Your business infrastructure must operate smoothly and efficiently. Therefore, you require expertise and top-notch technical service during times of crisis and new project deployments. Sybase strongly encourages you to purchase support. It is the most effective way of assuring the productivity of your software and your staff.
Sybase offers a comprehensive portfolio of Technical Support Plans and Software Services offerings tailored to meet every business need. We want your business to run uninterrupted, and your IT resources to work quickly to resolve issues with knowledgeable answers that are only a phone call away. Sybase's award winning Support Plans will provide you with peace of mind.
Please Note: When purchasing Incident Plans, independent of your software product purchase, please be sure to check the Designated Product List to ensure that your product is eligible for this Support.
SupportNow Standard Support is a comprehensive, around-the-clock annual plan designed to meet the needs of businesses and mission-critical deployments.
This plan provides unlimited telephone support, 24x7 support and less than 1 hour response time for P1 issues, online support services and access to all available Software Updates (maintenance and new releases).
SupportNow Standard Support is offered for purchase through eShop at time of your software product purchase.
SupportNow Designated Product Plans are annual plans that are priced on a flat-fee basis, provide technical telephone support during business hours, and do not include any software maintenance updates or new version releases.
SupportNow Designated Product Plans are offered for online purchase through eShop at the time of your product purchase or as an independent standalone purchase.
In order to receive software maintenance updates and new version releases, you must purchase an Update Subscription Plan (USP). The USP is an annual plan that provides software maintenance updates and new version releases during the one year term of the USP. Pricing is based on the individual product and is per copy of the product.
To purchase one of the plans as an independent standalone purchase, click the appropriate "Buy Now" button in the chart below.
SupportNow Designated Product Plan Summary
Plan Name
Plan Description
Developer Plan
Unlimited number of Cases; Two Technical Contacts during local business hours; Catalog #96810
Enterprise Developer Plan
All Developer Plan components plus: Priority response times, Priority access to the Enterprise Technical Support Team, and proactive services such as Account Management and regular review meetings; Catalog #96811
SupportNow Incident Plans provide case-based technical telephone support during business hours for Designated Products. They do not include any software maintenance updates or new version releases.
Incident Plans are available on eShop for one case or in annual ten-case packs.
Single Cases expire in three months from date of purchase, or when the case has been used, whichever occurs first.
Ten-Case Packs expire one year from date of purchase or when all cases have been used, whichever occurs first.
In order to receive software maintenance updates and new version releases, you must purchase an Update Subscription Plan (USP). The USP is an annual plan that provides software maintenance updates and new version releases during the one year term of the USP. Pricing is based on the individual product and is per copy of the product.
These annual, flat-fee plans provide telephone support and a variety of other services. New software version releases are not included with these plans.
iAnywhere Select Support Plans are offered for online purchase through eShop at the time of product purchase or as an independent standalone purchase.
In order to receive new software version releases, you can purchase an Update Subscription Plan (USP). The USP is an annual plan that provides maintenance and new version software releases during the one year term of the USP. Pricing is based on the individual product and is per copy of the product.
To purchase one of the plans as an independent standalone purchase, click the appropriate "Buy Now" button in the chart below.
iAnywhere Select Product Plans
Plan Name
Plan Description
Bronze Plan
Technical Support for ten cases during normal business hours; Catalog #99886
Silver Plan
Technical Support for unlimited cases, Two customer contacts, 24x7 Support for critical issues, and Online Support; Catalog #99887
Gold Plan
Technical Support for unlimited cases, Four customer contacts, Quicker response targets, 24x7 Support for critical issues and Online Support; Catalog #98083
Gold Plus Plan
Technical Support for unlimited cases, Four customer contacts, 24x7 Support for critical issues, The highest priority response targets, Access to the Enterprise technical team, Account Management Services, Review meetings and the option to add Alliance services; Catalog #98084
When should I order iAnywhere Select Support Plans?
Choose iAnywhere Select Support Plans (Bronze, Silver, Gold, Gold-Plus):
If you need support for an entirely new iAnywhere Select product purchase.
Choose the new SupportNow Standard Plan:
If you are purchasing additional licenses for an existing project currently covered by SupportNow Basic or Extended Support.
If you are purchasing licenses for iAnywhere Select and other Sybase products (not iAnywhere Select plans).
Call your Sybase or iAnywhere Sales Representative:
If you are purchasing additional iAnywhere Select products for an existing project currently covered by SupportNow Enterprise Support.
SQL Anywhere CPU Bug Confirmation Service provides a level of insurance that if an Incident Case is determined by Sybase iAnywhere Technical Support to be a bug in the most recent release of SQL Anywhere, the Incident Case charge will be refunded.
The SQL Anywhere CPU Bug Confirmation Service is a potential add-on to the purchase of Incident Support Cases (single-case Incident Support or ten-pack Incident Support) for the SQL Anywhere Server - CPU License Models.
With the purchase of Single-Case Incident Support and the purchase of the SQL Anywhere CPU Bug Confirmation Service: If it is determined by Sybase Technical Support that the "Incident" is a bug, the Incident fee will be refunded (Single-Case Incident Support) or the customer will get an Incident "back" for reuse (Ten-Case Incident Support). The Ten-Case Incident Pack expiration dates do not get extended just because an Incident has been given "back" to be reused. The original expiration dates of the ten-case incident pack still apply.
Timing: If SQL Anywhere CPU Bug Confirmation Service is purchased at the time of your software product purchase, it becomes effective immediately. If this service is not bought at the time of your software product purchase, there is a 7 day waiting period before the service becomes effective. You cannot purchase the Bug Confirmation Service and retroactively use it on any Incident cases that were opened prior to the effective date of the service.
The SQL Anywhere CPU Bug Confirmation Service is good for 3 years from the date of purchase and is available only in North America.
The SQL Anywhere CPU Bug Confirmation Service requires the prior or concurrent purchase of any SQL Anywhere 1 CPU or 2 CPU license. It is not available for the SQL Anywhere Personal Server, i.e. the standalone server, or for any other components of SQL Anywhere.
Pylon Product Trouble Ticketsprovide one Technical Support case for specific Pylon products. Once your order is processed, Technical Support Engineers will contact you within the business day. New software version releases are not included with these plans.
Pylon Trouble Tickets are offered as an independent standalone purchase on eShop.
To purchase one of the trouble tickets, click the appropriate "Buy Now" button in the chart below.
Pylon Trouble Tickets
Plan Name
Plan Description
Pylon Pro Trouble Ticket
One Technical Support case for Pylon Pro
Pylon Conduit Trouble Ticket
One Technical Support case for Pylon Conduit
The Update Subscription Plan (USP) is an annual plan that provides maintenance and new version software releases during the one year term of the USP. Pricing is based on the individual product and is per copy of the product.
USPs are offered for purchase through eShop at the time of your software product purchase
New Version releases are not included with the following plans. To receive software version updates for the products covered by these plans, you need to purchase a USP:
SupportNow Designated Product Plans
iAnywhere Select Plans
Pylon Product Trouble Tickets
Software Services
Maintenance Releases are fully-tested, production-quality software releases that include software bug fixes.
New Version Releases are fully-tested, production-quality software releases that often include new features, improved performance and changes to ensure your Sybase products are optimized for your operating system and hardware.
