Support Packages

Webtrends offers both essential and premium care response options to fit your needs.

(To view table, swipe right)

Essential
Care Response
(included)

Premium
Care Response
(optional)

Contact
Method

System Down

System is inoperable. Data is lost.

2 hours

During
business hours

1 hour
24/7

Phone

Critical

Business outage or significant impact threatening future productivity.
Very difficult to work around. System is unstable.

3 hours

During
business hours

1 hour
24/7

Phone

Work-Around

Problem impact is high.
Business is proceeding, but in an impaired fashion.
Workarounds are available.

3 hours
By phone

48 hours
By email

During
business hours

1 hour
By phone

48 hours
By email

During
business hours

Phone/
Email

Minor Issues

Issue does not have significant business impact.
Examples: product enhancements, usage questions, cosmetic problems.

3 hours
By phone

48 hours
By email

During
business hours

1 hour
By phone

48 hours
By email

During
business hours

Phone/
Email

Please contact your Webtrends account manager for details on upgrading to Premium Care. Or reach out at:
sales@webtrends.com

Support Options

Support Portal

Open Support Case
Review Existing Cases

Knowledge Base

Best Practices | Known Issues
Work-Arounds

Tutorials

Learn about Webtrends Analytics
with helpful training videos

Help Center

Support options, documentation,
release notes, and more

Webtrends Analytics

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