TigerLogic Software Support and Maintenance

Drive Your Business Forward With TigerLogic's Software Maintenance Agreement (SMA)

You've made a significant investment in Pick database and development tool solutions to make your business more efficient, cost-effective, competitive, and successful. Get the most value from that investment with a TigerLogic Software Maintenance Agreement. TigerLogic's SMA helps to protect and maintain your investment in Pick technology.

At TigerLogic, we're focused on our customers' success. Our technical support team works directly with our engineering team to provide timely and personalized solutions. Significant services and benefits of our SMA include:

SMA Services

  • Help Desk Support (for direct first-call customers)
  • Maintenance releases containing the latest technology advancements to supported products (Major Release upgrades and Minor Release updates)
  • Phone activations (where applicable)
  • Re-hosting and Re-licensing services
  • Adding seat licenses and components
  • Access to our secure FTP website
  • Global standards and best practices-based solutions to ensure consistent, accurate support
Key SMA Benefits

  • High quality proactive problem analysis and resolution
  • Expedited response to support inquiries
  • Available extended support options for evenings and weekends
  • Personalized advice for process improvements
  • Prioritization of problems based on severity
  • Commitment to resolve problems of any severity
  • Web tracking of reported issues
  • Opportunity to participate in beta release programs
  • Special consideration for proposed product enhancements
High Customer Value

  • Right to upgrade to Major Releases* and Minor Releases
  • Preferred rates for Re-hosting*, Hot Backup, and Re-licensing
  • Free phone-assisted software activations offered on-demand 24x7
  • Preferred pricing for training services
  • Free media replacement

* Credit for the unused portion of the existing SMA will be applied toward the purchase of a new annual SMA on the target platform.

Please see our SMA Terms and Conditions document for complete details.

TigerLogic SMA Levels

TigerLogic offers a flexible yet comprehensive suite of focused customer support levels that promptly and effectively assist your business requirements. Based on the SMA option availability listed in our Product Status Sheets, you may purchase SMA Services for a particular product in one of the following three levels:

Platinum SMA

  • 24x7 support, including holidays
  • Designed for customers who are running more complex systems and who want the assurance of support services anytime its needed.
Gold SMA

  • Our standard support level offers coverage:

    • Monday-Friday 8:00AM-6:00PM Local Time (US)
    • Saturday 8:00AM-4:00PM Pacific Time (US)
    • Excludes TigerLogic holiday closures
  • Out-of-hours support is available on a per-incident basis for an additional charge.
Bronze SMA

  • Bronze support level is limited to End-of-Life product lines.

    • Monday-Friday 8:00AM-5:00PM Local Time (US)
    • Excludes TigerLogic holiday closures
  • Out-of-hours support is available on a per-incident basis for an additional charge.

Contact Us

Contact a TigerLogic sales representative at (949) 442-4400, or via sales@tigerlogic.com to receive a quote or for more information.