DataMiner Support Plans
DataMiner Support Services are about technical support for your DataMiner platform, updates, and upgrades to its core software, connectors, and cloud components, and supporting your teams with their mission to enable your organization's Digital Transformation journey.
during business hours - support plans
| community | continuity | evolve | |
|---|---|---|---|
| objective | support smaller operations 1 | support your operations | enable agile operations, continuous evolution |
| unlimited technical remote support during business hours | - | ✔ | ✔ |
| software updates & upgrades (core software & connectors) |
✔ 2 | ✔ | ✔ |
| proactive services (+) |
✔ | ✔ | ✔ |
| response times | - | level 1: 1h level 2: 8 h level 3: 24 h |
level 1: 1h level 2: 4 h level 3: 8 h |
| corrective action times | - | level 1: 12 h level 2: 16 h level 3: N/A |
level 1: 8 h level 2: 12 h level 3: N/A |
| dedicated appointed support contact | - | - | ✔ |
| Direct Message channel3 | - | - | ✔ |
| dedicated customer success team | - | - | ✔ |
| quarterly executive reviews | - | - | ✔ |
| professional service credits 4 | ✔ | ✔ | ✔ |
| technical resources (docs.dataminer.services , community support,free learning) |
✔ | ✔ | ✔ |
| available for | pay-per-use | ||
| subscription plan | |||
| perpetual use license | |||
[1] Better for Organizations with Free or Pay-per-use systems and entry-level subscriptions.
[2] Technical support and connector development and updates are charged per hour as professional service credits. Updates to the DataMiner core software are included.
[3] Available for Microsoft Teams
[4] A number of professional services credits may be included with support. Visit docs section to confirm the number of credits available for Usage-based models. Note, for Perpetual-use systems, these credits are only available on the Evolve plan and with a minimum subscription fee.
All support plans require dataminer.services enabled.
out of business hours - add-on
| OBH subscription | |
|---|---|
| objective | support critical operations, ensure maximum uptime |
| requirements | active subscription for a support plan - continuity or evolve |
| planned intervention 1 | ✔ 2 |
| last-minute intervention | guaranteed service |
| response times | Level 1: 30 min. |
| corrective action times | Level 1: 2 h |
[1] reserved 10 days ahead of the intervention
[2] different hourly rate applies when subscribing to the outside business hours add-on, see credits section.
For more information on outside business hours options visit the docs section.
Is there a difference in price between support plans?
No. The plans have different eligibility requirements. Check the requirement on docs support section.
What determines the number of professional service credits included with the support plan?
For Pay-per-use it varies with the number of prepaid credits, for a Subscription plan it's based on the Monthly Utilization Allowance, and for Perpetual-use licenses, it's only available for the Evolve plan and it varies with the support's yearly net amount.
Are there any limitations to use these professional service credits?
The service credits can be used for support or any of the available Professional Services offerings. These credits are subject to availability and need to be scheduled and spent within the present year. Non-used credits are not transferable to subsequent years.