Annual Standard Support

Time Frame:	1 year from date of purchasing license
Price :	FREE* / $299.00
Form of Support:	Email and Phone

* FREE for first year of use DSS V6 (not applicable to the DSS V6 Lite)

Description:

The Annual Technical Standard Support license provides the end user to have his own Open-E User Portal to Email technical support. This will allow you to correspond with an Open-E support engineer to obtain assistance on your technical questions that you may have and receive small updates, or solutions which are associated with the DSS V6 or DSS V6 Lite features only.

License will be activated for only one DSS V6 or DSS V6 Lite product for 365 days from date of purchase. You can renew your support for DSS V6 or DSS V6 Lite from selecting the 1 Year Support plans after your 1 year term has ended or you can select a Per Incident plan.

Product must be registered and activated before “ANNUAL STANDARD SUPPORT” can be executed. Image below shows where this is done.

Other benefits:

Access to Open-E Forums	included
Access to Open-E Knowledge Base	included
Access to New Releases	included
Remote Support	not included
Small Updates	not included

Severity levels and Response Times:
Response times are based on customer indicated severity levels.

Severity 1	8 hours from incident after submission of ticket has been entered from Email Support Form
Severity 2	Next business day from incident after submission of ticket has been entered from Phone and Support Form
Severity 3	Up to 48 hours or more from incident after submission of ticket has been entered from Email Support Form

For more information about severity levels please visit: Severity Levels and response times

Territories coverage:

Territory:	North and South America	Europe, Asia, Africa and Australia
Covered by:	American Support Team	EMEA Support Team
Time:	9AM EST - 5PM PST (East and West Cost Time Zones)	9:00 - 17:00 (German time)
Exclusions:	Weekends and USA public holidays.	Weekends and German public holidays.