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Support Plans:

Support Item	Support Item Description	Support Plans
		Standard (Free)	Premium Support (1 Year)	Premium Support (2 Years)
Support Period	Starts from the day product is registered for free support or plan is bought for advanced / premium support	12 months	12 months	24 months
Online Support	Email Support
Response Time	Email response time	1-3 business days	1-2 business days	1-2 business days
Product Patches	Free patch download from web site
Product Upgrades	Upgrades will be available at a discounted price (%age of MSRP at upgrade purchase time)	30%	Free upgrades (up to 2 major upgrades in 12 months)	Unlimited Free upgrades for 2 years
Phone Support	General Support hours 9:00 AM - 5:00 PM PST. Technical calls escalated to senior engineers, if required, will be scheduled at a mutually convenient time.		20 free 20-minute calls, subsequent calls at $50.00 for 20-minute call (minimum). Thereafter $12.50 for 5 minutes increments. Technical calls escalated to senior engineers and scheduled at a mutually convenient time.	40 free 20-minute calls, subsequent calls at $50.00 for 20-minute call (minimum). Thereafter $ 12.50 for 5 minutes increments. Technical calls escalated to senior engineers and scheduled at a mutually convenient time.
Computer Assisted Technical Support			When required, support will be provided by conducting online GoToMeeting sessions.	When required, support will be provided by conducting online GoToMeeting sessions.
Online Training			Online training at 50% discounted price ($50 per hour/ per learner. Normal charge is $100/ per learner)	Online training at 50% discounted price. ($50 per hour/ per learner. Normal charge is $100/ per learner)

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