• 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.
     

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