Support for Enterprise Architect

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Support services of SparxSystems Europe

Our support team is here to assist you with any questions or concerns you may have regarding the tools in the SparxSystems Europe Product Suite. Our services range from email-based support with our Tool Support to assistance with installation and personalised queries through our Premium Support.

Tool Support

Our Tool Support provides email assistance for technical queries related to Enterprise Architect, Pro Cloud Server, and Prolaborate. When you purchase Enterprise Architect licences or renew your maintenance plan, you are entitled to the following services for 12 months.

Included services:

N

Limited to email support

N

Basic setup and configuration of Enterprise Architect and related tools

N

Providing downloads for Enterprise Architect, Pro Cloud Server, and Keystore for users with expired maintenance (only EA versions available during active maintenance)

N

Assistance with navigating the interface and finding specific functions/options in our tools

N

Basic troubleshooting of bugs and issues in Enterprise Architect and related tools (this includes submitting a bug report to the head office if necessary)

Premium Support

Our Premium Support handles complex and individual modelling enquiries. Experts from our training team are also available for specialised questions. In addition to email assistance, we provide direct, hands-on support through our screen-sharing service to ensure optimal results.

Included services:

N

Direct access to our specialist team via email and screen-sharing support

N

User support for Enterprise Architect, including error analysis and designing workarounds.
Implementation of workarounds on a time and material basis

N

Model check: Analysis and advice for model optimisation

N

Customisation of individually developed components during product upgrades

N

Guaranteed response time within 4 hours during SparxSystems Software GmbH’s business hours in Austria

€ 180,-
(per hour)

Installation Service Support

Our Installation Service Support helps you with the installation and configuration of Enterprise Architect, Pro Cloud Server, and Prolaborate. Through our screen-sharing service, we offer direct and efficient guidance.

Included Services:

N

Guided setup of Enterprise Architect, Pro Cloud Server and Prolaborate

N

Configuration of Keystore und Web EA

N

Set up and configuration of Pro Cloud Server / Prolaborate integrations

N

Migration of your current repository to a database, if necessary

N

Instructions for future administration of the Pro Cloud Server

€ 1.800,-
(Flat rate)