技術支援

==============================

•產品售後服務 & 維護合約
　SupportNow Plans
　SupportNow Features Summary

•提供產品之最新修正版

•SYBASE Certification

==============================

◎ 產品售後服務 & 維護合約

1. 技術支援：
   協助客戶解決產品使用之問題 >詳全文
   
2. Newsgroup：
   登錄並查詢全球問題資料庫系統(internal only)
   有需要者請諮詢Sybase技術支援部，電話：(02)8723-6000
   
3. Support Contract :
   Standard support 及 Enterprise Support
   
   

   A .Availability 　These programs and policies are available for Taiwan, R.O.C. B.Support Plans 　Below is a brief description of the SupportNow plans. 1. Incident Plan This Plan provides phone support in 10-pack increments that can be used for any of the Designated Products and only available for support contract customer. Case-packs expire one year from date of purchase if unused. This plan does not include any new feature release updates. • Telephone Hotline Support, Business Days, 0900-1800 hours • Fax Support, Business Days, 0900-1800 hours • Dial-in Service (remote access) • Web-based services (ECM, Technical Library, Newsgroups etc) 2. Standard Plan This comprehensive annual offering provides quick access to support engineers on an around-the-clock basis ensuring customers receive support when they need it and helping to secure the success of their projects. • Includes Basic Plan coverage • 4 support contacts • Fast Response to critical problems (1-2-6-6) • On-Site Visit, 1 per quarter 3. Enterprise Plan This Plan provides a customized, high-quality technical assistance and new software version releases to customers requiring high availability support for their business-critical projects. This annual plan delivers prioritized support services for all products and full emergency on-site support. • Includes Extended Plan coverage • 6 support contacts • Faster Response to critical problems (0.5-1-4-4) •On-Site Visits, monthly

   
   
4. SupportNow Features Summary
   

   FEATURES INCIDENT STANDARD ENTERPRISE Supported Products Designated Products Only All Products All Products Minimum Annual Fees (per project) USD 2,200 10-pack   USD 50,000 minimum Number of contacts NA 4 6 Standard Product Installation None 2 days per year 2 days per year Emergency On-site Support None Included Included On-site Visits N/A Quarterly Monthly SOFTWARE SERVICES Enhancement releases Option (with USP purchase, priced Included Included Maintenance Releases (including Emergency Bug Electronic Included Included SERVICE HOURS Hotline Support (Response Time) Business Day 9am – 6pm 24 Hours by 7 Days phone Support 24 Hours by 7 Days phone Support Priority 1 (P1) – System Down Less than 4 Hour Less than 1 Hour Less than 30 minutes Priority 2 (P2) – System Operational, but serious Less than 5 Hours Less than 2 Hour Less than 1 Hour Priority 3 (P3) – Problem or Question, acceptable workaround Less than 8 Hours Less than 6 Hour Less than 4 Hours Priority 4 (P4) – Information Request Less than 8 Hours Less than 6 Hour Less than 4 Hours After-hours support Option for P1 Included for P1 Included for P1 ADDITIONAL OPTIONS On-site Technical Services Option Option Option

◎ 提供產品之最新修正版

　　凡參加Sybase支援計劃並已簽訂合約之客戶，可下載產品Software Release 的新資訊。

◎ SYBASE Certification

　　專業認證