The Extended Support Agreement (ESA) provides as many hours of dedicated time as you require – at up to half the normal Support price.
The content of an ESA is expressed in support-hours, as agreed (and Invoiced) before the start of the ESA period, and will normally be based on the actual support utilisation for a previous year, possibly in conjunction with Customer objectives for the currency year. Any hours which remain unused at the end of the ESA period may be carried forward for a year.
Non carried-forward Support hours are used up in preference to carried-forward Support hours.
An ESA can be augmented any time during its currency.