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

Support Offerings for Subscription Customers

Platinum

Our highest level of support, the Platinum option is for organizations that require highly personalized service for mission-critical environments.

Gold

The Gold option is a good choice for organizations that require support for mission-critical reporting applications.

Silver

The Silver option covers you every step of the way in the development and deployment life cycle, from implementation to follow-up telephone and email support.

Basic

Purchasing the Basic program allows unlimited access during your subscription period to releases of the licensed Actuate products for product enhancements and maintenance updates from our secure web site.


Customer Support Offerings

Support Plan

Basic *

Silver

Gold

Platinum

SLOs: Special Terms

Limited

Full

Full

Full

Unlimited Incidents  

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Unlimited Contacts

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Phone Local Support Center

 

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Email Local Support Center

 

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Self-Help Portal

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Moderated Forums

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Online Software Updates

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Account Manager

 

 

 

This feature is included on this plan

On-site Visits (2 per year)

 

 

 

This feature is included on this plan

Professional Services Days (5 per year)

 

 

 

This feature is included on this plan

Weekly Case Report

 

 

 

This feature is included on this plan

24x7 Support: Priority 1**

 

 

This feature is included on this plan

This feature is included on this plan

English Language Support

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

French Language Support

 

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

German Language Support

 

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Japanese Language Support

 

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Actuate disclaims any responsibility for ensuring that Customer is compliant with its Actuate license agreements. Such responsibility rests solely with Customer.

* Basic support plan is not available for BIRT Performance Scorecard products.
** 24x7 service is provided only in English
† BIRT Performance Scorecard and open source BIRT product support is currently available in English only. Support for the Xenos line of products is provided only in English.

Support Plan Details

Actuate Customer Support Offerings and Service Level Objectives for Subscription Customers
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Maintenance Offerings for Perpetual Licenses

Platinum

Our highest level of support, the Platinum option is for organizations that require highly personalized service for mission-critical environments.

Gold

The Gold option is a good choice for organizations that require support for mission-critical reporting applications. .

Silver

The Silver option covers you every step of the way in the development and deployment life cycle, from implementation to follow-up telephone and email support.

Bronze

This economical option is for organizations that need basic services that allow the ability to reach out to Actuate Customer Support for assistance when the need arises.

Basic

Purchasing the Basic program allows unlimited access for 12 months to releases of the licensed Actuate products for product enhancements and maintenance updates from our secure web site.


Customer Support Maintenance Offerings

Maintenance Plan 

Basic *

Bronze *

Silver

Gold

Platinum

SLOs: Special Terms

No

Limited

Full

Full

Full

Unlimited Incidents

 

5/year**

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Unlimited Contacts

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Phone Local Support Center

 

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Email Local Support Center

 

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Self-Help Portal

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Moderated Forums

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Online Software Updates

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Account Manager

 

 

 

 

This feature is included on this plan

On-site Visits (2 per year)

 

 

 

 

This feature is included on this plan

Professional Services Days (5 per year)

 

 

 

 

This feature is included on this plan

Weekly Case Report

 

 

 

 

This feature is included on this plan

24x7 Support: Priority 1***

 

 

 

This feature is included on this plan

This feature is included on this plan

English Language Support

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

French Language Support

 

 

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

German Language Support

 

 

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

Japanese Language Support

 

 

This feature is included on this plan

This feature is included on this plan

This feature is included on this plan

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 and Bronze maintenance plans are not available for BIRT Performance Scorecard products.
** A package of 5 incidents (expires one year after the purchase date)
*** 24x7 service is provided only in English
**** Online software updates are not available for Eclipse BIRT
† BIRT Performance Scorecard and open source BIRT product support is currently available in English only. Support for the Xenos line of products is provided only in English.
Extended End of Life (EEOL) - to learn more click here

Support Plan Details

Actuate Customer Maintenance Offerings and Service Level Objectives for Perpetual Licenses
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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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Global Support Centers

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