Objectivity Supports Your Objectives

Objectivity's client-proven support plans are tailored to you and your specific needs. That way, when you develop an application using Objectivity/DB, you know you can count on it.

Standard Support Plan
24/7 Support
Custom Support
Compare All Options

STANDARD SUPPORT

Includes email and telephone support between 6:00am to 6:00pm PST
New releases and versions of Objectivity software
Access to the Objectivity support web site.

24X7 SUPPORT

24 hours a day, 7 days a week access to Standard Support service.
Designed for clients whose applications MUST be available at all times.
On-call support personnel can assist with problems up to and including modifying the customer database.
To help ensure failure-free operation, an on-site pre-deployment review by a systems engineer is included.

Note that a 24x7 Support Agreement is in addition to a Standard Support Agreement.

CUSTOM SUPPORT

Standard or 24x7 Support may be enhanced by choosing the Custom Support Agreement Option.
Customers who purchase the Custom Support Agreement Option are "locking in" a custom release.
They receive technical support, troubleshooting, and fixes for that custom release even if the release is no longer considered a currently supported release. (By contrast, customers with Standard Support must upgrade to the most current software version to obtain recent fixes.)

Note that a Custom Support Agreement is in addition to a Standard Support Agreement.

Compare Support Options for License and VAR Customers

Service Level Features, License Customers	Standard	24x7¹	Custom
Assistance via email			Available
Assistance via 800 number (6:00am-6:00pm PST)			Available
Web access to support database, tips and tools			Available
Troubleshooting for current Version and the immediate prior Version²			Available
Ongoing custom assistance, Troubleshooting, and Bug Fixes for one specific Release
Bug Fixes scheduled to match customer deployment schedule
Response time	48 hrs or less	Within 1 hr	Available
New Updates, Releases, and Versions when available			Available
Technical bulletins			Available
Pre-deployment review			Available
24x7 critical service support			Available
Annual, Prepaid Maintenance Fee³	18%	$50K	Special Quote

Available only for applications which have been deployed.
Currently supported versions are restricted to the current major version, and one major version prior. Bug fixes and enhancements require upgrading to the most current release of Objectivity software (except Custom Support as described above).
Price per year. Prices given in percentages are based on list prices of covered products at the beginning of the maintenance period. To be eligible to purchase either 24x7 or Custom Support Agreement a customer must be current with all Standard maintenance and support fees. Contact Objectivity for Custom Support pricing.

Contact Support

EMAIL AND ONLINE SUPPORT

All customers under current maintenance support agreements may access the Customer Support Site (requires login).
If you have not received a password, please contact Objectivity Customer Support:
- Objectivity Support, via Online Contact Form
- or phone Objectivity Support at
  1-800-SOS-OBJY (1-800-767-6259) or
  1-408-992-7101.

TELEPHONE SUPPORT

All customers may also receive support by calling
1-800-SOS-OBJY (1-800-767-6259) or +1-408-992-7101.