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Gain a competitive advantage
An ILOG maintenance contract helps application developers lower costs, maximize product features, and cut time-to-market. With the latest ILOG updates, your software products stay ahead of the competition. When challenges arise, ILOG Support personnel are available to solve problems and answer questions via e-mail, fax, or telephone.
Depend on comprehensive service
Subscribers enjoy uninterrupted access to new releases and enhancements.
Maintenance services keep ILOG software performing as your requirements evolve, even on new platforms or at different locations. Optional services can provide support not included in the standard contract - ideal for special projects.
Maintenance agreement
Terms and conditions under which ILOG provides maintenance support to licensees.
New release updates
New ILOG software releases -major and minor - are available to maintenance subscribers. Customers on maintenance can give their ILOG-powered applications new capabilities. Release updates are provided free of charge to maintenance customers who migrate to more recent versions of their hardware or software platforms.
Free license transfers
Customers can move a development license to a different machine as project teams change or as hardware is upgraded. Development licenses may be reassigned up to three times per year on the same platform at no charge, under conditions described in the contract.
Supporting older releases
Customers whose product life cycles demand extended support for specific versions of ILOG products can request such support as an optional service.
Bug reporting/fixes
Exclusive patches are available for maintenance customers on ILOG's website. ILOG takes fast action on bugs reported by customers. If a customer problem results from an ILOG bug, a fix or workaround will be delivered as quickly as possible. All bug fixes are available for download to maintenance subscribers who have Internet access.
Customer support
Engineers can assist customers in areas like installation, product use, and problem resolution. The majority of support hotline requests are closed within one business day. A prioritization process ensures that cases are handled according to their severity. Support is accessible via telephone, fax, and e-mail.
Geographic coverage
ILOG maintains customer support centers in the United States, Europe, Japan, and Singapore, typically serving customers in the region where the ILOG product was purchased. Maintenance customers who - because of time zone or user relocation issues - desire support from a different region's center can request this as an optional service.
Support options
ILOG's standard maintenance service covers the needs of most customers. For customers with special needs, ILOG also offers optional, extended services like 24-hour or on-site support. For the few customers whose needs are not covered by standard or optional services, ILOG can review requirements and develop other optional solutions.
Customer website and e-mail list
ILOG's exclusive maintenance subscriber website includes sections on each product. Customers can find FAQs, benchmark results, downloadable patches, and other information. ILOG customers can subscribe to a special product update e-mail list to receive important announcements and alerts as new patches become available. This list helps customers share valuable tips and experiences about using ILOG products.
Newsletter subscription
Maintenance customers receive free ILOG newsletters that include articles on new products, customer stories, expert tips, performance-enhancing recommendations, application examples, technical training opportunities, and related information.
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