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 Support Levels:
  1. Product
  2. Professional
  3. Premium


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Level 1: Product Support

Product Support is included with all purchases of non-developer products. (Developer products are supported by Professional Support Contracts). After the expiration of the initial Product Support period, additional Product Support can be purchased.

Pricing
Product Support pricing is institutional -- meaning Aestiva follows the same pricing methodology across all (non-developer) products.

Each Product Support contract is sold for a one-year period. Pricing is a "Fixed Percentage" of the "Product Value." The Fixed Percentage is shown below. The Product Value is the original cost of the product, plus the cost of professional services to be supported (if any), plus product price appreciation (if any).

If you purchase multiple products then all products are rolled into a single Product Support contract.

Total Product Value Product Support Fixed Percentage
$25,000 or more. 16%
$10,000 to $25,000. 18% (Max $4,000)
$10,000 or less. 25% (Max $1,800)


Limitations
  • Product Support is limited by Aestiva's Product Support Agreement.
  • Product Support is provided during Aestiva's standard business hours. If you need support after-hours, ask your Aestiva Account Coordinator about Premium Support.
  • Product Support is not unlimited. If you exceed 12 incidents per year, then at Aestiva's option, Aestiva may bill you for the additional support requested (at Aestiva's standard billing rate) or request that you switch to Professional Support.
  • Product Support is not a substitute for Professional Services. If you need Professional Services please call your Account Coordinator for help.
  • Aestiva Product Support customers are governed and limited by Aestiva's Support Policies. If you cannot abide by Aestiva's policies then ask your Account Coordinator about Premium Support.

For more detailed information, see our Purchasing FAQs and Product Support Policies page.

Getting Started
For more information, call Aestiva toll-free at 1-888-237-8482 (AESTIVA) or 1-310-697-0338 between 8am and 5pm, California time.






SOME HIGHLIGHTED AESTIVA CUSTOMERS
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 - City of Moorpark  - Danish School of Journalism
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For more information contact:    sales@aestiva.com  1-888-AESTIVA (237-8482)   1-310-697-0338
Aestiva's business hours are 8am - 5pm, California time.

Getting no answer on the toll-free or primary phone number above?
Call 310-809-5704, 310-872-7291, or 310-872-6198, 8am-5pm, and tell us.

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