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.
- 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.
- SupportNow Designated
Product Plans are offered for online purchase through eShop at the time of
your product purchase or as an independent standalone purchase.
- To purchase one of
the plans as an independent standalone purchase, click the appropriate
"Buy Now" button in the chart below.
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SupportNow Designated Product Plan Summary
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Plan Name
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Plan Description
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Developer Plan
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Unlimited number of Cases; Two Technical Contacts during local business hours; Catalog #96810
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Enterprise Developer Plan
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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
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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.
- 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.
- 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.
- To purchase one of
the plans as an independent standalone purchase, click the appropriate
"Buy Now" button in the chart below.
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SupportNow Incident Plan Summary
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Plan Name
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Plan Description
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Incident Plan - Single Case
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Single Incident/Case; Catalog #98471
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Incident Plan -10-Case Pack
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10 Incidents/Cases; Catalog #98472
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iAnywhere Select Plans are available for iAnywhere Select Products.
- These annual, flat-fee plans provide telephone support and a variety of other services. New software version releases are not included with these plans.
- 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.
- iAnywhere Select Support Plans are offered for online purchase through eShop at the time of product purchase or as an independent standalone purchase.
- To purchase one of the plans as an independent standalone purchase, click the appropriate "Buy Now" button in the chart below.
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iAnywhere Select Product Plans
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Plan Name
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Plan Description
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Bronze Plan
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Technical Support for ten cases during normal business hours; Catalog #99886
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Silver Plan
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Technical Support for unlimited cases, Two customer contacts, 24x7 Support for critical issues, and Online Support; Catalog #99887
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Gold Plan
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Technical Support for unlimited cases, Four customer contacts, Quicker response targets, 24x7 Support for critical issues and Online Support; Catalog #98083
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Gold Plus Plan
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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
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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.
Pylon Product Trouble Tickets provide 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.
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Pylon Trouble Tickets
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Plan Name
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Plan Description
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Pylon Pro Trouble Ticket
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One Technical Support case for Pylon Pro
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Pylon Conduit Trouble Ticket
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One Technical Support case for Pylon Conduit
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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.
Go to Software Services for more information.
