AspenTech Premier Support Services
Software Maintenance and Support (SMS) Services
Customers who have a valid license for software can take
advantage of our award-winning Software Maintenance and Support
(SMS) Services. AspenTech Premier Support offers a
wide range of services to help you realize the full value of your
software investment.
We have only one goal in mind: your complete and total
satisfaction. By helping you understand the scope of the services
we offer, we can work together to ensure you receive the full
benefits of your SMS investment and the value of our software
solutions. Below is a table providing an overview of the benefits
available to you through AspenTech Premier Support:
AspenTech Premier Support At-a-Glance:
| Services
Entitlement |
| New Software Version Releases |
√ |
| Maintenance Updates |
√ |
| Patches, Service Packs, and Hot Fixes |
√ |
| Technical Support via Telephone (Toll-free in
Americas, Most of Europe and Asia Pacific) |
√ |
| Assistance in Resolving Software Installation
Issues |
√ |
| Assistance in Identifying Defects and
Resolving Product Usage Issues |
√ |
| Assistance in Requesting and Formulating
Software Enhancements |
√ |
| Access to Online Customer Support and Training
Center (http://support.aspentech.com) |
√ |
| Incident Submission via Email or Web; Incident
Tracking via Web |
√ |
| Online Knowledgebase including Product
Documentation and Patch Download |
√ |
| Support e-Bulletin via Email |
√ |
| Critical Problem Alerts via Email |
√ |
| Critical Problem Resolution (CPR)
Management |
√ |
| Target Response Time to Email Requests or
Incidents Reported through Web |
Within 2 business hours |
| Target Response Time to Support Telephone
Calls |
90% immediate |
| Escalation to 2nd Level on Critical
Incidents |
Within 2 business hours |
| Escalation to Development on Critical
Incidents |
Within 4 business hours |
| Frequency of Updates on Critical
Incidents |
Every business hour |
| Target Departure Time for Emergency Onsite
Support |
Within 24 to 48 hours* |
| Target Problem Resolution Time on Critical
Incidents |
** Within 2 business days |
* For "Production System Down" situation only and may be
subject to travel and time zone constraints (Visa and travel
documents). AspenTech's consultant's travel and living cost is the
responsibility of the customer. Other fees may apply if incident is
not caused by AspenTech software defect.
** Without code changes. 80% probability. Workaround can be
considered as a temporary solution.