{"id":14580,"date":"2026-04-13T17:08:26","date_gmt":"2026-04-13T15:08:26","guid":{"rendered":"https:\/\/tricise.com\/docu\/automation-5\/automic-product-support-l1-l2-24-7-tam\/"},"modified":"2026-11-12T16:57:25","modified_gmt":"2026-11-12T15:57:25","slug":"automic-product-support-l1-l2-24-7-tam","status":"publish","type":"docs","link":"https:\/\/tricise.com\/de\/docu\/automic\/services\/product-support\/automic-product-support-l1-l2-24-7-tam\/","title":{"rendered":"Automic Product Support (L1\/L2, 24\/7, TAM)"},"content":{"rendered":"\n<style>\n.tcs-hover-benefit { transition: border-color 0.15s ease, transform 0.15s ease; }\n.tcs-hover-benefit:hover { border-color: #A32D2D !important; transform: translateY(-2px); }\n.tcs-hover-btn-primary { transition: background-color 0.15s ease, transform 0.15s ease; }\n.tcs-hover-btn-primary:hover { background-color: #A3192A !important; transform: translateY(-1px); }\n.tcs-hover-btn-secondary { transition: background-color 0.15s ease, transform 0.15s ease; 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bottom:28px; right:32px; background:#FFFFFF; border:1.5px solid #2C2C2A; border-radius:12px; padding:16px 20px; transform:rotate(-2deg); box-shadow:0 6px 20px rgba(44,44,42,0.15); z-index:3;\">\n      <div style=\"font-size:9px; font-weight:600; color:#2C2C2A; text-transform:uppercase; letter-spacing:1px; margin-bottom:4px; font-family:ui-monospace,SFMono-Regular,Menlo,Consolas,monospace;\">Silver edition<\/div>\n      <div style=\"font-size:28px; font-weight:600; color:#CF2031; line-height:1; letter-spacing:-0.5px;\">Included<\/div>\n      <div style=\"font-size:10px; color:#6B6A66; margin-top:4px;\">with every Tricise Automic license<\/div>\n    <\/div>\n\n    <div style=\"position:relative; max-width:58%; z-index:2;\">\n      <div style=\"font-size:10px; font-weight:600; color:#CF2031; text-transform:uppercase; letter-spacing:1.5px; margin-bottom:14px; font-family:ui-monospace,SFMono-Regular,Menlo,Consolas,monospace; display:flex; align-items:center; gap:10px;\">\n        <span style=\"display:inline-block; width:24px; height:1px; background:#CF2031;\"><\/span>\n        Product Support\n      <\/div>\n      <h1 style=\"font-size:36px; font-weight:500; line-height:1.15; margin:0 0 14px 0; max-width:620px; color:#2C2C2A; letter-spacing:-0.5px;\">\n        Automic Product Support \u2014 <em style=\"font-style:italic; color:#CF2031; font-weight:500;\">24\/7 L1 support<\/em> from Tricise\n      <\/h1>\n      <p style=\"font-size:15px; color:#6B6A66; margin:0 0 24px 0; max-width:580px; line-height:1.65;\">\n        Running Automic Automation reliably takes more than a license. Automic Technical Support from Tricise delivers a clear and responsive service for system stability and swift issue resolution \u2014 with 24\/7 L1 product support, escalation management with a direct line to Broadcom engineering, and a fixed contact who knows your environment.\n      <\/p>\n      <div>\n        <a href=\"https:\/\/tricise.com\/contact\/support\/\" class=\"tcs-hover-btn-primary\" style=\"display:inline-block; font-size:13px; font-weight:500; padding:12px 22px; border-radius:8px; text-decoration:none; background:#CF2031; color:#FFFFFF; margin-right:10px;\">Contact support<\/a>\n        <a href=\"https:\/\/tricise.com\/products\/automic-automation\/tricise-service-tiers\/\" class=\"tcs-hover-btn-secondary\" style=\"display:inline-block; font-size:13px; font-weight:500; padding:12px 22px; border-radius:8px; text-decoration:none; background:#FFFFFF; color:#CF2031; border:1px solid #2C2C2A;\">Discover Service Tiers<\/a>\n      <\/div>\n    <\/div>\n\n  <\/div>\n\n  <div style=\"border-left:3px solid #A32D2D; padding:6px 0 6px 22px; margin-bottom:36px;\">\n    <div style=\"font-size:10px; font-weight:600; color:#A32D2D; text-transform:uppercase; letter-spacing:0.7px; margin:0 0 8px 0;\">Overview<\/div>\n    <p style=\"font-size:14px; line-height:1.7; color:#333333; max-width:740px; margin:0 0 14px 0;\">\n      Automic Product Support is the technical support Tricise provides for Broadcom Automic Automation, covering everything from routine maintenance questions to critical incident resolution. The Tricise support team handles 1,600+ cases a year together with its customers, supports 1,400 customer contacts and draws on experience across 45 diverse test systems. Regular requests are handled during business hours; for L1 severity issues, Tricise offers 24\/7 support outside business hours.