Can a customer buy add-on technical support if required?
Yes, as long as the customer has complete and current Maintenance coverage on the product the additional support is for. What happens to VLA customers who have an active Premium Service contract when the VLA Standard and Priority Maintenance offerings were introduced? This depends on how the customer obtained their current support offering. a. If the customer purchased a Premium Service contract (not an entitlement from VLA Maintenance purchase), there is no transition to the new Maintenance offering (unlimited support). The customer will receive support under their current model until the Premium Service contract term end date. Thereafter, the customer must purchase Standard or Priority Maintenance to receive support. b. If customer’s support level is an entitlement based on Maintenance purchased under VLA, customer continues to receive X level of support (MNT 1 through P5000 as entitlement). Customer may opt to continue with current Premium Service agreement and will receive support
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