Qlik’s Basic to Enterprise Support Transition - Customer FAQArticle Number: 000098424 | Last Modified: 2020/03/18
Q: What’s changing with Qlik Support Offerings?
A: Qlik is transitioning all existing Qlik Basic Support Customers over to Qlik Enterprise Support at no additional cost. In addition, Qlik will EOL (End of Life) Basic Support as a Qlik support offering.
Q: When will the transition happen?
A: April 1, 2020.
Q: Who will benefit from this transition?
A: Customers/Partners receiving Qlik Basic Support directly from Qlik.
Q: What is the difference between Basic Support and Enterprise Support?
A: While all Qlik Support Customers receive access to product updates, Qlik’s knowledgebase and Qlik’s support team for diagnosing and responding to Error reports, Enterprise Support customers receive an accelerated response cadence (24 X 7 for Severity 1 Errors)
Q: Will Qlik Basic Support customers be required to pay a fee for the upgrade to Enterprise Support offering?
A: No. Qlik will continue to honor a customer’s existing maintenance fee rates. Qlik will not recalculate maintenance fees due based upon the transition to Qlik Enterprise Support.
Q: If I have purchased perpetual licenses with Basic Support coverage prior to April 1, 2020 and I purchase additional perpetual licenses after April 1, 2020, will my maintenance fees be adjusted?
A: No. Any existing perpetual licence customer purchasing new perpetual licenses after April 1, 2020 will be entitled to Enterprise Support, but they will be grandfathered in at their existing rates.
Q: Are existing Enterprise Support customers affected by this change?
A: No changes. Existing Enterprise Support customers will continue to receive Enterprise Support from Qlik.
Q: I am a Qlik Product Subscription Customer, is my support being affected?
A: No changes. Qlik Enterprise Support is already included with all subscription purchases of Qlik products.
Q: Are the Qlik Support Policies changing?
A: Yes, the customer support policy will be updated effective April 1, 2020 with some changes to clarify service delivery. The support policy is located at qlik.com/us/legal/product-terms
Q: Will Support rates ever increase after this transition?
A: Qlik has in the past and will continue in the future to apply discretionary increases at the time of renewal, which are standard practice in product maintenance and subscription economies. These adjustments are not tied to the transition to Enterprise support
Q: Will this transition to Enterprise Support also apply to Attunity product customers?
A: Yes, for Replicate, Compose and Enterprise Manager only.
Q: I receive support from a Qlik Partner – is my support affected by this transition?
A: No. Qlik Reselling Partners provide their own support offerings to customers to which they have sold Qlik perpetual licenses.
Q: How will Qlik OEM Partners be affected by this change?
A: Existing OEM partners currently receiving Qlik Basic Support will also receive Qlik Enterprise Support without an increase in support rate for the change.
Q: How will Qlik MSP Partners be affected by this change?
A: No change to Qlik support for MSP Partners, as MSP Partners are subscription only and currently receive Qlik Enterprise Support.
Q: Who do I contact for more information?
A: For questions on renewals please contact: firstname.lastname@example.org
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