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 organisation's Digital Transformation journey.

during business hours - support plans

continuityevolve
objectivesupport your operationsenable agile operations, continuous evolution 
requirementscloud services enabledcloud services enabled, devops professional(s)
unlimited technical remote support
during business hours
software updates & upgrades  
(core software & connectors)
proactive services 
(cdmr, spi)
response timesLevel 1: 1h  
Level 2: 8 h 
Level 3: 24 h
Level 1: 1h 
Level 2: 4 h
Level 3: 8 h
corrective action timesLevel 1: 12 h 
Level 2: 16 h 
Level 3: N/A 
Level 1: 8 h 
Level 2: 12 h
Level 3: N/A  
dedicated customer success team-
service credits-10 to 100 service credits/year *
technical resources  
(docs.dataminer.services , community support, free learning )
cloud services enabled essential package
lab nodePaid option
* the actual number of credits depends on support's yearly net amount and are communicated at the time of renewal. These credits need to be consumed during the current support year. 

out of business hours - add-on

OBH subscription
objectivesupport critical operations, ensure maximum uptime
requirementsactive subscription for a support plan - continuity or evolve
planned intervention *✔ **
last-minute interventionguaranteed service
response timesLevel 1: 30 min.
corrective action timesLevel 1: 2 h 
* reserved 10 days ahead of the intervention
** different hourly rate applies when subscribing to the outside business hours add-on, see credits section.

For more information about the DataMiner Support Plans please refer to docs.dataminer.services.