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Enterprise Class Support

As a Terracotta and Software AG customer, you have access to the Empower portal — the focal point for all your support needs.

Empower's comprehensive eService portal offers you the ability to manage your support interactions online. If needed, you can access Global Support via the existing 1-888-30-TERRA toll-free number. In addition, you will be able to reach us via our global phone network. Our directory contains local and toll-free numbers around the world.

You can find more information about Global Support on our Support Services pages.

Our FAQ will help you get started, with information about requesting credentials, and answers to other how-to questions.

For technical information about Terracotta's products, please visit the documentation section of the site. We are currently in the process of integrating it into Empower's powerful Google Search appliance.


Additional Support Options for Existing Customers

Terracotta services are aimed at simplifying java applications and lowering the cost of development, integration, deployment, and maintenance.

The following support options are available for established customers:

Developer Support

Terracotta Developer Support includes 12x5 Support that helps you stay on track with your project requirements and timelines. Terracotta Developer Support gives you priority access with guaranteed response times to assist you with development and product configuration of your Terracotta project. Terracotta Developer Support gives you the flexibility to choose a support option that matches your requirements.

Developer support comes in two packages: Enterprise Project and Enterprise Unlimited.

Enterprise Project:

For one named development user, we ensure that your project receives the priority service you need for a quick resolution of technical problems should they occur. The Terracotta Support Team responds to your development and product-related issues for your Terracotta project(s).

  • 6 months priority access to a Terracotta support expert.
  • Phone, email, and Web access to support
  • 8 business-hour guaranteed response time
  • One named user
  • Unlimited incidents

Enterprise Unlimited:

For up to 10 named users, we ensure that your entire enterprise receives the priority service it needs for a quick resolution of technical problems should they occur. The Terracotta Support Team responds to development and product-related issues for all your Terracotta projects.

  • Enterprise Unlimited Developer Support
  • 6 months priority access to a Terracotta support expert.
  • Phone, email, and Web access to support
  • 8 business-hour guaranteed response time
  • One named user
  • Unlimited incidents

Production Support

Production support for Terracotta is available as part of the annual subscription for the commercial license. With enterprise production support comes the assurance that Terracotta experts are ready to take your call whenever you need help. If you use Terracotta for mission critical business functions, our 24x7 support with a guaranteed time-to-respond service level agreement (SLA) has you covered.

In addition, the annual subscription comes with a certified general-availability (GA) software package plus scheduled service packs and certified patches. Updates and fixes are provided for the software version line that you run in production, obviating the need to upgrade your production installation to receive patches. Also, hot-patches may be applied as a rolling upgrade, ensuring 100% uptime.

Annual Subscription:

For one named user, we ensure that your deployment receives the priority service you need for a quick resolution of technical problems should they occur. The Terracotta Support Team responds to your production and product related issues for your Terracotta project(s).

  • Commercial License
  • Warranty and Indemnification
  • 24X7 enterprise production support with response time SLA
  • Certified Patches
  • Scheduled service packs
  • Certified GA software package

Request More Information

Contact our Enterprise Sales Team for more information or a price quote.