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Support policies and available packages and add-ons
17 articles
Standard/Licensed Document Packages Available for PurchaseThis article contains an overview of all of the standard/licensed document packages your agency can purchase through your Account Manager
Penelope Packages and Add-Ons | Support Packages (Free and Add-On)SLA information for Penelope Support
Penelope Packages and Add-Ons | Setting Up a Phone Support Call
Penelope Packages and Add-Ons | Advanced Support Consultant
Penelope Support Policies | Australia and New Zealand
Penelope Support | Scheduled Maintenance
Mass Upgrades and Emergency Maintenance FAQ
Penelope Support | Support Holidays
Penelope Support Policies | Who Should I Contact?
Penelope Support Policies | Contacting SupportHow to contact support, submitting a ticket, getting support
Penelope Support Policies | Critical After Hours Support
Penelope Support Policies | Case Priorities
Penelope Support Policies | Defect Severity and Resolution Timeframe
Support Scope Guidelines for Penelope
Support Scope Guidelines for Server Issues
Support Scope Guidelines for Engage Issues
Support Scope Guidelines for ODBC