MS Technology

MSTPremium Support & Subscription

Focused, 24-Hour Support For Production Environments

  • Global, 24x7 support for Severity 1 issues
  • Fast response times for critical issues
  • Unlimited number of support requests
  • Remote Support
  • Online access to documentation and technical resources, knowledge base, discussion forums
  • Product updates


MST Premium Support is designed with your production environments in mind. Our global support centers are staffed around the clock to provide you access to our industry-leading expertise. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.

Feature Basic Support
Hours of Operation 24 Hours/Day 7 Days/Week 365 Days/Year
Length of Service 1 or 3 Years
Product Updates
Products Supported All Products
Method of Access Telephone/Web
Response Method Telephone/Email
Remote Support
Root Cause Analysis
Access to MST Website
Access to MST Knowledge Base
Max Number of Technical Contacts per Contract 10
Number of Support Requests Unlimited
Target Response Times
Critical (Severity 1) 2 business hours or less
Major (Severity 2) 5 business hours
Minor (Severity 3) 8 business hours
Cosmetic (Severity 4) 16 business hours
Business Hours Monday - Friday
North America 6 a.m. to 6 p.m. (local time zone)
Alaska, Hawaii 6 a.m. to 6 p.m. (PST/PDT)
Latin America /td> 9 a.m. to 6 p.m. (local time zone)
South America 9 a.m. to 6 p.m. (local time zone)
Europe, Middle East, Africa (EMEA) 8 a.m. to 8 p.m. (GMT)
Asia, Pacific Rim, Japan (APJ) 9:00 a.m. to 9:00 p.m. (India Time)
Australia/New Zealand 7 a.m. to 7 p.m. (Sydney AET)