Summary:
Professional Open-Source means Professional Support & Maintenance.
XWiki delivers both to give enterprises the guarantees they expect.
Support
Many companies are wary of using Open-Source software because they lack the backing of a strong enterprise player. A typical enterprise customer needs to be confident that bugs will be fixed according to a well-defined schedule. No IT Departments wants to get stuck with lasting issues.
This is the very reason why we are offering
Professional Maintenance & Support Services for the XWiki product range.
Support Levels
We offer a range of 4 support levels : Basic, Silver, Gold & Platinum. They are meant to cover the needs of all our customers, from basic wiki support needs to mission-critical application maintenance.
Initial Response Time
This is the maximum time you'll have to wait before we get back to you with a fix (or an estimation of the time required to fix your issue) whenever you contact us. If we're not able to deliver a fix within the timeframe, we'll work on delivering it as soon as possible on a best-effort basis.
| Support | Basic | Silver | Gold | Platinum |
|---|
| Minor Issue | 4 business days | 2 business days | 1 business day | 4 business hours |
| Major Issue | 2 business days | 1 business day | 4 business hours | 2 business hours |
| Critical Issue | 1 business day | 4 business hours | 2 business hours | 1 business hour |
Communication channels
Depending on the level of support you choose, you'll be able to contact us through a variety of means. A wider choice come with a higher support level. E-mail &
IM are fine for most basic needs, though we recommend you choose phone as well for critical applications.
| Support | Basic | Silver | Gold | Platinum |
|---|
| Allowed number of support contacts* | 1 | 2 | 4 | 8 |
| E-mail | YES | YES | YES | YES |
| IM | N/A | YES | YES | YES |
| VNC Remote Access | N/A | YES | YES | YES |
| Phone | N/A | N/A | YES | YES |
* The number of people from your company we'll be interacting with, typically system administrators and / or a project leads.
Thresholds
We've setup a couple indicators to help you fid out what's the best support offering for you. Typically, when your installation crosses a certain thresold, the support level is no longer adapted to your situation and we recommend you switch to the next level to benefit from the best quality of service for your needs.
Though we do not check thoroughly whether you've crossed a limit, our response-time guarantee no longer applies once you do so. For instance, we won't be able to support your 10,000 people, 7 GB database XWiki Enterprise installation through a Silver support.
* The Database Size is calculated in Megabytes and Gigabytes. We chose this indicator because we don't like the idea of limiting the number of people that can use your wiki.
Included Features
The extensive list of features included with each of our support levels. More features come with higher support levels. The platinum support features a Technical Account Manager who's able to provide on-demand user-support on top of his application support mission.
| Support | Basic | Silver | Gold | Platinum |
|---|
| Allowed number of Support Tickets | 10 | Unlimited | Unlimited | Unlimited |
| Maintenance & Bugfix | YES | YES | YES | YES |
| HTTPS Setup Support | N/A | YES | YES | YES |
| Upgrade Notification & Support | N/A | YES | YES | YES |
| Remote Diagnostic | N/A | YES | YES | YES |
| XEclipse Support | N/A | N/A | YES | YES |
| Initial Installation | N/A | N/A | YES | YES |
| Upgrade Installation | N/A | N/A | N/A | YES |
| Active Directory & LDAP Integration | N/A | N/A | N/A | YES |
| Developer Support | N/A | N/A | N/A | YES |
| Database Administration | N/A | N/A | N/A | YES |
| Dedicated TAM* | N/A | N/A | N/A | YES |
* Technical Account Manager. 24/7 support can be delivered upon request.
Pricing
The support price is the same every year, but you get a 1-year discount when you buy 3 years of support at once and a 2-years discount when you buy 5 years of support at once.
Non-profits get 1/2 price, OEMs get 1/3 price.
Issue Types
Here is the excerpt of our standard support contracts where we define the 3 basic kind of issues we cover :
| Issue Severity Level | Issue Definition | Answer to the issue |
|---|
| Critical Issue | An action crucial to the purpose of the software (referred to as "critical issues") cannot be performed (for instance, an user cannot edit a page any longer although he has been granted the right to do so) and there are no workarounds available. | We take the issue into account in the timeframe defined by the CLIENT's support contract. We provide a workaround, a bugfix or a solution the CLIENT agrees on within a reasonable time on a best-effort basis. |
| Major Issue | An important action that is not part of the core feature set of the software (referred to as "major issues") cannot be performed (for instance, the Blog's RSS feed is not working properly) but a workaround is available. | We take the issue into account in the timeframe defined by the CLIENT's support contract. We provide the workaround patch to our customer, or apply it ourselves within a reasonable timeframe depending on the CLIENT's choice. |
| Minor Issue | A trivial action that is not part of the core feature set of the wiki (for instance, the autosuggest for tags is not displayed in the Safari browser) does not work as expected. | We take the issue into account in the timeframe defined by the CLIENT's support contract. We help the CLIENT find a way to achieve his/her initial purpose without performing the given action. We provide the CLIENT with the date when the issue encountered is likely to get fixed. |
Plain English Definitions
- Bugfix : We add the bugs you're reporting to our roadmap and correct them according to the development schedule.
- Database Administration : We help you setup your database to get the best performance from your solution. We make sure you've setup your backups fine.
- IM : Instant Messenging. We can answer you through Skype & IRC
- Maintenance : We're making sure that your software fulfills its main functions properly (user management, page edition, version history...)
- Support : We're answering questions about technical issues from our customers.
- Support Ticket : An identified support request logged into our bug-tracking system.
- Upgrade Notification : We tell you whenever an upgrade becomes available for your solution.
Please
contact us should you have any question about our support offering or would like to purchase a support offering from XWiki.
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