Working with our Vertiv Sales team enables complex designs to be configured to your unique needs. If you are an organization seeking technical guidance on a large project, Vertiv can provide the support you require.

Learn More

Many customers work with a Vertiv reseller partner to buy Vertiv products for their IT applications. Partners have extensive training and experience, and are uniquely positioned to specify, sell and support entire IT and infrastructure solutions with Vertiv products.

Find a Reseller

Already know what you need? Want the convenience of online purchase and shipping? Certain categories of Vertiv products can be purchased through an online reseller.


Find an Online Reseller

Need help choosing a product? Speak with a highly qualified Vertiv Specialist who will help guide you to the solution that is right for you.



Contact a Vertiv Specialist

Avocent Software | Maintenan​ce Program Overview

 SilverGold

Term Length

1 year or 2 year options1 1 year or 2 year options1

Technical Contacts*

3 6

Response Time2

Based on Severity level:
1, 2 = 4 hours
3, 4 = 12 hours
Based on Severity level:
1, 2 = 2 hours
3, 4 = 8 hours

Follow Up Time2

Based on Severity level:
1 = Every 8 hours
2 = Every 2 days
3, 4 = Every 5 days
Based on Severity level:
1 = Every 4 hours
2 = Daily
3, 4 = Every 3 days

Phone Support

8 hours, 5 days a week (Monday- Friday)3
Support available in English, French, Japanese, German and Mandarin
24 hours, 7 days a week
Support available in English

1 Start date is date of purchase
2 Communication is via email or phone. Response times are based on initial phone contact.
3 Local operations center time (Local support centers: Philippines and China in APAC, Romania in EMEA and Florida in North America).

NOTE: Both Silver and Gold Maintenance include service packs, major and minor upgrades, online community, web portal, email and symbols library.

Severity LEVELS

Severity LEVELDescription

1

Complete loss of service for all users.
May cause direct revenue loss.

2

Limited loss of service.
No acceptable workaround available.
Operations can continue in a limited fashion.

3

Minor impact to limited functionality.
Functional via workaround.
Inconvenience.

4

No loss of service.
Request for information.

NOTE: ALL RESPONSE TIMES AND FOLLOW-UP TIMES ARE ESTIMATES ONLY. AVOCENT WILL USE ITS BEST EFFORTS TO MEET THE NOTED TIMES BUT MAKES NO GUARANTEE OR WARRANTIES WITH RESPECT TO SUCH RESPONSE TIMES AND FOLLOW-UP TIMES. AVOCENT’S ABILITY TO RESOLVE SOME SOFTWARE ISSUES OR TRIAGE AN ISSUE THAT MAY NEED ENGINEERING TO RESOLVE MAY REQUIRE REMOTE ACCESS TO THE SOFTWARE ENVIRONMENT.FAILURE TO PROVIDE REMOTE ACCESS MAY RESULT IN A DELAY OR LACK OF A RESOLUTION FOR THE REPORTED ISSUE.

Related Articles

Partner Login

Language & Location