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Free Support
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If you are operating Job Scheduler with an open source licence, we support you for Windows and Linux as follows:
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Commercial Support
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We offer support for Job Scheduler in combination with of commercial licences.
The following table shows the services for the different support levels.
Send us an e-mail to
request an offer for licences and support.
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Software |
• full functionality |
yes |
yes |
yes |
yes |
yes |
• sources via sourceforge.net |
yes |
yes |
yes |
yes |
yes |
• updates via sourceforge.net |
yes |
yes |
yes |
yes |
yes |
• binaries for Windows and Linux |
yes |
yes |
yes |
yes |
yes |
• binaries for other operating systems |
n/a |
no |
no |
yes |
yes |
• free licence for a test & QA server |
n/a |
no |
1 licence |
2 licences |
2 licences |
• agent for remote execution |
n/a |
no |
no |
no |
optional |
• SAP/R3 job adapter |
n/a |
optional |
optional |
optional |
optional |
Problem Resolution Support |
• installation problems |
yes |
yes |
yes |
yes |
yes |
• forum SourceForge |
yes |
yes |
yes |
yes |
yes |
• online support (trouble ticket) |
n/a |
yes |
yes |
yes |
yes |
• service contingent incl. (1st year) |
n/a |
1 hour |
2 hours |
3 hours |
4 hours |
• service contingent |
n/a |
optional |
optional |
optional |
optional |
• phone access Mo-Fr 9-16 GMT |
n/a |
no |
yes |
yes |
7/24 option |
• repsonse time |
n/a |
48 hours |
24 hours |
12 hours |
3 hours |
• emegency response time |
n/a |
no |
no |
no |
optional |
• Nagios plug-in |
n/a |
no |
no |
yes |
yes |
• standard jobs |
n/a |
no |
yes |
yes |
yes |
• SSH-jobs |
n/a |
no |
no |
yes |
yes |
Consultative Support |
• remote access (VPN) |
n/a |
no |
yes |
yes |
yes |
• consulting |
n/a |
optional |
optional |
optional |
optional |
• architecture review |
n/a |
optional |
optional |
optional |
optional |
• evaluation services & PoC |
n/a |
optional |
optional |
optional |
optional |
• performance tuning |
n/a |
no |
optional |
optional |
optional |
• implementation services |
n/a |
optional |
optional |
optional |
optional |
• training & coaching |
n/a |
optional |
optional |
optional |
optional |
Account Management |
• technical account manager |
n/a |
no |
no |
optional |
optional |
• onsite visits |
n/a |
optional |
optional |
optional |
optional |
• enterprise licence |
n/a |
no |
no |
no |
available |
• indemnity agreement |
n/a |
no |
no |
no |
available |
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• yes = included in the support contract
• no = not included in the support contract
• optional = can be purchased
• available = speak with us about pricing
• n/a = we do not offer support contracts for the open source Job Scheduler
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Included with the Standard Support
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Product Support:
Product support is provided for defects of Job Scheduler and related components of the Job Scheduler distribution.
A defect is given, if Job Scheduler does not behave as specified by its technical documentation or operations manual.
In such a case problems are reviewed to determine their root causes, measures are taken to correct the sources of the problems,
and reports are prepared and distributed in a timely fashion.
All support issues as described above are covered by the standard annual support.
Note: we also provide service if you encounter problems beyond the standard product support.
For problems or other issues related to your individual environment, configurations or implementations,
you can purchase additional services
(e.g. service contingents are available in combination with the annual standard support).
We support you with general problem solving, we answer your questions and perform analysis.
Just get in
touch for more information
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Maintenance Service:
Maintenance releases of the Job Scheduler are published on a quarterly basis.
Bug fix releases are published more frequently when required. Workarounds are communicated on demand.
Access to JIRA bug-/enhancement-tracking system and roadmap information.
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Feature Update:
Access to new features and components that may come available in the future and that are restricted to users
of the open source version.
How we deliver support
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Online Support Service (trouble ticket system):
The trouble ticket system can be accessed 7/24 and is used to report errors, to exchange support requests and to
receive responses.
The exchange takes place via mail and is visible in the support web interface.
Each customer has an individual service area where messages and solutions are shown.
The trouble ticket creates a history of support requests and solutions for your
convenience. Service is available at:
www.sos-berlin.com/support
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Telephone Assistance:
Telephone assistance services are provided during regular service hours:
9am - 4pm GMT (starting with support level 2-Rabbits).
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Online Conferencing:
SOS GmbH offers support sessions with WebEx online conferencing. Second Level support specialists
conduct root-cause analysis during the web session (starting with support level 2-Rabbits).
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On-site visits:
For full service SOS GmbH support specialists directly access the
customers’ server system via VPN or SSH to identify and resolve problems upon request
(optional for all support levels).
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Visits on location:
Upon request we deliver sevices on location.
If you have any questions please contact
sales@sos-berlin.com
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Office Automation - Document Delivery - Job Scheduling - Systems Integration - Output Management - Enterprise Application Integration - Connectivity |
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