Support and Maintenance Programs
Synopsys is committed to our customer’s success. We lead the industry in investment in both Research and Development and Support Services for development testing, so that we may provide our customers with continuous innovation and the highest levels of support.
Synopsys offers Standard Support from 7am to 6pm local time for San Francisco, London and Japan. This enables us to “follow the sun” for Priority 1 incidents 24 hours a day, five days a week. Priority 2 and 3 incidents are handled during local business hours in each locale.
We offer our customers online and self-help support in addition to online case tracking tools for case submission, monitoring and updating. A developer community and online knowledge base enables our customers to look up their own answers and post questions to their peers.
Designated Support Engineer (DSE) Program
A Designated Support Engineer (DSE) is a dedicated remote support specialist and product expert. The DSE is a single point of contact for customers who is intimately familiar with the deployment topology and the requirements. The DSE will manage all cases and has direct access to Synopsys internal teams such as engineering to expedite time to resolution.
DSE programs allow a customer to utilize up to 10 hours per week of a named support engineer. This engineer becomes an integral part of the customer’s deployment team and offers guidance, planning and hands-on support during those hours. A DSE can only be assigned to a maximum of 4 DSE contracts to ensure continuity and essential access to his or her resources.
- Rapid root cause diagnosis and problem resolution, reduced time to resolution (TTR)
- Increased Customer Satisfaction (CSAT) though optimized product deployment
- Reduced Total Cost Of Ownership (TCO) due to increased uptime, decreased TTR