Each element of the Saba Maintenance and Support offering is designed to fulfill one goal—streamline your access to Saba when and how you need it.

Maintenance
Saba believes that your satisfaction with our products depends on both ongoing product innovation as well as product quality. As such, all code releases of products licensed by your organization are made available to you as they happen. Simply put, Maintenance gives you access to continuous innovation and improvement; insuring your organization derives ongoing value from your Saba investment.

Maintenance covers:

• Major releases
• Minor releases
• Service packs and patch releases

Online Case Tracking
In keeping with our commitment to state-of-the-art support, Saba is pleased to offer 24x7 online case filing and tracking.

Saba’s online case submission and tracking tool isavailable to all Maintenance & Support customers. It allows you to submit, update, and track your cases around the clock. The tool will

• track the progress of any open case submitted to the customer support team either online or via phone
• real-time and available 24/7, so you can keep an eye on the progress of your submitted issue(s)
• reporting is also available for you to review your case history and usage patterns.

Saba’s Support Team
The customer support team is staffed with Saba experts with the knowledge to keep your application up and running. Some of the highlights:

• Teams in the United States, the United Kingdom, Germany and Japan
• Telephone support is available based on your business need, up to 7x24x365
• Support is provided in many languages
• Telephone support is toll-free in the United States, the United Kingdom, Canada, and most of Northern Europe
• Two Authorized Support Contacts (ASC) can be designated per agreement, and any number of additional ASCs can be purchased
• Response times are rapid and based on pre-defined, easily understood severity levels. Target Response Times are based on your level of service.
• To ensure a high level of satisfaction, escalation paths are explicit and easy to follow

Knowledgebase Access
Saba customers have access to the wide and deep body of knowledge documented by our customer support professionals. To that end, Saba has an online searchable knowledgebase containing vast detail on the use of Saba products; including solutions to common problems, plus tips and tricks. This repository is available 7x24 and is constantly updated in order to get the latest information to users.

Integration with Services
Many times our Professional Services team will work with our customers to implement new versions, changes to their exisiting installations or other requests. Saba has created a "handoff" process between consulting and customer support where all the details relevant to your Saba implementation are transferred, saving you time and trouble when you call.

Focus on Customer Success
The net result is that Saba Maintenance & Support is all about your success. It is no coincidence our renewal rates are consistently around 99%.