The Gold tier offers standard support for production deployments with 8 x 5 support in GMT+5:30 time zone, via Web or Email channels. You will have direct access to the AdroitLogic technical team, with communication on issues copied to the technical leadership. Each supported instance allows 10 incidents per year, and customers will receive a free review of the deployment, before production use begins. Periodic Service packs and Security fixes for major releases are provided through a 3 year period since initial GA release.
Special discounts are offered to customers under Gold support for Consulting, Training and Professional Services, and volume discounts shall be applicable for deployments larger than 3 instances. Furthermore, customers willing to act as reference customers with a case study will receive 5% to 15% discounts.
Production support pricing is based on the number of instances of the software used in a production deployment. You MUST license all instances used in a production deployment under the same terms (e.g. you cannot deploy a production cluster of three nodes, and obtain a support for only one node). Thus patches/workarounds/instructions/service packs etc issued under a production support agreement may only be applied to instances under the same support agreement. However, these MUST NOT be disclosed publicly or shared with any third party, but maybe applied to staging, test and development environments for verification and validation etc.
AdroitLogic will do its best to ensure resolution or a workaround for an issue, within the agreed time frames. An incident will be acknowledged within the specified 'Response Time', and resolved within the specified 'Resolution Time'. However this depends on the customers ability to provide necessary log and configuration files and any other information required. In very rare cases where the issue cannot be reproduced, or correctly identified, resolution times may exceed the stipulated time frame. However, AdroitLogic guarantees that all possible action will be taken to ensure that the resolution is reached in the shortest possible time, and that full attention is continued on an issue until resolution.
Accurately prioritizing a technical issue is critical to the mutual success and the following guidelines will assist you in determining the appropriate priority level.