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Technical Support Options

In addition to 30 days free support, Transend offers an expanded level of support through an Annual Support & Maintenance Plan for an additional charge (required for license packs of 100 or more).

Annual Support & Maintenance

Annual Support & Maintenance includes the following for one year from the date of purchase:

  • “Getting Started” Professional Services (for license packs of 100 or more)
    • Transend’s Professional Services team will provide remote services to ensure your migration is configured as efficiently as possible.
      • Analysis of customer’s environment
      • Early Migration Assessment
      • Remote Training (if necessary)
      • Configuration Services
        • Preparation of Source and Target environments
    • Note: Customers who seek end-to-end Professional Services, on top of the “Getting Started” Professional Services that are included with the Annual Support & Maintenance package have the option to purchase end-to-end Professional Services at any time.
  • Unlimited telephone and email support regarding installation and setup issues.
  • Unlimited telephone and email support regarding all product usage issues, including all bug fixes and patches specific to customer’s migration needs.
  • Custom Builds and Instructional materials/videos for select migrations where Transend Migrator will be deployed to each end-user to self-migrate.
  • Priority access to support engineers.
  • Indirect access to Transend’s development team.
  • Post-Migration Quality Assurance: Transend engineers will conduct a postmortem consultation with the customer to ensure all migration needs were met (at the customer’s request)
  • Maximum response time of 24 hours Monday through Friday (except U.S. holidays).
  • Free product updates for one year from purchase date.

Standard 30 Days Free Support

Licensed users of Transend products are entitled to the following free support services for 30 days from date of purchase:  

  • Telephone and email support regarding installation and setup issues.
  • Email support regarding all product usage issues.
  • 2 incidents via telephone regarding product usage issues.
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