PLA Support Contract

Your PLA Support Contract protects your license investment and ensures you get the most value from your PLA product. Your first PLA product purchase comes with at least 12 months of PLA Support included.

Please note that additional purchases do not extend the duration of your Support Contract. To ensure continuous access to all benefits, you need to renew your Support Contract.

While your contract is active, you have full access to the following benefits:

• Access to 2nd level support
• Priority support
• Access to updates of all licensed components
• Investment protection

Our support system is designed to cater to your needs with two distinct levels:

• 1st Level Support: Includes technical and installation assistance, available to all users regardless of Support Contract status
• 2nd Level Support: Exclusively available to active PLA Support Contract holders, this includes advanced statistical and scientific support provided by our expert biostatisticians and (bio-)chemists

With an active PLA Support Contract, your support requests receive priority handling with a target response time of one business day during the applicable support hours.

With an active PLA Support Contract, you have access to generally released updates and upgrades for the PLA licenses and licensed add-ons covered by your Support Contract, subject to the applicable version and compatibility requirements.

Customer-specific add-ons or extensions are maintained only where they are expressly included in the applicable Support Contract or otherwise agreed.

Keep your software up to date and fully supported. Our Support Contract ensures continuous updates, safeguarding your initial investment. This proactive approach prevents potential issues that could arise from outdated software, saving you time and resources in the long run.