Support Plans

AS OF NOVEMBER 2024

Every PD4ML license comes with Standard support. Advanced and Premium plans add prioritized case handling, faster response and hands-on help with your templates and deployments.

DETAILS

PD4ML support plans compared
Plan	Standard	Advanced	Premium
Description	Basic technical support	Prioritized case handling	Prioritized case handling aligned with the customer's deadline
Availability	Access to PD4ML technical support through cases and email	Prioritized access to PD4ML technical support through cases and email	Prioritized access to PD4ML technical support through cases and email In critical situations, support via instant chat and screen sharing and, if necessary and technically possible, configuration and deployment assistance through a remote access session to the customer's environment
Software updates	Access to current and historical versions of the licensed product during the active license maintenance period	No additional access to software updates. Updates are provided as part of the ongoing maintenance of your PD4ML license.
Correction or workaround for a fault	✓ Included	✓ Included	✓ Included. In urgent cases, full QA and patch releases outside the regular schedule
Initial response time objectiveActual fault rectification can take longer	Issue triage and response within 3 business days (CET, Germany)	Issue triage and response within 8 business hours (CET, Germany)	Issue triage and response within 8 business hours (CET, Germany)
Additional support	—	On request, prioritized implementation of planned new features Help optimizing the layout and structure of document templates for better conversion performance and accessibility of the resulting documents	On request, prioritized implementation of planned new features Implementation of custom feature requests, provided they are reasonable and potentially useful to other users Help optimizing the layout and structure of document templates for better conversion performance and accessibility of the resulting documents Customer-specific product branches for hot-fixing deployed versions without interference from newly introduced features For source code licensees: a product build and test environment for local customizing or troubleshooting (generally not recommended)

STANDARD

Basic technical support

Support through cases and email, with corrections or workarounds for faults.

Response within 3 business days (CET, Germany)

Included with the license fee and regular license maintenance renewals

Support resources

ADVANCED

Prioritized case handling

Your cases go to the front of the queue, plus help optimizing document templates and prioritizing planned features.

Response within 8 business hours (CET, Germany)

€8,000 / year + EU VAT, if applicable. Not a subscription: renew when needed.

Order Advanced

PREMIUM

Aligned with your deadline

Everything in Advanced, plus chat, screen sharing and remote assistance in critical situations, out-of-schedule patches, custom features and dedicated hot-fix branches.

Response within 8 business hours (CET, Germany)

€17,000 / year + EU VAT, if applicable. Not a subscription: renew when needed.

Order Premium