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Customer Services & Support

Polarion - at your service!

100% Satisfaction

Polarion also scored with 93% on the total Customer Sentiment scale as well, an area in which "Many established ALM vendors have faltered" say Ovum, an independent IT analyst.

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Before you ask, check out the Resources & Downloads
If you did not find the answer, contact us by:

Customer Service Portal

Customer Service
Portal

Email us

Chat live with us

Software Support and Maintenance Levels

Bronze 1 contact eligible to open cases via:	Silver 2 contacts eligible to open cases via:	Gold 5 contacts eligible to open cases via:
= Access to Customer Service Portal · = Email Support · = Live Chat Support · = Phone Support
Installation, Update, Configuration Advice on additional extensions Log analysis Full support for the bundled Apache Subversion repository Support for additional technologies used with Polarion - Apache, LDAP, Lucene, Ant, Maven etc. Enrollment in Polarion Annual Early Access Program Access to Polarion self-serve Knowledge Center	Remote assistance requesting Priority case handling Eligibility for Polarion Hosted Services Assigned Technical Account Representative* 25% discount off Polarion Admin training course fees * A designated Technical Account Representative is assigned to Silver level customers with a minimum $20,000.00 annual support subscription.	Performance tuning Regular maintenance Free attendance at Polarion User Meeting Annual on-site visit by Assigned Technical Account Representative
	₊ All features from Bronze	₊ All features from Silver
	₊ All features from Bronze	₊ All features from Bronze
All valid maintenance agreements are Bronze unless contractually noted otherwise	Upgrade to Silver	Upgrade to Gold

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Severity Levels & Response Time

Severity Levels are designed to determine the criticality of a reported customer problem and are a method for escalating certain case.

Severity Level 1 24 h

Severity Level 2 48 h

Severity Level 3 48 h

icon Coverage: 9:00 to 17:00
Monday through Friday

Severity Level 1 12 h

Severity Level 2 24 h

Severity Level 3 36 h

icon Coverage: 9:00 to 17:00
Monday through Friday

Severity Level 1 1 h

Severity Level 2 6 h

Severity Level 3 12 h

icon Coverage: 24h
Monday through Friday

Email Contact

Remember to check out the Resources & Downloads first
To manage your support cases use the Customer Service Portal

Did you know?

You can find most of your answers in Polarion’s Customer Service Portal Knowledge Center?

Did you know?

With Gold Maintenance Level you have direct phone line access to your assigned technical support representative?

Did you know?

You can discuss your problems, get solutions and share your ideas in our community forum?

Did you know?

You have a dedicated Polarion technical contact in your company that might help you with your question before you approach Polarion Support?

Did you know?

With Silver and Gold Maintenance Levels you have dedicated Technical Account Representatives?

Did you know?

As Gold Customer you will get response for Severity 1 cases in 1 hour?