Is there a Support Level Agreement (SLA) for Cubase Pro

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Marc de Ruiter
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Is there a Support Level Agreement (SLA) for Cubase Pro

Post by Marc de Ruiter » Sun Dec 31, 2017 4:00 pm

Hi,

I consider to use Cubase Pro 9 as the main DAW in my small commercial studio. Is there any SLA I and my custommers can count on whenever there is a software problem?

folkfreak
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Re: Is there a Support Level Agreement (SLA) for Cubase Pro

Post by folkfreak » Sun Dec 31, 2017 4:50 pm

A big NO sadly. It can go from weeks to months to no reply at all.

Romantique Tp
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Re: Is there a Support Level Agreement (SLA) for Cubase Pro

Post by Romantique Tp » Sun Dec 31, 2017 5:23 pm

Support rarely takes more than a few days to respond if your support ticket isn't super vague or almost nonsense.

They offer phone support to some countries, which is of course much faster.
Every time someone says "it must be easy to add/fix", a programmer dies.

Cubase Pro and Wavelab Pro (latest), Windows 7 Ultimate 64-bit, MSI Z87-G45 GAMING, i5 4690k, GeForce GTX 760, almost every Steinberg plugin and expansion, Trilian, Komplete 10, etc etc etc etc

-steve-
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Re: Is there a Support Level Agreement (SLA) for Cubase Pro

Post by -steve- » Sun Dec 31, 2017 7:41 pm

Romantique Tp wrote:
Sun Dec 31, 2017 5:23 pm
They offer phone support to some countries, which is of course much faster.
Which includes EU countries.
Cubase Pro, Nuendo, and Dorico Pro; latest versions available.
Windows Pro 10 | i7-3770k | GA-77x-UD5h | 32 Gb | UR-RT2 | MOTU Ultralite mk3 hybrid
Macbook Pro 2011 | Mac OS 10.11

Marc de Ruiter
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Re: Is there a Support Level Agreement (SLA) for Cubase Pro

Post by Marc de Ruiter » Wed Jan 03, 2018 3:17 pm

No official responds?

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C.LYDE101
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Re: Is there a Support Level Agreement (SLA) for Cubase Pro

Post by C.LYDE101 » Wed Jan 24, 2018 7:23 am

You as licensee can only receive support, upgrades and updates following the personal product registration. Support is provided only for the current version and for the previous version during one year after publication of the new version... :?:

https://www.steinberg.net/en/extras/ter ... tions.html
The objective of good design, whether products or services, is to …satisfy customers by meeting their actual or anticipated needs and expectations.

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Re: Is there a Support Level Agreement (SLA) for Cubase Pro

Post by Romantique Tp » Wed Jan 24, 2018 7:46 am

Note that this page is extremely outdated and that they DO provide support for all supported Cubase versions (hurrr).

Basically everything released in the past 6 years or so is fully supported.
Every time someone says "it must be easy to add/fix", a programmer dies.

Cubase Pro and Wavelab Pro (latest), Windows 7 Ultimate 64-bit, MSI Z87-G45 GAMING, i5 4690k, GeForce GTX 760, almost every Steinberg plugin and expansion, Trilian, Komplete 10, etc etc etc etc

folkfreak
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Re: Is there a Support Level Agreement (SLA) for Cubase Pro

Post by folkfreak » Wed Jan 24, 2018 4:24 pm

lol...support....

-steve-
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Re: Is there a Support Level Agreement (SLA) for Cubase Pro

Post by -steve- » Wed Jan 24, 2018 4:32 pm

Marc de Ruiter wrote:
Wed Jan 03, 2018 3:17 pm
No official responds?
They don't have an SLA per se. The DAW companies that do, like Avid let you buy one.
Cubase Pro, Nuendo, and Dorico Pro; latest versions available.
Windows Pro 10 | i7-3770k | GA-77x-UD5h | 32 Gb | UR-RT2 | MOTU Ultralite mk3 hybrid
Macbook Pro 2011 | Mac OS 10.11

cubace
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Re: Is there a Support Level Agreement (SLA) for Cubase Pro

Post by cubace » Thu Jan 25, 2018 9:40 pm

I think you get better and quicker responses for Nuendo. And if you are in that need (eg professional) it is a better choice. You can mitigate the lack of SLA with having a good set of backup system both with hardware and setup so you have disk system that you can easy switch setups. And you also need a staging system where you try all technical changes first. (You only need disk sets) If not I think a response time issues needed a software change is about a half year. (From a business point of view as in SLA context) However if you are a big act. (Hans Zimmer, Max Martin or Abbey Road studio etc) im quite sure that you get a VIP treatment.

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