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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
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Bronze Standard Support |
Silver Premier Support |
Gold Premier Plus Support |
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Critical Support Service |
Business hours | 24/5 | 24/7 |
Critical (P1) |
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High (P2) |
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Customer Care Issue Management |
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Go-live Upgrade Support Over Weekends |
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Get a Quote |
Get a Quote |
Get a Quote |
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For more details, see Maintenance, Enhancements and Support Terms |
Polarion version End-of-Life Dates |
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Polarion 17.0 |
March 24th 2017 | April 8th 2019 | |
Polarion 17.1 |
June 21st 2017 | April 8th 2019 | |
Polarion 17.2 |
September 27th 2017 | April 8th 2019 | |
Polarion 17.3 |
December 18th 2017 | April 8th 2019 | |
Polarion 18.0 |
March 29th 2018 | April 30th 2020 | |
Polarion 18.1 |
June 28st 2018 | April 30th 2020 | |
Polarion 18.2 |
September 11th 2018 | April 30th 2020 | |
Polarion 18.3 |
December 21st 2018 | April 30th 2020 | |
Polarion 19.0 |
April 8th 2019 | April 30th 2021 | |
Polarion 19.1 |
July 16th 2019 | April 30th 2021 | |
Polarion 19.2 |
September 24th 2019 | April 30th 2021 | |
Polarion 19.3 |
December 19th 2019 | April 30th 2021 | |
Polarion 20 R1 |
April 8th 2020 | April 30th 2022 | |
Polarion 20 R2 |
October 14th 2020 | April 30th 2022 | |
Polarion 21 R1 |
April 2021 | April 30th 2023 | |
Polarion 21 R2 |
October 2021 | April 30th 2023 | |
Note: Official End-of-Life date is always announced via the Siemens Software Field Bulleting distributed by PLM Support |
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.