\n    <\/p>\n    <p style=\"font-size:14px; line-height:1.7; color:#333333; max-width:740px; margin:0;\">\n      Since 1 July 2026, product support is the foundation of the Tricise Service Tiers. Silver, the first of three editions that build on each other, is included at no extra cost for every Tricise Automic license customer \u2014 existing customers included, with no opt-in and no separate contract. Gold and Platinum keep the same support foundation and add operations by Tricise experts, all the way to Broadcom Automic SaaS in the EU cloud.\n    <\/p>\n  <\/div>\n\n  <div style=\"display:grid; grid-template-columns:repeat(auto-fit, minmax(180px, 1fr)); gap:12px; margin-bottom:36px;\">\n    <div style=\"background:#F7F6F2; border-radius:8px; padding:14px 16px;\">\n      <div style=\"font-size:10px; color:#6B6A66; margin-bottom:4px; text-transform:uppercase; letter-spacing:0.4px;\">Price<\/div>\n      <div style=\"font-size:13px; font-weight:500; color:#2C2C2A;\">Included <span style=\"font-size:11px; color:#6B6A66; font-weight:400;\">with your license<\/span><\/div>\n    <\/div>\n    <div style=\"background:#F7F6F2; border-radius:8px; padding:14px 16px;\">\n      <div style=\"font-size:10px; color:#6B6A66; margin-bottom:4px; text-transform:uppercase; letter-spacing:0.4px;\">Availability<\/div>\n      <div style=\"font-size:13px; font-weight:500; color:#2C2C2A;\">24\/7 for L1 severity<\/div>\n    <\/div>\n    <div style=\"background:#F7F6F2; border-radius:8px; padding:14px 16px;\">\n      <div style=\"font-size:10px; color:#6B6A66; margin-bottom:4px; text-transform:uppercase; letter-spacing:0.4px;\">Support cases<\/div>\n      <div style=\"font-size:13px; font-weight:500; color:#2C2C2A;\">1,600+ per year<\/div>\n    <\/div>\n    <div style=\"background:#F7F6F2; border-radius:8px; padding:14px 16px;\">\n      <div style=\"font-size:10px; color:#6B6A66; margin-bottom:4px; text-transform:uppercase; letter-spacing:0.4px;\">Editions<\/div>\n      <div style=\"font-size:13px; font-weight:500; color:#2C2C2A;\">Silver \/ Gold \/ Platinum<\/div>\n    <\/div>\n  <\/div>\n\n  <div style=\"margin-bottom:36px;\">\n    <h3 style=\"font-size:20px; font-weight:500; margin:0 0 16px 0; color:#2C2C2A;\">\n      Key <em style=\"font-style:italic; color:#A32D2D; font-weight:500;\">benefits<\/em>\n    <\/h3>\n    <div style=\"display:grid; grid-template-columns:repeat(auto-fit, minmax(240px, 1fr)); gap:14px;\">\n      <div class=\"tcs-hover-benefit\" style=\"padding:18px 22px; background:#FFFFFF; border:1px solid rgba(0,0,0,0.08); border-left:4px solid #A32D2D; border-radius:4px 12px 12px 4px;\">\n        <div style=\"font-size:14px; font-weight:500; color:#2C2C2A; margin-bottom:8px;\">Help around the clock<\/div>\n        <div style=\"font-size:12px; line-height:1.65; color:#6B6A66;\">24\/7 L1 product support with structured incident and ticket management. Outside business hours, Tricise responds to L1 severity issues so your operations keep running.<\/div>\n      <\/div>\n      <div class=\"tcs-hover-benefit\" style=\"padding:18px 22px; background:#FFFFFF; border:1px solid rgba(0,0,0,0.08); border-left:4px solid #A32D2D; border-radius:4px 12px 12px 4px;\">\n        <div style=\"font-size:14px; font-weight:500; color:#2C2C2A; margin-bottom:8px;\">A direct line to Broadcom<\/div>\n        <div style=\"font-size:12px; line-height:1.65; color:#6B6A66;\">Escalation management routes complex software issues directly to Broadcom engineering, while a fixed Single Point of Contact at Tricise knows your environment.