The Incident Plan is a case-based program, providing quality technical assistance that allows you to easily scale your support needs and buy support as you need it. Telephone support is provided during normal local business hours. Support can be purchased in convenient, annual 10-case packs. Cases can be used for any of the designated products. Case packs expire one year from date of purchase or when all cases have been used, whichever occurs first.
Individual cases are also available for lower volume requirements.
Personalized Support Options Personalized Support Options best suit customers who need a higher level of service and commitment for business-critical projects. Available only for Enterprise and Enterprise Developer Plan customers, Personalized Support Options allow you to develop a closer partnership with Sybase. You can tailor your support to obtain the mix of personalized support your project requires. Your Alliance Engineer, backed by a designated Alliance Support Team, becomes familiar with your project and systems, helping provide faster resolution to your technical issues. To prevent problems before they occur, Alliance Support includes two days of onsite visits for planning and review of your project, system configuration and implementation plan reviews, recommendations on software management, and regular phone consultations.