Attachmate Maintenance Plans includes an entire range of benefits and access to our industry-leading technical support. To meet the requirements of various IT environments, Attachmate offers three Maintenance Plans: Basic, Elite, and Elite 24x7.
Basic
The Basic Maintenance Plan is designed to handle the needs of non-complicated IT environments.
Elite
The Elite Maintenance Plan emphasizes proactive support and personalized service, giving you quick access to a senior technical support engineer who is familiar with your environment.
Elite 24x7
Elite Maintenance Plan subscribers are eligible to purchase 24x7 protection, which is designed for large organizations that need to ensure round-the-clock service of mission-critical applications. Elite 24x7 Maintenance Plans are sold per product category.
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Free Product Version Upgrades, Service Packs, and Other Exclusive File Downloads
Attachmate products keep pace with changes in the IT environment, building in new technologies, supporting new operating systems, and adding security and management features. Maintained customers are eligible to receive these additional features at no cost when a new version is released. Your login information gives you access to service packs and other file downloads for the products covered by your maintenance.
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Online Service Request Management
You can bypass the phone-screening process by managing your service requests online. Open a new request or update and check status for existing requests online, at your convenience.
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Online Access to Entitlement Information
Use your login information to access your entitlement information, including licensed quantities and maintenance information.
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Solution Library Access
Our comprehensive library of solutions is at your disposal all day, every day. You can use our solution library as a self-help tool to solve your issues. Search the content for solutions to common issues, and browse the site for up-to-date information about security announcements or service pack releases.
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Reduced License Costs with Volume Price-level Protection
If you renew maintenance on all maintained products by the renewal date, you will carry forward existing volume discounts into the next year.
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Trade-in Options at Discounted Prices
If you have maintenance, you can trade maintained seats of one Attachmate product for another at the low volume upgrade price.
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Multi-Year Renewal Discount
As a maintained customer, you are eligible to receive a discount on pricing when you renew maintenance for more than one year.
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Cumulative Maintenance Volume Discounts
You can increase your volume discount level by combining maintenance on multiple Atttachmate emulation and security products.
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Special Pricing for Technical Training
Maintained customers receive a discount on technical training offered by Attachmate. We offer real-time web-based training or onsite training.
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Authorized Technical Support Contacts *
With the Basic Maintenance Plan, you may designate up to four people within your organization who can submit an unlimited number of service requests to our pool of support technicians.
With the Elite and Elite 24x7 Plans, you may designate up to eight people within your organization who can submit an unlimited number of service requests to a dedicated support technician.
Strategically selecting support contacts will maximize the benefits of your maintenance investment. It is advisable to designate IT people in the organization who are responsible for testing, deploying, and/or supporting Attachmate products in their enterprise.
* Customers with maintenance receive support for their products at a level defined by the Attachmate Product Support Lifecycle. See the lifecycle phase for your product's version.
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Designated Technician
As an Elite or Elite 24x7 Maintenance Plan subscriber, you will have a designated support specialist who serves as your single point of contact for service requests and who will become familiar with your IT environment.
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Priority Service Request Handling
Priority service request handling gives Elite and Elite 24x7 subscriber issues the highest priority within Attachmate Technical Support.
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Product Enhancement Requests
Our technical support experts can help you define product enhancement requests and act as your advocate in proposing requests to our development team.
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Product Support Lifecycle Override
After a product version covered by an Elite Maintenance Plan moves to the Discontinued phase of the Product Support Lifecycle, Elite customers are entitled to up to 12 months of interactive technical support (defect support is not included).
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Annual Site Visit
At your request, an expert technician will visit your site to address your most pressing issues and questions. Possible discussion topics include deployment, security, standardization, scripting, configuration management, and time-saving tips and tricks. This is your chance to learn from the people who know our products better than anyone. If you choose, you can "reverse" your site visit by traveling to Attachmate headquarters where you can meet with technical staff, product managers, and executive staff. (Available in North America and EMEA.)
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Target Response Time
The Elite and Elite 24x7 Plans target a one-hour response time to your service requests during regular Attachmate business hours. After hours, Elite 24x7 Maintenance Plan customers can expect a one-hour target response time for Severity 1 issues. (Severity 1 issues are issues that result in the inability to use a mission-critical application; for example, a product, component, or system may be completely inoperable, a server may be down, or a critical application may be unavailable.)
With the Basic plan, technical support responds to service requests based on the severity and impact of the problem. See the Guide to Working with Support for details.
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24x7 Support Access
If you have the Elite 24x7 Maintenance Plan, during regular Attachmate business hours, your call will be forwarded to your Support Analyst. Support is available to you after hours if you have a Severity 1* issue. Call the toll-free phone number to speak to an operator at a messaging service. Once your plan is verified, the operator will record your description of the problem, which will be played back to the Analyst who receives the call. The Analyst will contact you within a one-hour target.
*Severity 1 issues are issues that result in the inability to use a mission-critical application; for example, a product, component, or system may be completely inoperable, a server may be down, or a critical application may be unavailable.
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Note:
Maintenance fees are payable in advance and are non-refundable. Detailed terms and conditions are defined in the current Attachmate Maintenance Plan document.
- Coterminous maintenance: All Maintenance purchased during the Maintenance term will be synchronized to your existing Maintenance expiration date.
- Full maintenance policy: Customers purchasing Maintenance for a product must purchase Maintenance on all licenses of the product on the Volume Purchase Account (VPA). Attachmate does not offer “partial” Maintenance.
- Full upgrade policy: Customers wishing to activate Maintenance on product that does not have current Maintenance must upgrade all copies of that product prior to purchasing Maintenance on any copies of the product.
- Maintenance with add-on licenses: Maintenance fees are due with each additional license order or on designated True Up Date(s) if such date(s) are referenced in your letter agreement or quote from Attachmate. If an advance purchase is made for more than 1 year of Maintenance, then Maintenance for the remaining multi-year Maintenance term must be purchased with any additional licenses of maintained products acquired during the Maintenance term.