| Feature Description | Pre-sales Support | Installation Support | Standard | 
|---|---|---|---|
| Web-based Support System |  |  |  | 
| Technical Assistance |  |  |  | 
| Knowledge Base |  |  |  | 
| Cover Time | 8x5 | 8x5 | 8x5 | 
| Update Center for Maintenance Releases and Product Patches | - | - |  | 
| Minor Releases | - | - |  | 
| Service Level Establishment |  | - |  | 
| Problem Escalation | - | - |  | 
| Problem Report Acknowledgement and Response Times |  | - |  | 
| Continuous 8x5 Effort of High Severity Issues | - | - |  | 
| On-site Assistance | - | - | - |