Guide to Using Pervasive Support

Pervasive offers several options for customers who need technical assistance.

Complimentary Support

Pervasive offers complimentary support within 30 days of purchase for customers who qualify. For more information, please visit our complimentary support page or call the Customer Interaction Center.

Support Plans

Customers are encouraged to purchase a support plan for their products. Pervasive offers a number of different plans tailored to the varying needs of our customers, including reduced per incident pricing, faster response times, and extended support hour options. For more information, please visit our Support Offerings page or call the Customer Interaction Center.

Service Ticket

Customers who choose not to purchase a support plan may still obtain support by purchasing a single support ticket. Single support tickets are limited to one issue or problem per ticket, but are not limited by the time or type of problem. You can purchase a Single support ticket either from our online store or by calling the Customer Interaction Center.

Reporting Product Defects

There are two ways to report a potential product defect, depending on how fast of a resolution you need. If you would like to work with a Technical Support engineer on the bug and need a workaround for the issue while waiting on the fix, then you can open a paid incident via the normal channels. Once a Technical Support engineer verifies the issue is a product defect, a refund will be requested for the ticket you opened.

If you do not need immediate assistance with the issue, and do not wish to pay to open a ticket, you can report the bug using our Defects FYI submission form. Please note that defects submitted via the Defects FYI form are treated as internal issues and no Technical Support engineer will contact you with a workaround or bug fix notification.

Self-Help Options

The self Help Support Center offer many self-help support features that are available, 24 hours a day, including our Knowledge Base, Support Forums, product updates and patches, FAQ, online manuals, technical papers and more. We recommend that you visit our Self-Help Support Center for full options.