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Support Plans

A key component of every successful web analytics solution is knowledgeable and responsive Technical Support. Webtrends offers two levels of annual Support Plans, Essential Care and Premium Care, with service levels to meet a wide range of needs. Read our guide to technical support processes here

The level of technical support available during a product lifecycle varies depending upon the lifecycle phase that the product is in. The current support status information for each Webtrends product can be found in this document.

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Find out more information on Webtrends Support and how to purchase a Support Plan

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Essential Care

Essential Care is an annual agreement that provides Webtrends Online Support Center access, Technical Support services and Product Maintenance for four named contacts. Essential Care is required with the initial purchase of all Webtrends products.

Plan Services

Webtrends Online Support Center

  • Access thousands of Webtrends Knowledge Base articles to find answers to commonly asked questions
  • Create and manage your Support Cases to get personalized help from our experienced Support Analysts

Support Services

  • Telephone Support During Normal Business Hours
  • Support Case Help — Target response time is four hours during normal business hours
  • Named Key Contacts — You may designate four named Technical Contacts from your company who may contact Webtrends Technical Support for all software issues

Product Maintenance

  • Hotfixes and Inline Releases
  • Service Packs
  • New Versions
  • Access to Beta Product

Premium Care

In addition to what’s included in Essential Care, Premium Care provides 24/7 Telephone Support for critical issues, expedited Support Services, priority routing of issues, a designated toll-free number, remote diagnostics, and 10 named contacts.

Premium Care is available in North America, EMEA, Australia and New Zealand. For availability in other areas, please contact a reseller.

Plan Services

Webtrends Online Support Center

  • Create and manage your Support Cases to get personalized help from our experienced Support Analysts

Support Services

  • 24/7 Telephone Support
  • Priority routing of all telephone support calls during Normal Business Hours
  • After-hours critical issue pager support for severity 1 and severity 2 issues is available all days of the week (including holidays)
  • Designated toll-free number
  • Availability in Europe, Middle East, Asia, Africa, Australia, New Zealand and North America and The Caribbean
  • Support Case Help — Target response time is one hour during normal business hours
  • Priority routing of issues
  • Remote diagnostics (initiated with client authorization only)
  • Named Key Contacts — Customers may designate 10 named Technical Contacts from their company who may contact with Webtrends Technical Support for all software issues

Product Maintenance

  • Hotfixes and Inline Releases
  • Service Packs
  • New Versions
  • Access to Beta Product

Support Plan Features

Premium Care* Essential Care* No Plan
Online Support
KnowledgeBase
Webtrends SupportNet
Documentation ✔ ***
KnowledgeBase
Support Services
Telephone Support during normal business hours
Priority Routing of Issues and Inbound Phone Inquiries
24 X 7 Telephone Support after-hours pager support for Severity 1 and Severity 2 issues only. One-hour targeted response time.
Designated toll-free number (limited to certain countries)
Online Support Request – during normal business hours
Targeted 1-hour response
Targeted 4-hour response
Remote diagnostics (initiated with client authorization only)
Named Key Contacts (Additional contacts are available to purchase for Premium Care customers) 10 4
Product Maintenance
Hotfixes and Inline Releases
Service Packs
New Versions
Access to Beta Product (not a guarantee of acceptance)
* Limited availability of Premium Care features outside of North America and Europe. Consult a Webtrends sales representative for availability.
** Not all features of Essential Care are available outside of North America and Europe. Please contact your local representative for details.
*** A current Support Plan is required to access some documentation.