# ManageEngine Endpoint Central Support Services

Your support team is just a few clicks away, to help you resolve any technical bottlenecks and ensure smooth functioning of your IT setup.

## Overview of our support plans

### Classic Support

![Classic Support](https://www.manageengine.com/products/desktop-central/images/classic-support.svg)

This is the **baseline support plan that comes along with your subscription license** (For perpetual licenses, only the yearly AMS costs applies). This offering lets you contact our support team via email or chat during regional business hours. Additionally, our technicians will also provide support over a remote session at the earliest availability.

### Premium Support

![Premium Support](https://www.manageengine.com/products/desktop-central/images/premium-support.svg)

This plan gives businesses the assurance and responsiveness needed to keep their Endpoint Central setup operating at its peak efficiency. In addition to Classic Support, Premium Support offers a dedicated account manager who will be the **single point of contact throughout your tenure, periodic health checks to ensure optimal product usage and uncover opportunities to further extract value from Endpoint Central, 24/7 multi-channel assistance, etc.**

## Opt for the right support that fits your needs

| S.No | Services offered | Classic Support | Premium Support |
|---|---|---|---|
|  | **Onboarding and training** |  |  |
| 1 | Online training (4 hours) | Must be availed at additional cost | ![Tick](https://www.manageengine.com/ems/images/icon/compliance-page-tick.svg) |
| 2 | Product consultation^ | ![Cross](https://www.manageengine.com/products/desktop-central/migration/images/migration-edition-compatison-cross.svg) | ![Tick](https://www.manageengine.com/ems/images/icon/compliance-page-tick.svg) |
| 3 | Onboarding assistance | Must be availed at additional cost | ![Tick](https://www.manageengine.com/ems/images/icon/compliance-page-tick.svg) |
|  | **Support channels** |  |  |
| 4 | Telephone support | ![Cross](https://www.manageengine.com/products/desktop-central/migration/images/migration-edition-compatison-cross.svg) | ![Tick](https://www.manageengine.com/ems/images/icon/compliance-page-tick.svg) |
| 5 | Support via remote connection | High priority issues | ![Tick](https://www.manageengine.com/ems/images/icon/compliance-page-tick.svg) |
| 6 | Email support | Regional business hours | Regional business hours |
| 7 | Chat support | ![Tick](https://www.manageengine.com/ems/images/icon/compliance-page-tick.svg) | ![Tick](https://www.manageengine.com/ems/images/icon/compliance-page-tick.svg) |
|  | **Availability & SLAs** |  |  |
| 8 | Acknowledgement of support request | Within 4 hours | Within 2 hours |
| 9 | 24×5 support | During business hours | ![Tick](https://www.manageengine.com/ems/images/icon/compliance-page-tick.svg) |
| 10 | Weekend support | ![Cross](https://www.manageengine.com/products/desktop-central/migration/images/migration-edition-compatison-cross.svg) | ![Tick](https://www.manageengine.com/ems/images/icon/compliance-page-tick.svg) |
|  | **Customer success** |  |  |
| 11 | Account manager* | ![Cross](https://www.manageengine.com/products/desktop-central/migration/images/migration-edition-compatison-cross.svg) | ![Tick](https://www.manageengine.com/ems/images/icon/compliance-page-tick.svg) |
| 12 | Global escalation team | ![Cross](https://www.manageengine.com/products/desktop-central/migration/images/migration-edition-compatison-cross.svg) | ![Tick](https://www.manageengine.com/ems/images/icon/compliance-page-tick.svg) |
| 13 | Customer portal | ![Cross](https://www.manageengine.com/products/desktop-central/migration/images/migration-edition-compatison-cross.svg) | ![Tick](https://www.manageengine.com/ems/images/icon/compliance-page-tick.svg) |
| 14 | Health check** | ![Cross](https://www.manageengine.com/products/desktop-central/migration/images/migration-edition-compatison-cross.svg) | ![Tick](https://www.manageengine.com/ems/images/icon/compliance-page-tick.svg) |

**Note:**

- *Account manager serves as your dedicated point of contact for all Premium Support services. Be it a ticket or a feature request, the account manager will be there throughout, ensuring to deliver the best possible customer experience.*
- **Health check is done periodically to ensure that Endpoint Central is performing at its best. This includes a feedback session wherein our product experts will evaluate your setup and suggest how to use the product effectively to address your requirements.*
- ^Product consultation includes custom database queries, scripts, upgrades, configurations and other customer-specific requests.

Terms and conditions of support plans, support features, pricing, and support availability are subject to change.

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