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Software Support for SourcePro® C++

Types of Support
Rogue Wave Software offers two types of support and maintenance services as outlined in the table below:

The types of standard support and maintenance services are offered for the SourcePro C++ products: Premium and Enterprise.

Type of Support

Detail

Premium Support

  • For customers developing large, complex, mission-critical projects that need aggressive response and resolution times
  • E-mail, phone, or Web delivery

    		•

    Enterprise Support

  • For customers that have deployed mission-critical applications that are heavily reliant on SourcePro C++ products
  • Available 24x7 and offers our most aggressive response and resolution times (see table below)

    • Note: Enterprise support must be purchased in conjunction with Premium support.

    Support Guidelines:

    The following table summarizes the standard support offerings for SourcePro C++:

     

    Premium
    Support

    Enterprise
    Support

    Initial Response Time

    24 Hours

    4 Hours

    Resolution Response
    Time Goal

    		    

    Severity 1

    4 business days

    48 hours

    Severity 2

    15 business days

    10 business days

    Severity 3

    Subsequent maintenance releases

    Subsequent maintenance releases

    Severity 4

    Subsequent maintenance releases

    Subsequent maintenance releases

    Number of Incidents

    100/year

    100/year

    Support Channel

    Web, e-mail, phone

    Web, e-mail, phone

    Number of Customer Contact Individuals

    Up to 5 identified contacts

    Up to 5 identified contacts

    Support Hours

    N/A

    24x7

    Rogue Wave Account Manager

    None

    Technical account manager, optional

    Dedicated, optional


    Problem Reporting Checklist

    To help us serve you quickly and efficiently, please take a few minutes to gather some information before contacting technical support. You will be asked for:

    • Your Name
    • Product License or Tracking Number
    • Company Name
    • Company Address
    • Telephone Number
    • E-mail Address
    • Product Name(s) and Version(s)
    • Database Type and Version Number (if applicable)
    • Compiler and Version
    • Operating System and Version

    Also be prepared to provide a detailed description of the problem, including any transcripts or error messages that you may have received. You may be required to send a small test sample that demonstrates the problem. Sample code should be brief, complete and illustrative. Test samples should consist of 100 lines or fewer of workable code. The time required for us to reproduce the problem will be excluded from any stated resolution time goals.

    Phone Numbers

    The following table lists the Rogue Wave Technical Support phone numbers in your area.

    **Country

    Toll free number
    to call first

    Telephone number
    to dial after the prompt

    Canada

      --  

    800-404-4767

    China

    10-811

    877-817-9280

    France

    0800-99-00-11

    877-817-9280

    Germany

    0800-2255-288

    877-817-9280

    India

    000-117

    877-817-9280

    Israel - Barak

    1-800-93-33-333

    877-817-9280

    Israel - Bezeq

    1-800-94-94-949

    877-817-9280

    Israel - Golden Lines

    1-800-92-22-222

    877-817-9280

    Italy

    800-172-444

    877-817-9280

    Netherlands

    0800-022-9111

    877-817-9280

    Sweden

    020-795-611

    877-817-9280

    United Kingdom - BT

    0800-89-0011

    877-817-9280

    United Kingdom - Mercury

    0500-89-0011

    877-817-9280

    United Kingdom - AT&T

    0800-013-0011

    877-817-9280

    United States

      --  

    800-404-4767

    These Toll-Free access numbers may not be available from all locations and from all telephones. Please check with your local service provider for more information if you have difficulty accessing this service.

    **For countries not listed above, please call 303-545-3205.