Overview
Support is an optional licensing subscription that allows access to technical support and access to all upgrades and new releases. It is a one-year subscription, however, if purchasing additional user licenses mid-year, support would be prorated to co-term to the annual renewal date. Each user license must have an accompanying support license for the account to be considered supported; for example, if you are purchasing 10 user licenses, you would want to purchase 10 support licenses. The cost of support is calculated as a percentage of cumulative, permanent license ‘spend,’ and ranges between 20% and 32% per year.
I. Technical Support
To be supported, a customer must have an equal number of user support licenses as their number of user licenses and the user support licenses must not have expired. All support licenses expire 365 days after they are issued. Support licenses and renewals can be requested here.
II. What can be requested from Technical Support?
Technical assistance is provided for all issues/bugs/questions related to Secret Server.
We do not support software from other vendors except where Secret Server functionality is specifically affected. For instance, we do provide support if Windows Authentication to Microsoft SQL Server is working for other applications but not Secret Server. We do not provide support if Windows Authentication for Microsoft SQL Server is not functioning correctly - in such cases, support must be sought from the specific vendor.
III. How do I access Technical Support?
Web: http://thycotic.com/support.html
Email: support@thycotic.com
Phone: +1-877-833-2946 / +1-202-822-2144
Hours: 9am - 5:00pm EST (USA)
Technical assistance is provided through telephone, email, and remote assistance. Remote assistance sessions are also offered when necessary using our preferred remote support vendor (currently http://www.copilot.com).
IV. What response time can I expect?
Phone calls will be answered immediately or may go to voicemail depending on call volume. Voicemails and support requests through email will receive a response within 24 hours during business hours.
V. What about upgrades?
Customers that have current support have access to all new releases (both minor and major releases).
VI. Can I request new features?
Yes! Please send your suggestions to support@thycotic.com.
VII. What about support for old versions?
Customers that have current support will always receive technical support for any version (as long as the product has not been discontinued). Updating to the latest version of the software is fast and easy and typically preferable to applying patches. Patch updates will only be made available upon request and only for the current major release (e.g. 7.x.x.x). Supported customers may always upgrade to the latest version of the software.
Article ID: 36, Created On: 1/26/2009, Modified: 1/19/2012