Compare Support Plans
Compare Essential and Premium Care Features
| Support Plan Features | Premium Care* | Essential Care** | No Support Plan |
| Online Support | |||
| Knowledge Base |  |
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| Service Request Manager | |
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| Online User Forums | |
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| Notifications and Alerts | |
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| Documentation | |
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| Support Services | |||
| Telephone Support during normal business hours | |
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| Online Support Request - during normal business hours | |
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| Targeted 1-hour response | |
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| Targeted 4-hour response | |
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| Priority Routing of Issues | |
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| 24 X 7 Telephone Support After-hours pager support for Severity 1 and Severity 2 issues only. One-hour targeted response time. |
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| Designated toll-free number | |
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| Remote diagnostics (initiated with client authorization only) |
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| Named Key Contacts (Additional contacts are available to purchase for Premium Care customers) |
10 | 4 | |
| Product Maintenance | |||
| Hotfixes and Inline Releases | |
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| Service Packs | |
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| New Versions | |
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| Access to Beta Product (not a guarantee of acceptance) |
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| * | Limited availability of Premium Care features outside of North America and the EMEA. Consult a NetIQ sales representative, or a reseller in your area for availability. |
| ** | Not all features of Essential Care are available outside of North America and the EMEA. Please contact your local representative for details. |
| *** | A current Support Plan is required to access some Documentation. |
