Building on the benefits of the SECURE package, the ADVANTAGE package provides the level of support needed by customers who wish to optimize user productivity with DS expertise that fosters product innovation.

The ADVANTAGE package includes:

Enhanced Customer Support Web
ADVANTAGE package provides additional services through the Customer Support Web, including non-defect request management and non-defect knowledge-based access.

Local Support Center Access - 8 x 5
Effective troubleshooting and timely response is essential to minimizing costly downtime and guaranteeing time-to-market of new products. To address customer service matters such as defect and non-defect requests (software functionality, administration, installation issues, etc.), the ADVANTAGE package makes the DS Local Support Center accessible by phone by default in English, (except when local language support is available) for authorized customer contacts 9 am to 5 pm local time Monday through Friday (except major holidays). Local time is defined as the time zone of the DS office providing support.

Targeted Response Time
DS is committed to contacting customers within two business hours for production-down issues and to accelerating resolution and correction through the maintenance escalation procedure.

Authorized Access to the Customer Support Web and Local Support Center
With ADVANTAGE, authorized contacts have full access to the Customer Support Web and Local Support Center.

*Subject to applicable contractual Terms & Conditions