Delivering exceptional support experiences.
Every time.
At Safe Software, customer obsession is not just a value, it is how we operate.
Premium Support ensures you get the right level of help, exactly when, and how you need it.
Premium Core
Prioritized Support for Critical Issues
What is it?
Essential support that includes prioritization of critical issues and access to senior technical experts during Safe Software’s business hours.
Who is it for?
Customers who want quick access to expert support resources and efficient issue resolution during Safe Software business hours.
Key Benefits
Prioritization of your critical issues
Faster response times when you need it most
Personalized, expert-level assistance
Streamlined issue resolution
Fast response to minimize business disruption
Premium Advanced
Strategic Partnership and Enablement
What is it?
All Premium Core benefits, plus proactive and strategic services through a dedicated Technical Account Manager (TAM).
Who is it for?
Customers who seek not just support, but a proactive technical expert who understands their business, anticipates challenges, and guides them in maximizing the value of the FME Platform.
Key Benefits
Assigned TAM as a single, dedicated point of contact
Proactive issue management and escalation coordination
Customized strategic guidance aligned with customer goals
Roadmap alignment and regular strategic reviews
Enablement-focused project guidance and resource sharing
Premium Extended
24/7 Global Support Coverage
What is it?
All Premium Advanced benefits, plus around-the-clock assistance to immediately restore essential workflows when unexpected failures threaten your business operations.
Who is it for?
Customers that operate critical infrastructure and/or have global teams, where downtime is not an option and support can’t stop after business hours. Premium Extended ensures customers are never alone when an urgent issue arises.
Key Benefits
24/7 support for your critical issues
Prioritized escalation, assistance and attention to your critical issues
Access to senior specialists around the clock
Business continuity assurance in global or high-availability environments
Support Plan Comparison
Feature
Feature
Feature
Feature
|
Standard Support |
Premium Core |
Premium Advanced |
Premium Extended |
|||||
|---|---|---|---|---|---|---|---|---|
| Feature | ||||||||
| Safe Software’s Business Hours Support | ||||||||
| Access to Support Experts | ||||||||
| Knowledge Center & Documentation | ||||||||
| FME Community & Ideas Portal | ||||||||
| Software Updates & Release Downloads | ||||||||
| Critical Ticket Prioritization | ||||||||
| 1-Hour SLA for Critical Issues | ||||||||
| Technical Account Manager (TAM) | ||||||||
| Proactive Issue Monitoring & Escalation Support | ||||||||
| Strategic Guidance & Enablement | ||||||||
| Quarterly Strategic Reviews | ||||||||
| 24/7 Critical Support Coverage | ||||||||