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Support & Maintenance

Every purchase of Transend Migration Console includes Support & Maintenance.

3.x Support & Maintenance

  • General:
    • Access to Level 1 & 2 support engineers
    • Development team access (indirect)
    • 24 hours maximum response time (M-F, 9am-5pm PT)
    • Coverage term (1 year from purchase date)
  • Communication:
    • Email
    • Telephone
    • Scheduled meetings / screen sharing
  • Installation:
    • Single machine instance
    • Multiple remote instances (Remote Agents)
  • Troubleshooting:
    • Basic feature advice
    • Remote Agents
    • Review of Errors/Warnings (defined in logs)
    • Code debugging

Limited Support (2.x and earlier)

  • General:
    • Access to Level 1 support engineer only
    • 24 hours maximum response time (M-F, 9am-5pm PT)
    • Coverage term (6 months from purchase date)
  • Communication:
    • Email only
  • Installation:
    • Single machine instance only
  • Troubleshooting:
    • Basic feature advice only

Standard Support (2.x and earlier)

  • General:
    • Access to Level 2 & 3 support engineers
    • Development team access (indirect)
    • 12 hours maximum response time (M-F, 9am-5pm PT)
    • Coverage term (1 year from purchase date)
  • Communication:
    • Email
    • Telephone
    • Scheduled meetings / screen sharing
  • Installation:
    • Single machine instance
    • Multiple remote instances (Remote Agents)
  • Troubleshooting:
    • Basic feature advice
    • Remote Agents
    • Review of Errors/Warnings (defined in logs)
    • Code debugging

Support Term Definitions – view a description of support terms to better understand what is included within the Support & Maintenance package (3.x), or the legacy Limited and Standard support packages (2.x and prior).

Coverage Term

All Transend Migration Console (3.x) purchases include Support & Maintenance for 1-year from the purchase date. Legacy versions (2.x and prior) included the following coverage terms: Standard Support coverage terms are 1-year from the purchase date and Limited Support coverage terms are 6 months from the purchase date. Multi-year coverage terms are available upon request.

Renewal

You may renew Support & Maintenance coverage for an additional year or multiple year terms by contacting Transend. If renewed prior to expiration of your current term, renewal fees are equal to 20% of your initial purchase price.

Upgrades

Free product updates are available during active Support & Maintenance coverage terms. If your Support & Maintenance coverage term has expired, and you wish to purchase Support and Maintenance and/or upgrade to the current software version, the upgrade fee is equal to 50% of your original purchase price.