longer be available. CSS pricing is determined by agreement status, product edition, licensing program discounts and age of agreement expiration. Late renewals incur extra fees and result in lapsed maintenance and support. These Extra fees are based on the following: Reinstatement – if agreement has been expired for 1-365 days. Pricing is a percentage of the product SRP, plus a pro-rated amount for the time expired, plus late fee. The reinstatement fee is calculated as a percentage of the time lapsed plus one (1) full year of agreement; Recovery – if agreement has been expired for more than 365 days. Pricing is a percentage the product SRP and delivers one (1) year of program agreement from the date of transaction.
Priority Eligibility Criteria
Market Availability: United States, United Kingdom, Ireland, Germany, Denmark, Finland, Norway, and Sweden. Minimum software install base: 5.000+ perpetual licenses. Customers with commercial support service events in the second half of 2017. At point of upgrade to Priority, all software licenses must be upgraded (i.e., customers may not have a mix of Select & Priority services on Software licenses)*
*Service Level Compliance rules apply. Service Level Compliance requires the customer to maintain the same CSS level of service across all software product lines (on-premises/perpetual and termed/annual software licenses). In the event that service level compliance is not maintained, the customer will be supported at the lowest of their active service levels. Customers will be notified of non-compliance. No refunds will be given.