Flexible Credits
catalog
Short-term support services available for off-cloud customers

Introduction
Flexible Credits are an OpenText currency that provides a flexible way to obtain additional short-term
support services when you need them. We know things come up: you have a critical issue and needsomeone onsite, you could use some advice on an upgrade, or you could use some informal coaching toknow how to better manage and get value from your solution.
We know what a hassle it is to get a purchase order approved mid-contract for these services. We’re here to makeyour life easier. Flexible Credits can be purchased up-front or at any time during the life of your contract, to provide
you with a source of funding for the support services you need, when you need them. We want you to have a
successful experience with your OpenText solutions, so leverage our Premium Support team for support services
when you need us. You can redeem your Flexible Credits anytime during the 12-month period from purchase.
Contact us and we will tailor services to meet your needs.

Flexible Credits catalog
v1.0, Jul2023

Flexible Credits catalog

Core program benefits
Convenience - A cache of credits ready to use when you need them, without the hassle of requesting a
new purchase order
Flexibility – Use credits for a wide range of services, tailored to your needs
Agility - Quick turn-around on ad-hoc services
Peace of mind – Help is available when you need it, so you can rest easy at night

Core building blocks
Flexible Credits can be redeemed for a variety of support services. We’ll build a package customized to yoursituation using the core building blocks listed below. Contact us at FlexibleCredits@OpenText.com to discuss yourunique environment, business needs, and future plans and the Premium Support team will get to work helping you
get things done.

Core building blocks for support services

Flexible Credits

Scheduled Standby for 4 hours outside business hours

2

1-day of Remote Support

3

1-day of Remote Support outside business hours

4

1-day of On-site Support (2 days minimum)

5

1-day of On-site Support (outside business hours or less than 1-week notice)

6

Personalized Support (up to 10 hours over 2-week period, 9am – 5pm, remote)

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Sample support services
To get you started, below is a sampling of support services that will help you get the most from your OpenText
software investment. Your specific request may require more or less time than the services described below. If you
don’t see a service that matches your need, contact us at FlexibleCredits@OpenText.com to discuss how we canhelp.

Supportservice

Description

Typical time

FlexibleCredits

Supportability

Designed to proactively prevent problems and minimize critical

2 Remote Days

21Assessment

events.

3 On-site DaysAn OpenText Premium Support expert will provide a formal
review and analysis of your environment’s configuration,
patch currency and other factors that affect stability andperformance.
Recommendations will be provided to optimize existing
systems and leverage best practices to avoid problems.
This service typically includes a remote kick-off meeting toinitiate data gathering, followed by on-site time for a look at
the environment and conversations with your staff, ending
with a discussion of recommendations and preparation anddelivery of a report.
Product Update

An expert review of your upgrade plan with recommendations

Advicefor improvement.
An OpenText Premium Support expert will educate you on bestpractices to help you avoid common problems. The expert willthen be available via Scheduled Standby as you perform the1 Remote Day

17

2 On-site Days
8 hours
ScheduledStandby

update to provide remote technical support in the event of any
problems.
This does not replace the need for a Professional Services
engagement to provide a comprehensive upgrade plan forlarge, complex upgrades, and to perform the upgrade for you.

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Supportservice

DescriptionTypical time

Flexible
Credits

TechnicalAn informal white-board session to share knowledge with your

2 On-site Days

10Mentoringstaff.

1 Remote Day

13

A session with a Premium Support expert may include anoverview of best practices in administering your product, tips
on how to leverage features and functionality, advice on how
to optimally maintain and configure your solution, techniques
and tools to isolate problems quickly, or other topics at yourrequest.
ProductA product planning session to review the product roadmap andPlanninghelp solidify a software update strategy and practice to ensure
you are always running a supported, full feature version of the

2 On-site Days

product.
The session with a Premium Support expert includes sharingof product release schedules, patching practices to align tobest practices, and discussion of feature and functionality
differences between versions.
OnsitePremium Support on-site assistance for criticalAssistance

troubleshooting, configuration and maintenance, or other

2 On-site Days

10

2 Remote Days

68 hours

42 On-site Days

30tasks as agreed.
RemoteRemote collaboration with a Premium Support expert whoAssistancewill connect to your system to assist with troubleshooting,configuration and maintenance, or other tasks as agreed.

Scheduled

An experienced Premium Support expert will be available

Standbyremotely at a specific time and date, outside of businesshours, while you perform updates or maintenance.
Prior to the on-call period, talk to this expert for up to anhour to seek advice and to familiarize them with your systemand planned changes. During the on-call period, reach theengineer with a target 30-minute response time.

Post-If you have recently deployed or migrated a product, using

Implementationyour own staff, a partner or Professional Services, we canHypercare

assign a Premium Support expert to be available during thecritical go-live period to address any support issues that arise.
We will work in close coordination with your deployment team

4 weeks
Personalized
Supportso they can channel these issues to us. We will provide a quick
response to work toward resolution, and provide regular status
reports to your project lead.

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4Flexible Credits catalog

Supportservice

Description

Typical time

FlexibleCredits

PersonalizedWork with a designated Premium Support expert to get

2 weeks (≤1010

Supportfocused attention on a critical problem or a direct contact tohours 9x5,

work with during a key project.

RemoteHow to buy
You can buy Flexible Credits in two ways:
1. Upfront with your license or at renewal—to enjoy extra spending power and easy procurement for up to a year.
2. Any time during the life of your contract—to cover needs or issues that pop up throughout the year.

How to redeem Flexible Credits
Flexible Credits can be redeemed for services up to 12-months from purchase date. You should plan far enough inadvance so the services can be delivered before the Flexible Credits expire.
When you know what services you would like, email FlexibleCredits@OpenText.com and include the following
information:
Subject line: Flexible Credit redemption
Body of email:• Description of service being requested• # of Flexible Credits being redeemed (if you know)• Requested start date for service• Service Contract#• Contact name, email and phone number• Country (and state if in the U.S.) where service will be delivered
A Premium Support manager will contact you to discuss your needs and arrange for delivery.
Please contact OpenText at least three weeks before you would like to receive services so we have time toschedule the appropriate resources.

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5Flexible Credits catalog

Flexible Credits policies
See the Flexible Credits Handbook for the terms that govern the purchase and use of Flexible Credits.

Premium Support
After we assist you with short-term services, you can continue to work with the OpenText expert through ourPremium Support program, which provides you with direct access to designated senior support engineers.
Availability ranges from remote support to dedicated on-site resources. Learn more about Premium Support.

More about Flexible Credits
For more information about OpenText Flexible Credits please Contact us or email FlexibleCredits@OpenText.com.

About OpenText
OpenText enables the digital world, creating a better way for organizations to work with information, on-premises orin the cloud. For more information about OpenText (NASDAQ/TSX: OTEX), visit opentext.com.
Connect with us:
OpenText CEO Mark Barrenechea’s blog
Twitter | LinkedIn

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