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Support & Maintenance
Every purchase of Transend Migration Console includes Support & Maintenance. Select Limited or Standard Support when you purchase.
Limited Support
- 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
- 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:
- 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 each support term to better understand what is included within the Limited and Standard support packages.
Coverage Term
Each purchase of Transend software comes with Support & Maintenance. Standard coverage terms are 1-year from the purchase date and Limited 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.