<\/div>\n      <\/div>\n      <div class=\"tcs-hover-benefit\" style=\"padding:18px 22px; background:#FFFFFF; border:1px solid rgba(0,0,0,0.08); border-left:4px solid #A32D2D; border-radius:4px 12px 12px 4px;\">\n        <div style=\"font-size:14px; font-weight:500; color:#2C2C2A; margin-bottom:8px;\">Support beyond end of service<\/div>\n        <div style=\"font-size:12px; line-height:1.65; color:#6B6A66;\">Advanced Support EOS covers the most recent end-of-service major version with root-cause analysis, existing hotfixes and workarounds, so you stay protected even during upgrade cycles.<\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n\n  <div style=\"margin-bottom:36px;\">\n    <h3 style=\"font-size:20px; font-weight:500; margin:0 0 16px 0; color:#2C2C2A;\">\n      What&#8217;s <em style=\"font-style:italic; color:#A32D2D; font-weight:500;\">included<\/em>\n    <\/h3>\n    <div style=\"display:grid; grid-template-columns:repeat(auto-fit, minmax(280px, 1fr)); gap:8px;\">\n\n      <div class=\"tcs-hover-inc\" style=\"padding:12px 16px; background:#F7F6F2; border-radius:8px;\">\n        <div style=\"font-size:13px; font-weight:500; color:#2C2C2A; margin-bottom:4px;\"><span class=\"tcs-hover-arrow\" style=\"color:#A32D2D; font-weight:500; margin-right:10px;\">\u203a<\/span>24\/7 L1 product support<\/div>\n        <div style=\"font-size:11px; line-height:1.55; color:#6B6A66; padding-left:22px;\">Structured incident and ticket management, with 24\/7 support outside business hours for L1 severity issues.<\/div>\n      <\/div>\n\n      <div class=\"tcs-hover-inc\" style=\"padding:12px 16px; background:#F7F6F2; border-radius:8px;\">\n        <div style=\"font-size:13px; font-weight:500; color:#2C2C2A; margin-bottom:4px;\"><span class=\"tcs-hover-arrow\" style=\"color:#A32D2D; font-weight:500; margin-right:10px;\">\u203a<\/span>Escalation management<\/div>\n        <div style=\"font-size:11px; line-height:1.55; color:#6B6A66; padding-left:22px;\">Complex software issues are escalated through a direct line to Broadcom engineering.<\/div>\n      <\/div>\n\n      <div class=\"tcs-hover-inc\" style=\"padding:12px 16px; background:#F7F6F2; border-radius:8px;\">\n        <div style=\"font-size:13px; font-weight:500; color:#2C2C2A; margin-bottom:4px;\"><span class=\"tcs-hover-arrow\" style=\"color:#A32D2D; font-weight:500; margin-right:10px;\">\u203a<\/span>Single Point of Contact<\/div>\n        <div style=\"font-size:11px; line-height:1.55; color:#6B6A66; padding-left:22px;\">One fixed contact at Tricise who knows your Automic environment.<\/div>\n      <\/div>\n\n      <div class=\"tcs-hover-inc\" style=\"padding:12px 16px; background:#F7F6F2; border-radius:8px;\">\n        <div style=\"font-size:13px; font-weight:500; color:#2C2C2A; margin-bottom:4px;\"><span class=\"tcs-hover-arrow\" style=\"color:#A32D2D; font-weight:500; margin-right:10px;\">\u203a<\/span>Advanced Support EOS<\/div>\n        <div style=\"font-size:11px; line-height:1.55; color:#6B6A66; padding-left:22px;\">Root-cause analysis, existing hotfixes and workarounds for the most recent end-of-service major version.<\/div>\n      <\/div>\n\n      <div class=\"tcs-hover-inc\" style=\"padding:12px 16px; background:#F7F6F2; border-radius:8px;\">\n        <div style=\"font-size:13px; font-weight:500; color:#2C2C2A; margin-bottom:4px;\"><span class=\"tcs-hover-arrow\" style=\"color:#A32D2D; font-weight:500; margin-right:10px;\">\u203a<\/span>Support ticket &amp; local phone lines<\/div>\n        <div style=\"font-size:11px; line-height:1.55; color:#6B6A66; padding-left:22px;\">Create a support ticket and Tricise gets in touch, or call the local support line for Germany, Austria, Switzerland, France, Spain, Portugal or Italy during business hours.<\/div>\n      <\/div>\n\n      <div class=\"tcs-hover-inc\" style=\"padding:12px 16px; background:#F7F6F2; border-radius:8px;\">\n        <div style=\"font-size:13px; font-weight:500; color:#2C2C2A; margin-bottom:4px;\"><span class=\"tcs-hover-arrow\" style=\"color:#A32D2D; font-weight:500; margin-right:10px;\">\u203a<\/span>Support and Professional Services together<\/div>\n        <div style=\"font-size:11px; line-height:1.55; color:#6B6A66; padding-left:22px;\">Tricise Support and Tricise Professional Services work together on support cases for faster, more accurate resolutions.