Release 10.1A: OpenEdge Getting Started:
Welcome to Release 10

Three levels of Customer Support

Three different levels of customer support are available:

Standard Support — Provides support for active and functionally stable versions of the product, during normal business hours. Support includes, but is not limited to:
Software Updates & Upgrades.
Access to Technical Support via telephone, email and web.
Support Monday – Friday during normal business hours.
Extended 24 x 7 Support — Extends the hours of coverage to 24 hours a day, 7 days a week, 365 days a year:
Support 24x7x365 including holidays.
Access to Senior Level Engineers.
Special Toll-Free Telephone Number.
Advantage Support — Provides a Technical Account Manager (TAM) focusing on your company, including direct access to senior and principal engineers:
Proactive Support via TAM, Monthly & Quarterly Reports.
Priority Access to Senior Level Engineers.
One On-Site Visit Per Year by TAM.

Support options and packages are available, for additional charges, to cover special support requirements:

On-Call, After-Hours — For occasional preplanned activities that require access to technical support outside standard contracted support hours.
On-Site — For resolving existing technical support issues at your site.

If you are currently not covered by an Annual Maintenance Agreement and would like more information on your support options, please contact your Sales Representative.