SAPIEN Support questions may range from licensing/installation, trial products and free tools to web support, wish list/feature requests, and general feedback.

There are three levels of support available to our customers:

Premium Support is our elevated, paid support option. It includes priority access to the SAPIEN Support Ticketing System, with direct access to Senior Staff and a guaranteed response time within 24 business hours.

Basic Support is available to all users with an active maintenance plan. It includes enhanced access to the SAPIEN Support Ticketing System, with a guaranteed response time within 40 business hours.

General Support is available to all SAPIEN account holders with no licenses, trial keys only, or licenses with expired maintenance. It includes access to the SAPIEN Support Ticketing System with no guaranteed response time.