Premium and Designated Support Services

Synopsys offers Premium Support and Designated Support Engineer programs for customers in need of expedited response times and more specialized technical, tactical, and operational knowledge.

Select the right support program for your service level requirements

All customers can access standard technical support when they purchase a Synopsys 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 Plus

Coverage

9 a.m. - 5 p.m. M-F

24/5

24/7

P1 service level objective

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

Shared access to a designated support engineer

Best practice guidance

Access to an internal subject matter expert

Access to an internal subject matter expert

Expedited response times

  • 24/5 access
  • Follow-the-sun approach for critical issues
  • Expedited escalation to engineering
  • 24/5 access
  • Follow-the-sun approach for critical issues
  • Expedited escalation to engineering

VPN remote access

In need of a designated support resource?

Gain access to a designated remote support specialist and product expert with Synopsys 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 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.

Meet your support team

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

Need help?

Additional support resources