The base level annual agreement for Support and Maintenance. Service features are:

• 3 incidents annually per covered CodeGear Product License
• Access to all product updates and upgrades released during the term of the agreement
• Product updates and upgrades delivered by electronic transfer or on CD-ROM
• Phone access to the CodeGearSupportCenter during regional business hours
• Access to the CodeGear online knowledgebase
• Online support incident submittal and tracking; full access to CodeGear Support Online

The support element of the service is provided until the predefined number of incidents has been used or 12 months have elapsed, whichever comes first. The maintenance element of the service is always provided for the full 12 months

The medium level annual agreement. Service features are:

• Unlimited incidents for the covered CodeGear Product(s)
• Access to support for up to two Authorized Contacts
• Access to all product updates and upgrades released during the term of the agreement
• Product updates and upgrades delivered by electronic transfer or on CD-ROM
• Phone access to the CodeGearSupportCenter during regional business hours
• Access to the CodeGear online knowledgebase
• Online support incident submittal and tracking; full access to CodeGear Support Online

The highest level annual agreement. Service Features are:

• Unlimited incidents for the covered CodeGear Product(s)
• Access to support for up to five Authorized Contacts
• Access to all product updates and upgrades released during the term of the agreement
• Product updates and upgrades delivered by electronic transfer or on CD-ROM
• Phone access to the CodeGearSupportCenter during regional business hours
• Access to the CodeGear online knowledgebase
• Online support incident submittal and tracking; full access to CodeGear Support Online
• Highest priority for submitted support incidents
• Critical failure support, whereby a patch may be provided to the customer for critical situations where a deployed system is inoperable
• Defined response time goals, linked to the support incident severity