Premium and Designated Support Services

Black Duck delivers premium support & expert engineers for faster response and deeper technical, tactical, and ops expertise.

Upgrade your support

Select the right support program for your service level requirements

All customers can access standard technical support when they purchase a Black Duck license. For customers with mission- critical or distributed development environments, Premium Support programs can provide the greater levels of coverage you need.

Keep mission-critical applications running

Avoid downtime for mission-critical applications with 24-hour premium support, accelerated response times, and expedited escalation to engineering.

Discover resolutions quicker with proactive case management

Reduce time to problem resolution with proactive case management, rapid root cause diagnosis, and corrective action planning.

Access designated resources and expertise

Receive personalized, hands-on guidance from a designated engineer who advocates for all your support needs, and gain access to internal subject matter experts.

Comparing the support programs

Task and Activities	Standard	Premium	Premium Support Plus
Coverage	U.S./Canada: 8 a.m. - 5 p.m. M-F* Other countries: 9 a.m. - 5 p.m. M-F*	24/5 M-F**	24/7
P1 Service Level Objective (SLO)	24 hours	4 hours	4 hours
Phone support
Case tracking and monitoring	Case management via community	Case management via community	Case management via community
Access to documentation
Access to knowledgebase
Access to support community
Prioritized case
Expedited response times		24/5 access Follow-the-sun approach for critical issues Expedited case escalation	24/7 access Follow-the-sun approach for critical issues Expedited case escalation
VPN remote access		Available with optional DSE	Available with optional DSE

*Coverage hours are in local time. Global and multiregion customers must select a designated time zone to determine their local support hours. Closed on public holidays.
** Friday workweek ends at 5 p.m. Pacific Time. Closed on public holidays.

<p>Gain access to a designated remote support specialist and product expert with Synopsys Designated Support Engineer (DSE) and Premium Support programs.</p><p>The DSE is a customer’s single point of contact for support needs, managing all cases with direct access to Synopsys internal teams to expedite time to resolution. The DSE program provides customers with up to 10 hours per week with a named support engineer.</p>

In need of a designated support resource?

Gain access to a designated remote support specialist and product expert with Black Duck Designated Support Engineer (DSE) and Premium Support programs.

The DSE is a customer’s single point of contact for support needs, managing all cases with direct access to Black Duck internal teams to expedite time to resolution. The DSE program provides customers with up to 10 hours per week with a named support engineer.

Meet your support team

From self-serve resources to our dedicated team, Black Duck provides support for all stages of your AppSec journey.

Customer Community

Access self-serve product education, documentation, and peer support in the customer community.

Go to the Community

Customer Success Manager (CSM)

Achieve long-term success with your CSM, the key advocate for your needs at Black Duck.

Technical Support Engineer (TSE)

Resolve your support tickets with complimentary product and service assistance from a TSE.

Designated Support Engineer (DSE)

Obtain fast, personalized assistance from your assigned support contact and product DSE.

Need help?