| 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 | - | - | - |