Software maintenance and support services include long-term & pay-as-you-go (incident-based) support contracts. Software support contracts include remote troubleshooting & support provided via the telephone and online channels, as well as installation assistance and basic usability assistance.

In some cases, software support services may include new product installation services, installation of product updates, migrations for major releases of software and other types of proactive or reactive on-site services.Software products and technologies covered under this category include operating systems and infrastructure software.

Software support services do not include the purchase of subscriptions that provide entitlement and rights to use future minor versions (point releases) or future major releases of software.

Testing process

Software maintenance and support services include:

  • Direct access to experienced engineers
  • Knowledgeable support personnel provides personalized service
  • Guaranteed response to all inquires in a timely manner
  • Support channel flexibility (phone, e-mail, instant messenger, etc.)
  • Bug fixing and troubleshooting on the ongoing basis
  • Upgrades and patch deployment
  • Tier 1, 2 and 3 support options