Customer Support Plans
With Precisely Support Plans, resolve issues faster and keep operations running smoothly with expert guidance, 24/7 coverage, and personalized support tailored to your business.
Support you can count on
Resolve issues quickly. Reduce downtime. Keep business moving.
When every minute matters in your business operations, you need support that keeps your business up and running. Precisely Support Plans deliver the responsiveness, insight, and continuity your teams need to stay ahead and stay productive. Here’s what customers experience with our support plans:
- Faster Resolutions with 24/7 support and Priority Case Handling
- Trusted guidance from Designated Technical Support Experts
- Reduced risk during go-lives with critical event coverage
- Continued stability with extended support for end-of-life software
From instant answers in our knowledge base community to Designated Technical Support Engineers and critical event coverage, our plans are built to keep your operations stable and your teams productive.
With Precisely Support Plans, you minimize risk, protect your investment, and ensure your business runs smoothly.
Industry Pacesetters
Support plans
Standard
Designed for small
to mid-sized businesses or
organizations with less complex or
non-mission-critical environments.
- Phone & online case management with local business hours support*
- Industry leading support initial response targets*
- 24/7 access to Precisely online knowledge base
- Enable use of remote access tools*
Advanced
MOST POPULAR
Best for customers with a limited number of production business-critical applications
and may have software deployed
in multiple geographies.
- Everything in Standard Support
- 24/7 Follow-the-Sun (FTS) Support for Severity 1*
- Escalation Management
- Critical Event Support Coverage*
Enterprise
Best for customers with
mission-critical production environments
that rely strategically on Precisely software products to run their business operations.
- Everything included in Standard & Advanced Support
- 24/7 Follow-the-Sun (FTS) Support for Severity 1 & Severity 2*
- Fastest support initial response targets*
- Assigned Designated Technical Support Engineer (DTSE) & Designated Technical Support Manager (DTSM)*
- Additional Critical Event Support Coverage featuring an Emergency Response Team*
- Quarterly Business Review & trend Analysis Reporting
Extended Support Maintenance
We understand that some customers may need additional time when planning to move to a supported version. This offering provides customers with up to four additional years of support with Precisely software products that have reached end of marketing, end of support, or end of life.
Not sure which support plan is right for you?
Want more details?
Take it from our recent customer feedback
“Thanks again [Precisely Support Team] for listening and putting “good work ethic” into action. Your commitment to excellence and extra effort makes a difference.”
Support User
A National Defense Department
“I opened several tickets with different vendors… your team responded, answered my questions, and closed the ticket before anyone else even responded. Always a great experience with your support team.”
Senior Engineer
Data Modernization & IT Services Organization
“Many thanks to the Precisely team who, so many times, graciously hopped on a meeting to help us debug, and to work through various oddities. True partnership for success!”
Managing Consultant
Business IT & Services Company
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Service |
Standard Support Formerly Standard Level 1 |
Advanced Support Formerly Mission Critical Level 2 |
Enterprise Support |
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Support Coverage Hours |
Local Business Hours* |
24/7 |
24/7 |
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Initial Response Targets |
Severity 1 Severity 2 Severity 3 Severity 4 |
Severity 1 Severity 2 Severity 3 Severity 4 |
Severity 1 Severity 2 Severity 3 Severity 4 |
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Access phone and online case management |
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24/7 access to the Precisely online knowledge base: support.precisely.com |
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Enable use of remote access tools (at the discretion of the Precisely Support team) |
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Receive free version upgrades and patches |
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24/7 Follow-the- Sun (FTS) Support**
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Severity 1 |
Severity 1 Severity 2 |
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Priority Emergency Bug Fix (EBF) |
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Critical Event Support Coverage
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1 × 24-hour block/year |
2 × 24-hour blocks/year & Emergency Response Team |
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Priority case routing to Senior Support Engineers |
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Designated Technical Senior or Principal Support Engineer (DTSE) |
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Designated Technical Support Manager (DTSM) |
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Escalation Management |
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Quarterly Business Reviews & Case Trend Analysis Reporting |
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* Support coverage hours by country/region: Americas region: 8am—8pm (EST); UK: 9am—5:30pm; All other European countries: 9am—5pm; APAC region: 8am—6pm (AEDT)
** 24/7 Follow-the-Sun Support – Precisely will allocate 24/7 support team members to resolve Severity 1 and Severity 2 issues, depending on your plan and provided you have a technical resource available
Precisely Customer Support Plans
Tailored support for faster resolutions and smarter outcomes.
Keep your business moving with confidence
Precisely Customer Support Plans give you the expertise, responsiveness, and stability to resolve issues quickly and protect your investment.