Blog  |  Contact Us

Support Plans

Seapine Technical Support PlansWith Seapine customer support, expert advice and help is available whenever and wherever you need it. And, support is always free with every product evaluation.

Premium Care Support and Maintenance

  • Support coverage Monday-Friday 9:00 AM - 6:00 PM (ET), excluding major holidays
  • Unlimited telephone, email, and online technical support
  • Free upgrades for all major and minor releases*
  • Unrestricted knowledgebase access

Premium Care support, which is required with the initial purchase of any perpetual licensed Seapine product and also included in the cost of subscription licenses, protects your software investment by providing technical support and all related product upgrades for an annual price. Equivalent to many companies' top-tier support program, Premium Care makes it easy for organizations to keep their Seapine solutions up to date.

Critical Care Support and Maintenance

  • Requires Premium Care subscription
  • 24x7 support coverage, including major holidays
  • Priority routing of issues during business hours
  • Thirty minute response time
  • Unlimited telephone, email, and online technical support
  • Free upgrades for all major and minor releases*
  • Unrestricted knowledgebase access

Critical Care support provides 24-hour-a-day technical support for organizations that leverage Seapine solutions for mission-critical processes and applications. This plan also protects your software investment by including all upgrades for an annual price.

Critical Care covers a single product at a single location. Additional products or locations may be placed under Critical Care for an additional cost. Our pricing policy ensures you are not paying for coverage on non-mission critical products. We currently offer Critical Care subscriptions for all server-based products including Surround SCM and the TestTrack product family.

* Bug fixes are made in the current product version, not to earlier versions that are still supported.

Support Renewal

Seapine maintenance support plans for perpetual licenses must be renewed annually. If you do not renew, you will no longer have access to unlimited technical support or product upgrades.

  • Premium Care support costs 20% of the current license price. Costs can be prorated for additional licenses to ensure that your support plan terminates on a single date.
  • Critical Care requires an active Premium Care support plan plus $3,000 per product, per server installation location.

Expired Support

Expired support plan subscriptions can be renewed at the following rates:

Period Expired
Premium Care
Renewal Rate*
Critical Care
Renewal Rate**
Up to 1 year
One year to two years
Two years to three years

* Based on the current license price

** In addition to the Premium Care renewal rate

If your maintenance plan expired more than three years ago, please email sales for additional information.

© 2015 Seapine Software, Inc., All rights reserved.