RSD offers two levels of maintenance and support: Standard and Strategic.
Standard Support provides online services and communication via customer portal, e-mail or phone. During regular business hours you have access to the support team; online services are available 24 hours a day, 7 days a week. Standard Support includes access to senior support engineers (SSE) for incident management and escalation. You can also download corrections, new releases (limited to features you've purchased), FAQs, technical documents, and invitations to user group meetings. Standard Support is available for all RSD products.
Strategic Support is the most comprehensive level of maintenance and support. If your organization cannot afford any down time for mission-critical solutions, then Strategic Support is the only choice. Strategic Support accounts have a Technical Account Manager (TAM), a single point of contact regarding support inquiries and issues. The TAM is responsible for maintaining regular contact with you to ensure you receive an unprecedented level of support, through detailed knowledge of your environment and proactive planning to minimize the risks and decrease the resolution time. Strategic Support includes everything that comes with Standard Support, plus personalized support and 24x7 for severity 1 incidents. Quarterly conference calls and an annual site visit are also included with this level.