Support Plans

Support includes
Quick Start
Production Maintenance & Support
Developer Program
Gold Support (1)
Premium 24/7 Hotline

Renewal Term

Limited installation support
Annual
Plan A: 1 Product/1 Developer
Plan B: 1 Product/1 Site (5)
Plan C: Universal Developer Plan
All Developer products 
1 Developer 
Plan D: Universal Site (5)
Plan (2) 
All Developer products
1 Site 
Annual
Per Incident
Beta Access
No
No
Yes
Yes
N/A
Pre-Release Build Access
No
No
Yes
Yes
N/A
Hot Fix Access
No
No
Yes
Yes
N/A
Software Upgrades 
Yes
Yes
Yes
Yes
Yes
Software Updates
No
Yes
Yes
Yes
Yes
Supported Environments
Development & Production
Production ONLY (7)
Development ONLY (6)
Development & Production
Any
Extended EOL  (4)
No
No
No
Yes
N/A
Developer License included
No
No
Yes
No 
No
Primary Communication
Email
Email
Email
Email/Phone
Phone
Response Time (3)
4 business hours
4 business hours
4 business hours
2 business hours
Hotline
Support Contacts Allowed
1
1
Single Developer Plan -1 
Site Plan - 3
3
N/A

  1. Requires enrollment in corresponding Developer or Production Support Program
  2. Universal Support includes activePDF DocConverter, Server, Toolkit, WebGrabber, Meridian, and Portal.
  3. Business Hours:  Monday - Friday, 7AM - 4PM (Pacific)
  4. Extended End of Life includes extended support for products that have reached End of Life as well as the ability to purchase legacy products past their End of Sale date. 
  5.  A site is defined as a single contiguous physical location controlled by a single organization (e.g. an office, building or campus).
  6. Development Only Support is assistance with issues relating to a development license and affecting a development environment.  Includes licensing, installation, configuration, network and file specific issues in addition to diagnosing, reviewing and troubleshooting code.
  7. Production ONLY support is assistance with issues relating to a production license and affecting a production environment.  Includes licensing, installation, configuration, network and file specific issues.  Excludes diagnosing, reviewing or otherwise troubleshooting code. 

 

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866 468 6733 

Outside US:
+1 949 582 9002

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