Regardless of the plan you choose, Actuate Customer Support assures you:
|Maintence Plan||Basic *||Bronze *||Silver||Gold *||Platinum *|
|SLOs: Special Terms||No||Limited||Full||Full||Full|
|Phone Local Support Center|
|Email Local Support Center|
|Online Software Updates †|
|On-site Visits (4 per year)|
|Professional Services Days (8 per year)|
|Weekly Case Report|
|24x7 Support: Priority 1***|
|English Language Support ††|
|French Language Support|
|German Language Support|
|Japanese Language Support|
Maintenance Services are to be renewed annually unless either Licensee or Actuate elect not to renew them. Actuate disclaims any responsibility for ensuring that Customer is compliant with its Actuate license agreements. Such responsibility rests solely with Customer.
* Basic, Bronze, Gold and Platinum maintenance plans are not available for BIRT Performance Scorecard products. Assistance for Eclipse BIRT is available through the community forums on BIRT Exchange.
** A package of 5 incidents (expires one year after the purchase date)
*** 24x7 service is provided in English only
† Online software updates are not available for Eclipse BIRT customers
†† BIRT 360+ product support is currently available in English only
Support for Content Services products is available in English only.
Extended End of Life (EEOL) - to learn more click here
Customers, be sure to visit our e.Support portal for the latest news and product support information. There you will find a rich knowledge base, peer-to-peer forums, product fixes and shipping requests. You can also open and manage cases directly with Actuate Support personnel.