- Products & Solutions
- Events & Resources
- Support
- Customers
- Company
- Products & Solutions
- Events & Resources
- Support
- Customers
- Company
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
|
|
Bronze Standard Support |
Silver Premier Support |
Gold Premier Plus Support |
|---|---|---|---|
Response Time |
|||
Critical Support Service |
Business hours | 24/5 | 24/7 |
Critical (P1) |
|
|
|
High (P2) |
|
|
|
Services |
|||
Online tools |
|
|
|
Language |
|
|
|
Go-live Upgrade Support Over Weekends |
|
|
|
Get a Quote |
Get a Quote |
Get a Quote |
|
For more details, see Maintenance, Enhancements and Support Terms |
|||
Polarion version End-of-Life Dates |
|||
Polarion 20 R1 |
April 8th 2020 | April 30th 2022 | |
Polarion 20 R2 |
October 14th 2020 | October 31st 2022 | |
Polarion 21 R1 |
April 20th 2021 | April 30th 2023 | |
Polarion 21 R2 |
September 22nd 2021 | October 31st 2023 | |
Polarion 22 R1 |
April 21st 2022 | April 30th 2024 | |
Polarion 22 R2 |
October 20th 2022 | October 31st 2024 | |
Polarion 2304 |
April 2023 | April 30th 2025 | |
Polarion 2310 |
October 2023 | October 31st 2025 | |
Note: Official End-of-Life date is always announced via the Software Field Bulletins (SFBs) 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."
SISW will use commercially reasonable efforts to provide Maintenance Services promptly on a first come/first served basis. Incident Reports are escalated to the appropriate resources within SISW based on severity and complexity. Customer will classify each Incident Report according to the following priority classes. Unclassified
Incident Reports will be considered “General”. Final priority classification will be at the sole discretion of SISW.
Priority classes:
Critical
Customer’s Software production installation ceases to function entirely or causes a severe disruption to the Customer’s operations. Targeted Response Time for Critical incidents is 2 hours for Silver during weekdays only and 1 hour for Gold Support tiers (seven days a week).
High
This priority will be used for situations where there is a severe functionality loss, but the
Customer’s production system remains operational and processing can continue. Targeted Response Time for High priority incidents is 8 business hours for Silver and Gold support tiers.
Medium/General
A functionality error has occurred but processing can still continue, or a non-business critical function is not performing properly.
Low
Request for service or information or a problem of minor impact has been identified.
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.