Standard Support

The Standard Support program from OpenText provides you with access to the latest upgrades and service packs for the products for which you have an active maintenance contract, as well as with access to our global support organization either by phone with a Support Center or over the Web.

OpenText Customer Support offers experienced technical support for the operation of your OpenText software products. This guarantees system availability and dependability, optimizes the return on your investment in OpenText technology, and ensures that you achieve your project goals.

What's Included?

The Software Maintenance Program (Standard Support) includes:

• Software Updates and Upgrades: Product upgrades, maintenance releases, patches and documentation will be made available to you at no additional charge. Subscribers are notified about new Software Versions in regular information bulletins. By installing the latest versions and patches, you enhance the stability of your system and ensure that your OpenText software environment always uses the newest technology.
• Product Enhancement Input: As a subscriber to the Software Maintenance Program, you have the ability to submit suggestions for product enhancements.
• Support Services: Subscribers may contact the regional Support Center during standard working hours by phone, e-mail, and fax or via our Web-based Customer Support site.
• OpenText Resources: All support queries are responded to by a team of more than 650 dedicated OpenText Customer Support employees.
• Customer Self Service: Our comprehensive Customer Support Website gives you access to an extensive knowledge base along with the ability to register and track your issues online. For example, it provides access to:
  • Documentation for all product versions
  • A knowledge of articles describing proven solutions to known issues
  • Technical tips and instructions for installing, administrating and troubleshooting
  • Newsletters
  • Important news regarding all products, plus the latest upgrades and patches
  • Ability to open your own support calls, update the status of these calls, and check all planned and completed activities. This gives you an overview of all current activities related to your support requests and cases, at all times.
• Access to Premium Support Options: As a subscriber of the Software Maintenance Program, you can extend it with other support options offered by OpenText such as the 24 x 7 Restore Program and Premier Follow-The-Sun Program, which can be tailored to your
  organization.