Pervasive Software Support Offerings
Support is a critical factor in any software deployment. Your infrastructure vendor should be ready to stand behind you and be there when you need help. Pervasive understands the importance of having support that meets your needs. That is why our Support Offerings come in a wide variety of sizes that allow you to choose the plan that fits your company.
Flexible Support Offerings
Dedicated to delivering the tools you need, Pervasive provides both Online and Pre-Packaged Support plans for Power Users or sites that require a higher level of support for business critical applications.
- Knowledge Base – Searchable access to thousands of published articles
- Online Library – Access to all Pervasive User Manuals online
- Maintenance Releases – Updates for current licensed deployments
- Technical and White Papers – Focused and targeted information on issues that matter to you
- Pervasive User Forum – Online community discussion forum
- And more…
Key Benefits of Pervasive Support Plans
- Support specializes in answering questions related to Pervasive APIs, Connectors, and Database access methods
- Support can assist customers with many development environments
- Flexible support channels:
- Option 1: Web/email support.
- Option 2: Telephone access.
- Support technicians specialized in their fields: development, deployment, integration
- Defined response times for Critical and Non-Critical issues
- Available 24/7 support for Critical issues and Platinum support customers
- Available direct access to Backline technicians
- Toll free phone access in most areas*
Free Online Resources
Pervasive offers many online support functions – available 24 hours a day, 7 days a week, 365 days a year.
Integration Products Support Offerings
Customer Support – Americas
Pervasive offers customers in the Americas three levels of support: Silver, Gold, and Platinum. The benefits and features at each level are tailored to meet the unique requirements of our customers.
| Level of Support |
End User Support Offerings |
| Silver |
- 12-month support contract term
- Two named contacts (in other words, your organization can name two employees at your company site who are authorized to contact Pervasive for support.
- Maximum response times in business hours: 6 (Critical) and 24 (Non-Critical)
|
| Gold |
- 12-month support contract term
- Five named contacts
- Maximum response times in business hours: 2 (Critical) and 12 (Non-Critical)
|
| Platinum |
- 12-month support contract term
- Ten named contacts
- Direct access to Backline support engineers
- 24/7 support for critical issues with no single point of failure with 24/7 dispatching service (6 levels of escalation during non business hours)
- Maximum response times for issues:
- Critical: 1 hour 24/7
- Non-Critical: 6 business hours
|
 Download the PDF document for End User Support Offerings |
Customer Support – EMEAA
Pervasive offers EMEAA customers three levels of support: Silver, Gold, and Platinum. The benefits and features at each level are tailored to meet the unique requirements of our customers.
| Level of Support |
EMEAA End User Support Offerings |
| Silver |
- 12-month support contract term
- Two named contacts (in other words, your organization can name 2 employees at your company site who are authorized to contact Pervasive for support.
- Maximum response times in business hours: 6 (Critical) and 24 (Non-Critical)
|
| Gold |
- 12-month support contract term
- Five named contacts
- Maximum response times in business hours: 2 (Critical) and 12 (Non-Critical)
|
| Platinum |
- 12-month support contract term
- Ten named contacts
- Direct access to Backline support engineers available during US Central Time business hours
- 24/7 support for critical issues with 24/7 dispatching service
- Maximum response times for issues:
- Critical: 1 hour 24/7
- Non-Critical: 6 business hours
|
| Download the PDF document for EMEAA End User Support Offerings |
