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Service Levels

The following service levels are available:

Developer

The Developer subscription is designed to address the needs of institutions who are still in the process of evaluating, testing, or developing and desire a qualified support partner to assist in the usual challenges involved in the first year of working with the software. This entry level package is for pre-production use of the project. It is only available for one year per subscriber, after which subscribers are automatically upgraded to the Standard subscription.

Standard

The Standard subscription is designed for sites that require a full-service support offering to safeguard their important implementations. Designed for small to medium-sized deployments, the Standard subscription delivers a low-cost support alternative attractive to budget-conscious institutions.

Enterprise

The Enterprise subscription is for the most demanding implementations. Institutions with larger deployments that require the highest level of response time to protect their mission critical environment should select this package. With exclusive benefits like 24 x 7 availability and the highest degree of influence over the development activities of the support team, the Enterprise subscription offers exceptional levels of support.

  Developer Standard Enterprise
Annual Subscription $5,000 $15,000 $35,000
Support Availability 9am-5pm (MST) Mon-Fri 6am-6pm (MST) Mon-Fri 24 x 7
High Priority Response Time N/A 1 hour 1 hour
Medium Priority Response Time N/A 4 hours 4 hours
Low Priority Response Time Next Business Day Next Business Day Next Business Day
Included Annual Support 10 hours 30 hours 100 hours
Additional Support Rate $100 per hour $100 per hour $100 per hour
Accelerated Development Rate $100 per hour $100 per hour $100 per hour
Named Support Contact 1 3 6
Development Priority Votes 1 3 6
Web Support Access Yes Yes Yes
Phone Support Access No Yes Yes

Notes

  • Response times for high and medium priority issues are within the support hours for the given subscription.
  • Support hours do not include major U.S. holidays.
  • Included support hours do not roll over to the next year. Unused support hours expire at the end of each subscription period.
  • Subscribers can upgrade to a higher level at any point.

Major U.S. holidays not included in support hours

  • New Years - Jan 1, 2008 (Tuesday)
  • Presidents Day - Feb 18, 2008 (Monday)
  • Memorial Day - May 26, 2008 (Monday)
  • Fourth of July - Jul 4, 2008 (Friday)
  • Labor Day - Sep 1, 2008 (Monday)
  • Thanksgiving Day - Nov 27, 2008 (Thursday)
  • Thanksgiving Holiday - Nov 28, 2008 (Friday)
  • Christmas Day - Dec 25, 2008 (Thursday)
  • Day after Christmas - Dec 26, 2008 (Friday)