Support Contracts

OpenRate is "Commercial Open Source" software, meaning that it combines all the advantages of open source (you can see, touch, understand, contribute, steer and criticise the code) with all of the advantages of commercial software (you can rest assured that the software is supported, governed, managed and updated, and you will never be left on your own to manage issues).

OpenRate support contracts are annual contracts which give you preferential access to the support services in order to report and receive corrections to software defects, ask questions either about the platform or about best practices, or to request enhancements. We have a support package to fit any budget and need. As part of the "Commercial Open Source" offering, you can opt to take out a commercial support contract with us, covering four levels of support response.

End User Support Contracts

End User Support Contracts are available for end user organisations. They are not available to Systems Integrators or resellers. End User Support Contracts are characterised by giving the support that an end user organisation needs (direct first line assistance, advice, potentially working directly on your hardware).

  • LevelE1 - End User Basic support. This level gives you working hours support, with access either via the support desk or email. This level of support is aimed at people who are running small to medium installations, and who do not require immediate or 24x7 response.
  • LevelE2 - End User Developer support. This level gives you access to our developers, who are able to help you with implementation issues and guidance on the correct use of the platform. It also gives you more rapid response to cases during business hours.
  • LevelE3 - End User Professional support. This level gives you the possibility for remote assistance, so that our developers are able to help you in a shared mode of working on your platform to identify and resolve tricky issues. This level also gives you emergency patch resolution, and an escalation path for critical errors.
  • LevelE4 - End User Mission critical support. This is our highest level and gives you 24x7 support, with a 30 minute emergency response time, and access to our telephone help desk for reporting critical errors. We also allocate a liaison manager to track and manage the problem through to resolution. Using this level of support, you will have access to any and all development resources, and round the clock working will be coordinated by our team until the critical error is resolved. This level also gives you remote upgrade and performance tuning.

Prices

  • Level E1 $1295/€995
  • Level E2 $2995/€2495
  • Level E3 $5995/€4995
  • Level E4 $12995/€9995

 

Systems Integrator / Reseller Support Contracts

Systems Integrator / Reseller Support Contracts are available for systems integrator or reseller organisations. They are not recommended for End Users. The Systems Integrator Service Agreements are not recommended for End Users, as they are designed to give only 2nd and 3rd level support, with the Systems Integrator providing value added first level support.

  • LevelS1 - SI  Basic support. This level is not offered for Systems Integrators, as it is deemed not viable to provide SIs with a support level that does not offer developer support. Please see SI Level 2 instead.
  • LevelS2 - SI  Developer support. This level gives you access to our developers, who are able to help you with implementation issues and guidance on the correct use of the platform. It also gives you more rapid response to cases during business hours.
  • LevelS3 - SI Professional support. This level gives you the possibility for remote assistance, so that our developers are able to help you in a shared mode of working on your platform to identify and resolve tricky issues. This level also gives you emergency patch resolution, and an escalation path for critical errors.
  • LevelS4 - SI  Mission critical support. This is our highest level and gives you 24x7 support, with a 30 minute emergency response time, and access to our telephone help desk for reporting critical errors. We also allocate a liaison manager to track and manage the problem through to resolution. Using this level of support, you will have access to any and all development resources, and round the clock working will be coordinated by our team until the critical error is resolved.

Prices

  • Level S1 - Not available
  • Level S2 $1995/€1495
  • Level S3 $4995/€3995
  • Level S4 $9995/€8495