Support Plans.

A key component of every successful web analytics solution is knowledgeable and responsive Technical Support. Webtrends offers two levels of annual Support Plans, Essential Care and Premium Care, with service levels to meet a wide range of needs.

Essential Care
Premium Care
Compare Essential and Premium Care Features
Supported Products
Support Processes Brochure

For more information or to purchase a Support Plan

Essential Care

Essential Care is an annual agreement that provides Webtrends SupportNet access, Technical Support services and Product Maintenance for four named contacts. Essential Care is required with the initial purchase of all Webtrends products.

We’ll Help You Get Started

For more information and to purchase a Support Plan:

Contact your Webtrends sales representative
Call 1-877-932-8736

Plan Services

Webtrends SupportNet

  • Access thousands of Webtrends KnowledgeBase articles to find answers to commonly asked questions
  • Create and manage your Support Cases to get personalized help from our experienced Support Analysts

Support Services

  • Telephone Support during normal business hours
  • Support Case Help — Target response time is four hours during normal business hours
  • Named Key Contacts — You may designate four named Technical Contacts from your company who may contact Webtrends Technical Support for all software issues

Product Maintenance

  • Hotfixes and Inline Releases
  • Service Packs
  • New Versions
  • Access to Beta Product

Premium Care

In addition to what’s included in Essential Care, Premium Care provides 24×7 Telephone Support for critical issues, expedited Support Services, priority routing of issues, a designated toll-free number, remote diagnostics, and 10 named contacts.

Premium Care is available in North America, EMEA, Australia and New Zealand. For availability in other areas, please contact a reseller.

We’ll Help You Get Started

For more information and to purchase a Support Plan:

Contact your Webtrends sales representative
Call 1-877-932-8736

Plan Services

Webtrends SupportNet

  • Create and manage your Support Cases to get personalized help from our experienced Support Analysts

Support Services

  • 24×7 Telephone Support
  • Priority routing of all telephone support calls during normal business hours
  • After-hours critical issue pager support for severity 1 and severity 2 issues is available all days of the week (including holidays)
  • Designated toll-free number
  • Availability in Europe, Middle East, Asia, Africa, Australia, New Zealand and North America and The Caribbean
  • Support Case Help — Target response time is one hour during normal business hours
  • Priority routing of issues
  • Remote diagnostics (initiated with client authorization only)
  • Named Key Contacts — Customers may designate 10 named Technical Contacts from their company who may contact with Webtrends Technical Support for all software issues

Product Maintenance

  • Hotfixes and Inline Releases
  • Service Packs
  • New Versions
  • Access to Beta Product
Support Plan Features
Premium Care*
Essential Care**
No Support Plan
Online Support
KnowledgeBase x x
Webtrends SupportNet x x
Documentation x x x ***
Support Services
Telephone Support during normal business hours x x
Priority Routing of Issues and Inbound Phone Inquiries x
24 X 7 Telephone Support
After-hours pager support for Severity 1 and Severity 2 issues only. One-hour targeted response time.		 x
Designated toll-free number (limited to certain countries) x
Online Support Request – during normal business hours x x
Targeted 1-hour response x
Targeted 4-hour response x
Remote diagnostics
(initiated with client authorization only)		 x x
Named Key Contacts
(Additional contacts are available to purchase for Premium Care customers)		 10 4
Product Maintenance
Hotfixes and Inline Releases x x x
Service Packs x x
New Versions x x
Access to Beta Product
(not a guarantee of acceptance)		 x x

 

* Limited availability of Premium Care features outside of North America and Europe. Consult a Webtrends sales representative for availability.
** Not all features of Essential Care are available outside of North America and Europe. Please contact your local representative for details.
*** A current Support Plan is required to access some documentation.