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| AppScan Developer Edition Support Options |
| Levels/Package |
Support Types |
Details |
| Basic Support |
| Web |
• Knowledge Base |
Search the extensive Sanctum Knowledge Base for technical support and self-help information.
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| Gold Support |
| Ticket |
• Knowledge Base
• Email
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Per incident email support, available 12x5, Monday through Friday, 6am to 6pm PST.
Sanctum Support provides e-mail assistance for problems with specific symptoms
encountered while using AppScan DE, where there is a reasonable expectation
that the problem is caused by the Sanctum product.
With the Gold Ticket support package, Sanctum Support e-mail services are
delivered on a per incident basis. An incident is defined as a single
support issue and the reasonable effort needed to resolve it. A single support
issue is a problem that cannot be broken down into subordinate issues.
If a problem consists of subordinate issues, each shall be considered
a separate incident.
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| 3-Month |
• Knowledge Base
• Email
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Three months of unlimited email support, available 12x5, Monday through
Friday, 6 am to 6 pm PST. Unlimited Support is defined as no limit on
the number of email submissions, unless the policy is changed or support
is retired.
Sanctum Support provides email assistance for problems with specific
symptoms encountered while using AppScan DE, where there is a reasonable
expectation that the problem is caused by the Sanctum product.
With the 3 Month Gold support plan, unlimited Sanctum Support email
services are available until the plan is retired 3 months after purchase.
Once the plan is retired, Sanctum Support will no longer be available
unless another package is purchased.
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| 1 Year |
• Knowledge Base
• Email
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One year of unlimited email support, available 12x5, Monday through Friday,
6 am to 6 pm PST. Unlimited Support is defined as no limit on the number
of email submissions, unless the policy is changed or support is retired.
Sanctum Support provides email assistance for problems with specific
symptoms encountered while using AppScan DE, where there is a reasonable
expectation that the problem is caused by the Sanctum product.
With the 1 Year Gold support plan, unlimited Sanctum Support email
services are available until the plan is retired 1 year after purchase.
Once the plan is retired, Sanctum Support will no longer be available
unless another package is purchased.
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| Platinum Support |
| Ticket |
• Knowledge Base
• Email
• Phone
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Per incident professional phone and email support, available 12x5, Monday
through Friday, 6 am to 6 pm PST.
Sanctum Support provides email and phone assistance for problems with
specific symptoms encountered while using AppScan DE, where there
is a reasonable expectation that the problem is caused by the Sanctum product.
With the Platinum Ticket support package, Sanctum Support phone and email
services are delivered on a per incident basis. An incident is defined as
a single support issue and the reasonable effort needed to resolve it.
A single support issue is a problem that cannot be broken down into
subordinate issues. If a problem consists of subordinate issues, each shall
be considered a separate incident.
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| 1 Year |
• Knowledge Base
• Email
• Phone
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One year of unlimited phone and email support, available 12x5,
Monday through Friday, 6 am to 6 pm PST. Unlimited Support is defined
as no limit on the number of phone calls or email submissions, unless the
policy is changed or support is retired.
Sanctum Support provides phone and email assistance for problems with
specific symptoms encountered while using AppScan DE, where there
is a reasonable expectation that the problem is caused by the Sanctum product.
With the 1 Year Platinum support plan, unlimited Sanctum Support phone
and email services are available until the plan is retired 1 year
after purchase. Once the plan is retired, Sanctum Support will no longer
be available unless another package is purchased.
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