ManageEngine Software Maintenance and Support Services

At ManageEngine, we believe every customer is important and is the reason for our existence. We also realize that our growth lies in keeping our customers happy. Our support is available 24 hours a day & 5 days a week, except public holidays.

• Help Documents
• Our online forums
• Servicepacks

Email Support: ManageEngine provides email support (during the business hours) for signing-up, usage assistance, problem diagnosis and resolution, clarification in documentation, and technical guidance. Fill out the form below and we will get back to you. Important notes: Please provide as much information as possible to make sure you get the right response. To report a bug, kindly tell us the steps to re-produce.

Telephone Support: Customers can avail telephone support for the following: To report a problem and get technical assistance. Following up on a problem. Communicating the priority. Getting the status on your current problem etc. USA (Toll free, 24 hrs 5 days a week) +1-888-720-9500 +1-800-443-6694 International +1-925-924-9500 Australia +1-800-631-268 India (Toll free, 9am to 6pm IST) If in India, please call 1800-425-5558

Example Format of Information while Logging Your Problem:

• Version of the product: ServiceDesk Plus 7 or OpManager 7.1, etc.
• Service Pack Version: SP3 or SP4, etc.
• Operating System: Solaris 8, Win NT, or RedHat Linux 7.1, etc.
• JDK/JRE Version: JRE1.3 or JRE1.2, or JDK1.1.x, etc.
• Browser and Version: Netscape 4.76 or IE 6.0, etc.
• Details of the problem:
  • The steps to reproduce the problem
  • The relevant log files
• Thread Dumps (if any)
• CLASSPATH environment variable (if applicable)

Support Entitlement

S.No.	Description	30 Day Evaluation Support	Paid Support*
1.	Acknowledgement	2 Business Day	1 Business Day
2.	E-Mail
3.	On-line Access
4.	Remote Connect
5.	Service Pack
6.	Minor Release
7.	Telephone

* For Perpetual license model, Support has to be purchased separately and for Annual Subscription License Model, Support cost is included.

Options available are as of Jan 2006. Terms and conditions of Support plans, support features, pricing and support availability are subject to change. For current plan please contact sales@manageengine.com.