Paragon Support Services Overview

Paragon presents its customers a wide range of support offerings that are designed to meet the support demands of every customer who are in need of our assistance. The table below compares the services side by side:

	Complimentary	Silver	Gold	Platinum	Per Incident
Hours of Operation, CET	10 x 5	10 x 5	14 x 5	24 x 7	14 x 5
First Reaction time	3 business days	8 business hours	4 business hours	4 business hours	2 hours
Agreement term	Valid for 30 (60)1 days after purchase of the product	1 year	1 year	1 year	Purchased incident is valid during 1 year
Editions supported	All products	All products	All products	Server, Pro and Volume licenses	Server, Pro and Volume licenses
Access channels	Web/E-mail	Web/E-mail	Web/E-mail/Telephone	Web/E-mail/Telephone	Web/E-mail/Telephone
Electronic Incident Logging
Access to documentation
Access to additional tools
Access to technical resources
Number of support requests	Unlimited	Unlimited	Unlimited	Unlimited	Upon issue resolution
Dedicated Support Engineers		2	2	4
Support program cost	Included into product price and Maintenance	99,95	199,95	contact us	99,95

30 days for Personal Editions and 60 for Professional and Server Editions. All the products, which are not classified by editions, have 30 days complimentary support.