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| Advice and guidance via telephone
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| For EMEA customers: 9.00 to 17.30 (GMT) Monday to Friday excluding Bank and Public Holidays
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| For US and Rest of World customers: 8.00 to 18.00 (PST) Monday to Friday excluding statutory holidays
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| Provision of replacement keys in the event of hardware failure.
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| Qualification for discount on upgrade fees to the current version.
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| Provision of patches for category 1 and 2 faults reported in either run time or development environments.
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| No software fixes for category 3 and 4 faults.
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| Provision of the then current release of the prior version on a later version of the Operating System/Database subject to PROIV's Supported Platforms & Versions policy.
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