Support Programs

ScienceLogic Support & Maintenance Programs are committed to delivering a full-range of personalized, world-class services by professionals that know the ScienceLogic products.

ScienceLogic Support & Maintenance Programs are designed to help you get the most from your EM7 IT Management System while improving your ROI, reducing your administration hassles and ensuring the reliability of your networks and business-critical applications.

On-Site Hardware Support
Standard with all EM7 deployments is 24x7 by 365, 4-hour response, on-site hardware support. In the event of a hardware failure, a trained technician will arrive on-site within 4 hours after problem determination (depending on your location) to help get your system back in operation as rapidly as possible. ScienceLogic's 4-Hour hardware Response service is available within a 125 mile radius of over 80 metropolitan areas.

On 4-hour response contracts, calls will be responded to within 4 hours regardless of the time the dispatch was created by Technical support (365 days a year). The technician will attempt to call the customer within 2 hours of the dispatch to discuss the status of the service call.

Note: Schedule excludes US Holidays.

Standard 9-to-6 Support Program

Standard 9-to-6 - For customers who have no need for around-the-clock support, we offer full-featured service support, covering the hours of 9:00am - 6pm EST, Monday through Friday.

  • On-Call Support
    Calls are answered by engineers who know your EM7 product.
  • Email Support
    ScienceLogic offers email technical support to registered customers. Emails messages are monitored throughout the day.
  • Web Forums Support
    ScienceLogic offers forum-based technical support to registered customers. Forum messages are monitored throughout the day.
  • Software updates
    Access to new version releases and pre-developed brands.

Premium 24x7 Support Program

Premium 24x7 - This program provides full support for hardware and software for customers who rely on their IT Management infrastructure on a 24x7 basis. The Premium Support plan contains the same great features as the 9-to-6 plan, plus these added features:

  • Non-Stop Support
    Premium Support is available 24 hours a day, 7 days a week including weekends and holidays.
  • Queue Priority
    Premium Support customers automatically jump to the top of the call queue when calling for support.
  • Development Forums
    Access to downloadable developer tools, dynamic applications, event policies, event definitions, and much more.
  • Phone Home
    Your EM7 solution will be configured to send event and status messages to our operations center. In the event of a system malfunction, we will contact you immediately and begin working toward a solution.


EM7 Version 5.1 features integrated virtualization management features and reporting.

What The 451 Group says:

"ScienceLogic provides a complete IT management suite on an appliance at a fraction of the cost of existing suite vendors. Companies, including some large enterprises, are buying into it."

"2008 Preview - Infrastructure management software"