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Plans and Policies

Plans and Policies

Take advantage of a strategic support engagement which enables you to accelerate your MDS ap implementations, optimize IT operations, and innovate business processes faster to become a best-run business.


Support Plans

Get the support you need to efficiently implement and operate your MDS ap Tech solutions – and take advantage of new technologies. We offer a range of support services, from foundation level to strategic engagement and co-innovation. Choose the support level that makes most sense for your business.

Standard PlanThis is an inclusive offering for companies that require high-quality around-the-clock support for critical issues, access to new releases and online support services.

Enterprise Plan: For some companies, downtime is never an option, and performance and stability are mission-critical. The Enterprise plan delivers our most comprehensive offering of prioritized and proactive support services, including:

  • Highest priority response times
  • Priority access to the Enterprise Technical Team

This plan truly offers customers the ultimate in service levels and priority, and a focus on continuous improvement and getting the most from your MDS ap Tech investment.

Per-Incident Plan: Provides case-based support during business hours with an option to purchase a single or pack of cases.


Support Policies

Support on Older Software

Technical Support is generally provided for the latest two software versions. Support is continued for a minimum of one year after either the introduction of a new major version for a product or a notification of the End of Life for a product line. End of life notices for both versions and product lines are posted here. Duplication of product defects will be attempted for the current and just previous software versions, although defects are generally fixed only on current versions.

For older versions of software, limited technical assistance will be provided which consists of helping customers with questions, workarounds and migration to a supported version of the product. It does not include new bug fixes or integration of any bug fixes into previous updates. MDS ap Tech will provide existing interim versions (i.e.; updates, if any, developed for the product prior to the end of engineering support) as appropriate. MDS ap Tech will not purposely maintain staff, expertise or equipment and reproduction environments on older versions of products, and therefore, over time, the ability to provide assistance will become further limited as expertise on these older versions erodes.

Customers wishing to purchase an EOL product version, or additional copies of an EOL product version, must sign an EOL addendum acknowledging the limited technical assistance to be provided.

You can generate a list of End of Life Notifications by searching our Technical Documents Library. Simply search the title for "End of Life" and this will generate a list of notifications that you can then filter to find exactly the information you need.

Free Installation Support

We offer free installation assistance to registered customers. Sybase products provides a complimentary two-case technical support pack to assist you with installation and configuration questions. This case pack is valid for 60 days after your initial call. Additional free installation and configuration information is available through querying the Technical Documents, reviewing online product documentation, and posting questions to other users about specific issues through newsgroup.

Renewing Your Support Agreement

MDS ap Tech annual maintenance contract (AMC) has a 12 month term starting as of initial PO date.

At the end of each term, it must be renewed for our customers to continue to receive the services and benefits. All AMC terms must be continuous without gap.

Generally, an AMC is considered renewed unless we receive a written notice from our customer 30 days prior to the expiration of the current term indicating the intent not to renew.


Software Services

We continuously improve our software so that you can develop information systems to keep your business on the competitive edge. Software Services enable access to these software improvements through new version releases and maintenance releases as follows:

  • New Version Releases To keep your system current, these fully tested new version releases are issued periodically and often include new features, improved performance, and changes to ensure your products are optimized for your operating system and hardware. These releases also include fixes for software defects identified in earlier versions.
  • Maintenance Releases Production-quality maintenance releases, which include software fixes, are periodically released. These releases undergo regression testing and compatibility testing with other products to ensure the release is up to our product quality standards.

Software Services

We continuously improve our software so that you can develop information systems to keep your business on the competitive edge. Software Services enable access to these software improvements through new version releases and maintenance releases as follows:

  • New Version Releases To keep your system current, these fully tested new version releases are issued periodically and often include new features, improved performance, and changes to ensure your products are optimized for your operating system and hardware. These releases also include fixes for software defects identified in earlier versions.
  • Maintenance Releases Production-quality maintenance releases, which include software fixes, are periodically released. These releases undergo regression testing and compatibility testing with other products to ensure the release is up to our product quality standards.