Preface: That question has been answered by Jeff Albion in comments on an answer to question dba account. Nevertheless, I think it's worthwhile to document it here on its own, in an attempt to protect folks from an unexpected change in the available services...
A fictional question:
In case I have lost access to my database (say, because of a forgotten DBA password, data corruption or the like) and the data is considered important and I have no backup available (so I would certainly have to take the blame!): Is there a chance to get help from any Sybase professional service that could try to salvage the data?
Hint: Until now, we used to tell:
Note: The mentioned second hint would never apply when using a database with strong encryption, and the key gets lost. For such cases, the docs have always contained a very clear warning:
The reader might conclude from this warning that for other cases technical support will be able to help...
No. To begin, "Sybase Professional Services" no longer exists as an entity. Sybase Technical support (and any associated groups) have now been officially integrated into SAP, along with the standard customer support contracts (which should be nearing migration, if not already). Due to the legal status changes of these various items, there is no longer an opportunity for us to offer this unofficial "salvage contract" to any customer, using the old Sybase contracts.
This is not misleading in the slightest - technical support may indeed be able to still help. The above mention of the loss of the (unofficial) 'salvage contracts' is not to say if you have a corrupt database, not to call support. No - on the contrary - if you need assistance and have a corrupt database, without any backups, please call technical support. We may still be able to help you attempt to try and salvage the data from the database (see: Sybase Article or the SAP Knowledge Base Article), if there is an opportunity to do so.
This is NOT an "unexpected change" in service. This ability for database salvages was never offered as a 'service' to any customer - there was always a "one-off" legal agreement drawn up, above and beyond any technical support agreement, based on resources and availability. Therefore, there is no 'change' to document for technical support plans to all customers as this was never a standard offering to customers.