Support & Maintenance Plan

Software Maintenance

While maintenance is automatically included during the first year after purchase, Survalent’s software maintenance program is the best way for you to protect your investment in our technology thereafter. The program enables you to:

  • Mitigate your organization’s risk against unplanned downtime, financial loss, and damage to your reputation
  • Resolve mission critical problems by having a direct line to technical support experts who will assist with problem diagnosis, troubleshooting and problem resolution
  • Stay ahead of ever-changing standards, protocols and cyber threats with access to updated interfaces and information about important security vulnerabilities
  • Increase productivity by leveraging optimized software, performance, and reliability capabilities

Learn more about the benefits of the Survalent Software Maintenance Program

Annual software upgrades

Our development teams are constantly incorporating feedback from our active user community into new software releases. You benefit from significant new feature enhancements, as well as support for new and ever-changing communications protocols.

Software updates

Minor feature enhancements and support fixes are provided to resolve specific issues and ensure that your system is running as efficiently as possible.

Online manuals

Software manuals are accessible 24x7x365 via our online customer portal. They can be searched quickly using either the table of contents, index, or internal cross-references.

Community support forums

These real-time forums provide a place for customers to interact and leverage the knowledge and experiences of other users and Survalent technical experts.

Knowledge resource access

Get instant access to documents, tutorials, videos, manuals, and other online support resources at any time, from anywhere via our online customer portal.

Unlimited support during business hours

Reduce downtime through rapid access to the support you need from our experienced, trained professionals. Support is provided Monday through Friday from 8 am to 5 pm local time.*

Unlimited 24x7 priority support

We provide unlimited 24×7 phone support – including weekends and holidays – to cover critical network operations at all times. (*Customers located in the Pacific Time zone will receive support Monday through Friday from 8 am to 4 pm local time.)

Annual on-site Health Check Visit

This proactive review and assessment of the overall state of your implementation is aimed at identifying potential issues and providing the information you need to enhance performance and increase productivity. The duration of the visit is based on your system configuration as follows: ▪ single/dual – 2 days ▪ triple – 3 days ▪ quad – 5 days Includes all travel, living and labor expenses.

Call Response Priority

When critical errors occur, we ensure that such issues get priority attention to find a resolution as quickly as possible.

80 Hours of Training

Training may be taken at the Survalent Global User Conference, at one of our regional workshops or at our corporate headquarters.

Quality Assurance (QA) - Test Server Support

Support for QA and test server licences is included.

Operator Training Simulator (OTS) - Project Development System (PDS) server support

Support for OTS and PDS server licences is included.