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Regardless of the plan you choose, Actuate Customer Support assures you:

Platinum

The Platinum Plan adds an advisory council seat, onsite visits, consulting days, weekly reports and a dedicated account manager who is a highly skilled senior support professional extremely proficient with Actuate products.

Gold

The Gold Plan adds 24x7 phone support to handle unforeseen emergencies at any time. This plan is a must if you require or desire no downtime for your applications and want to ensure that users can always access the information they need to do their jobs.

Silver

The Silver Plan provides software updates, guaranteed Service Level Objectives and access to Actuate support professionals—the bare minimum for most business applications.

Bronze

The Bronze Plan adds phone, email and local support center access as well as limited guaranteed Service Level Objectives.

Basic

The Basic Plan gives you access to our Support portal, forum, and online software updates.

Customer Support Offerings

Maintence Plan  Basic * Bronze * Silver Gold * Platinum *
SLOs: Special Terms No Limited Full Full Full
Unlimited Incidents   5/year** Tick Tick Tick
Unlimited Contacts Tick Tick Tick Tick Tick
Phone Local Support Center   Tick Tick Tick Tick
Email Local Support Center   Tick Tick Tick Tick
Self-Help Portal Tick Tick Tick Tick Tick
Moderated Forums Tick Tick Tick Tick Tick
Online Software Updates Tick Tick Tick Tick Tick
Account Manager         Tick
On-site Visits (4 per year)         Tick
Professional Services Days (8 per year)         Tick
Weekly Case Report         Tick
Reproduction Environment         Tick
24x7 Support: Priority 1***       Tick Tick
English Language Support Tick Tick Tick Tick Tick
French Language Support     Tick Tick Tick
German Language Support     Tick Tick Tick
Japanese Language Support     Tick Tick Tick

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.

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Support Plan Details

Actuate Customer Maintenance Offerings and Service Level Objectives
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