<\/div>\n      <\/div>\n\n      <div class=\"tcs-hover-inc\" style=\"padding:12px 16px; background:#F7F6F2; border-radius:8px;\">\n        <div style=\"font-size:13px; font-weight:500; color:#2C2C2A; margin-bottom:4px;\"><span class=\"tcs-hover-arrow\" style=\"color:#A32D2D; font-weight:500; margin-right:10px;\">\u203a<\/span>Technical Account Manager (TAM) &amp; Premium Support<\/div>\n        <div style=\"font-size:11px; line-height:1.55; color:#6B6A66; padding-left:22px;\">Part of the Tricise support offering alongside incident and ticket management. Talk to us about the scope for your environment.<\/div>\n      <\/div>\n\n      <div class=\"tcs-hover-inc\" style=\"padding:12px 16px; background:#F7F6F2; border-radius:8px;\">\n        <div style=\"font-size:13px; font-weight:500; color:#2C2C2A; margin-bottom:4px;\"><span class=\"tcs-hover-arrow\" style=\"color:#A32D2D; font-weight:500; margin-right:10px;\">\u203a<\/span>From support to operations<\/div>\n        <div style=\"font-size:11px; line-height:1.55; color:#6B6A66; padding-left:22px;\">Gold adds AMS Infrastructure for administration and monitoring Mon\u2013Fri, 8 AM\u20135 PM (CET\/CEST), extendable to 24\/7. Platinum includes AMS Infrastructure 24\/7.<\/div>\n      <\/div>\n\n    <\/div>\n  <\/div>\n\n  <div style=\"margin-bottom:36px; padding:22px 24px; background:#FCEBEB; border-radius:12px;\">\n    <h3 style=\"font-size:20px; font-weight:500; margin:0 0 14px 0; color:#2C2C2A;\">\n      What <em style=\"font-style:italic; color:#A32D2D; font-weight:500;\">Silver includes<\/em>\n    <\/h3>\n    <div style=\"display:grid; grid-template-columns:repeat(auto-fit, minmax(280px, 1fr)); gap:12px;\">\n      <div style=\"font-size:13px; color:#501313;\">\n        <span style=\"color:#A32D2D; font-weight:600; margin-right:10px;\">\u2713<\/span>\n        <strong style=\"font-weight:500;\">24\/7 product support<\/strong>\n        <div style=\"font-size:11px; color:#791F1F; margin-top:2px; margin-left:22px;\">With incident and escalation management<\/div>\n      <\/div>\n      <div style=\"font-size:13px; color:#501313;\">\n        <span style=\"color:#A32D2D; font-weight:600; margin-right:10px;\">\u2713<\/span>\n        <strong style=\"font-weight:500;\">Fixed Single Point of Contact<\/strong>\n        <div style=\"font-size:11px; color:#791F1F; margin-top:2px; margin-left:22px;\">One contact at Tricise who knows your environment<\/div>\n      <\/div>\n      <div style=\"font-size:13px; color:#501313;\">\n        <span style=\"color:#A32D2D; font-weight:600; margin-right:10px;\">\u2713<\/span>\n        <strong style=\"font-weight:500;\">Advanced Support EOS<\/strong>\n        <div style=\"font-size:11px; color:#791F1F; margin-top:2px; margin-left:22px;\">For the most recent EOS major version<\/div>\n      <\/div>\n      <div style=\"font-size:13px; color:#501313;\">\n        <span style=\"color:#A32D2D; font-weight:600; margin-right:10px;\">\u2713<\/span>\n        <strong style=\"font-weight:500;\">3C Release Manager Light Edition<\/strong>\n        <div style=\"font-size:11px; color:#791F1F; margin-top:2px; margin-left:22px;\">Object management, DEV \u2194 PROD diffs, scheduled snapshots, audit trail<\/div>\n      <\/div>\n      <div style=\"font-size:13px; color:#501313;\">\n        <span style=\"color:#A32D2D; font-weight:600; margin-right:10px;\">\u2713<\/span>\n        <strong style=\"font-weight:500;\">Tricise Automic Action-Packs<\/strong>\n        <div style=\"font-size:11px; color:#791F1F; margin-top:2px; margin-left:22px;\">Ready-made workflow building blocks to download<\/div>\n      <\/div>\n      <div style=\"font-size:13px; color:#501313;\">\n        <span style=\"color:#A32D2D; font-weight:600; margin-right:10px;\">\u2713<\/span>\n        <strong style=\"font-weight:500;\">Tricise University Flat \u00b7 Tier 0<\/strong>\n        <div style=\"font-size:11px; color:#791F1F; margin-top:2px; margin-left:22px;\">For 2 users, self-study and instructor-led courses included<\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n\n  <div style=\"background:#2C2C2A; border-radius:12px; padding:28px 32px;\">\n    <div 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