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Our expert support team is here to help you 100%.
Need Answers now? Access our knowledge center or contact support.
Our customer service portal is the Easiest way to track progress over support cases.
It’s rare to find an enterprise software company whose customers are thrilled with the support they receive. Polarion is one of those companies." ,Ovum
Includes: Support coverage during your business hours.
Ideal for: Small teams that need basic support.
Includes: Support coverage during your business hours.
Ideal for: Midsize businesses that want to take it up a notch.
Includes: Support coverage 24h Monday through Friday.
Ideal for: Large businesses that want to lead the world forever.
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Bronze | Silver | Gold |
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Contacts eligible to open cases |
1 | 2 | 5 |
Cases can be logged via: |
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What's included |
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All of features from Bronze plus:
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All of features from Bronze and Silver plus:
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For more details, see Maintenance, Enhancements and Support Terms |
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Severity Levels & Response timeSeverity Levels are designed to determine the criticality of a reported customer problem and are a method for escalating certain case. |
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Sev 1 - Highest Priority
Polarion solution is currently deployed in a production environment, and is totally non-operational, with mission critical impact on customer operations.
*All necessary customer contacts must be available during this severity level. |
24 h | 12 h | 1 h |
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Sev 2 - Critical Priority
Polarion solution is currently deployed in a production environment, functions are seriously impaired, and customer operations are seriously impaired. *All necessary customer contacts must be available during this severity level. |
36 h | 24 h | 6 h |
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Sev 3 - Default Priority
Polarion solution is currently deployed in production, test, or implementation environment, and issue does not create a customer outage. Intermittent errors that may reduce system performance or functions, but have no critical impact upon customer operations.
*Product questions, implementation questions, configuration and tuning questions, or enhancement requests fall into this category. |
48 h | 36 h | 12 h |
| Coverage Times | 9:00 to 17:00 Monday through Friday |
9:00 to 17:00 Monday through Friday |
24 hours Monday through Friday |
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Get a Quote | Get a Quote | Get a Quote |
An independent IT analyst | OVUM
"Polarion scored with 93% on the total Customer Sentiment scale... an area in which "Many established ALM vendors have faltered"
David Solbach | Siemens Healthcare Diagnostics Products
"Thanks to the excellent support and problem solving skills of our Polarion consultants, our migration from PVCS to Subversion was a real success."
Severity Level 1 - Highest priority *
Production environment, Polarion Product is totally non-operational, mission critical impact on the Customer’s company operations.
Severity Level 2 - Critical priority *
Production environment where Polarion Product functions are seriously impaired, the Customer’s company operations is seriously restricted.
Severity Level 3 - Default Priority
Production, Test, or Implementation environment with errors that do not cause a customer outage, intermittent errors that may reduce system performance or functions but no critical impact upon the Customer’s company operations. For example, product questions, implementation questions, configuration and tuning questions, or enhancement requests.
*All necessary Customer contacts must be available during this severity level.
Polarion Software is intended for commercial or educational use by computer professionals. Administering Polarion products requires a baseline technical skill set, including but not limited to: experience installing and maintaining production Web-based technologies.
Customers are responsible for administering and upgrading their own installations. Polarion Support will provide expert guidance on how to do this, but we will not be able to provide step-by-step maintenance and installation assistance. If you require further assistance with this level of implementation, please consider the following resources:
Install Guides and User Manuals
Polarion rigorously tests each release on the supported platforms. Polarion may not provide assistance with configuration in unsupported environments. Please refer to the system requirements pages for supported platforms and minimum resource configurations:
Polarion supports the current release of major versions and one version back. For example, we support current release of 6.2.x and one major version back 6.1.x. In this example, customers seeking Polarion assistance with versions older than 6.1.x will be requested to update as a prerequisite to receive assistance.
The current version is 18:
Polarion Support will help with workarounds and bug reporting
Patches are issued for current versions and one prior version for critical priority bugs only
Critical bugs will generally be fixed in the next maintenance release
Non-critical bugs will be scheduled according to a variety of considerations
Customers are responsible for maintaining their patches during upgrades and server migrations
Polarion software support and maintenance covers access to technical support services and software product updates for the corresponding software license. Refer to the Polarion License Agreement for specific terms of agreement. After the active maintenance period expires, the software will continue to function, but you will no longer be able to access or receive Polarion software support or maintenance services.
Please note that free licenses do not include support.
Support is provided to the Named Contact(s) provided by the Customer to Polarion. End-users requesting assistance will be redirected to their respective Named Contact. At any time, a valid maintenance agreement may be upgraded to Silver or Gold to increase the number of Named Contacts per maintenance agreement.
Consistent with the Polarion License Agreement, the sole responsibility of Polarion with respect to third party software, e.g. Apache or Subversion is to pass through any warranties extended by the third-party.