Packeteer offers
five service and support packages, allowing you to select the coverage
that is appropriate for your organization:
- Customer Support Program
- Premium Customer Support Program
- Partner Support Program Plus
- Packeteer Software Subscription
- Premium Packeteer Software Subscription
Customer Support Program (CSP) covers a one-year term
and provides technical assistance during normal business hours Monday
through Friday. CSP offers next business day advance replacement
and Packeteer software subscription --- both of which are essential
services that help you get the most out of your Packeteer product.
Premium Customer Support Program (CSP-Premium) also covers
a one-year term and includes next business day advance replacement,
Packeteer software subscription, and access to technical help 24
hours a day, seven days a week.
Partner Support Program Plus (PSPP) is a bundled offering
that covers a one-year term and includes software upgrades and enhancements,
as well as next business day advance replacement.
Packeteer Software Subscription (PSS) covers a one-year
term, providing easy access to all software upgrades, enhancements,
documentation, and technical help during normal business hours Monday
through Friday.
Premium Packeteer Software Subscription (PSS-Premium)
provides easy access to all software upgrades, enhancements, and
documentation as well as 24-hour-a-day technical assistance seven
days a week for one year.
PacketCare Service Offerings in Detail
|
Program: |
What is Included: |
Considerations: |
|
Customer Support Program (CSP) |
- Access to all software updates and upgrades.1
- Next Business Day Advance Replacement.2
- Telephone/Web Support: 8x5 Phone or Web
access to Packeteer's Customer Support for answers
to technical questions.
|
- May be renewed annually while product remains
on Packeteer's price list and for two years after
product discontinuation.
|
| Premium
Customer Support Program (CSP-Premium) |
- Access to all software updates and upgrades.1
- Next Business Day Advance Replacement.2
- Telephone/Web Support: 24x7 Phone or
Web access to Packeteer's Customer Support for answers
to technical questions.
|
- May be renewed annually while product remains
on Packeteer's price list and for two years after
product discontinuation.
|
|
Partner Support Program Plus (PSPP) |
- Access to all software updates and upgrades.1
- Next Business Day Advance Replacement2
|
- Technical support limited to online support
center. May be renewed annually while product remains
on Packeteer's price list and for two years after
product discontinuation.
|
| Packeteer
Software Subscription (PSS) |
- Access to all software updates and upgrades.1
- Telephone/Web Support: 8x5 Phone or web
access to Packeteer’s Customer Support for answers
to technical questions.
|
- May be purchased or renewed at any time.
|
|
Premium Packeteer Software Subscription (PSS-Premium) |
- Access to all software updates and upgrades.1
- Telephone/Web Support: 24x7 Phone or
web access to Packeteer’s Customer Support for answers
to technical questions.
|
- May be purchased or renewed at any time.
|
What is included in each service offering?
|
Support: |
CSP |
CSP-Premium |
PSPP |
PSS |
PSS-Premium |
|
Next Business Day Advanced Replacement |
YES |
YES |
YES |
N/A3 |
N/A3 |
| Software
Subscription |
YES |
YES |
YES |
YES |
YES |
|
Phone Support |
YES, 8x5 |
YES, 24x7 |
No4 |
YES, 8x5 |
YES, 24x7 |
| Web
Support5 |
YES, 8x5 M-F |
YES, 24x7 |
YES, 8x5 M-F |
YES, 8x5 M-F |
YES, 24x7 |
Footnotes:
- Certain software enhancements may not be supported by
the hardware, if the hardware is an older revision.
- Next business day delivery subject to certain limitations
and not available in all countries. Please refer to the
appropriate maintenance support program agreement for complete
terms and limitations. A complete list of countries supported
is available on the support site. Next business day advance
replacement is available only with units covered by PSPP,
CSP-Premium and CSP contracts.
- Not applicable.
- Technical support limited to online support center.
- Response time for electronic support is 24 hours for
premium services and one business day for CSP, PSPP and
PSS.
Note: PacketCare purchases are non-refundable and non-transferable.
Order PacketCare Today! Call Toll Free 800-886-5564 or fill
out the form below.
In order to purchase a PacketCare Support or Service license,
please fill out the form below so a ShaperWorks.com Representative
can help you select the appropriate package. All fields are required.
|
ShaperWorks.com is a division of Virtual Graffiti Inc, an authorized Packeteer Software reseller.
