Support Programs

We provide world class support, delivering a timely, reliable service to ensure every customer's business success. We offer users a range of Support and Maintenance Programs to best fit customer's requirements.

The following table illustrates the features available on the product Support and Maintenance program. It allows an easy comparison of the standard program compared with pre-sales and Installation support.

Platinum Support
ADLINK’s Platinum Support is a specially adapted support program designed to meet customer’s specific requirements. For further details please Contact Us.

Web Support User Guide

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	-	-	-

Pre-sales support questions will be answered on a 'best-effort' basis, so remember to check out the Knowledge Base in the Support Section to see if your support query has already been answered.