Sev 3 also signifies a problem for which a work-around has been provided, but for which a permanent improvement is still needed. Enhancement Request or Minor Problem Errors that have a minor impact on use of the Licensed Software, or requested performance or usability enhancements to the Licensed Software. Bugs fixed and enhancements can be added at Rogue Wave discretion per the architectural review and product management process. Technical Resources For select support product offerings, customers are assigned a designated technical contact within the support services team. For those customers with either a TAM or a DTAM, an alternative TAM assignment may be required to provide extended hours support for Enterprise request that are received outside of normal business hours.
Technical support is available via a number of channels.
The mix of channels available varies by support product offering. Tech Support is available from our support web site. The web support gateway allows customers to request support and interact with support engineers. The web support gateway is available from the Your Account page. Web support is available to Basic, Premium, and Enterprise support customers.