Program Service Levels
Institutions and organizations can choose between three different service levels offered through the Open Source Support program. Service levels include Developer, Standard, and Enterprise. Within each level, subscribers can choose from Silver, Gold, and Platinum support options, allowing subscribers to match their needs to the option most appropriate.
Choose from Developer, Standard, and Enterprise SLAs, to secure the appropriate amount of support coverage.
Designed to address the needs of institutions and organizations that are still in the process of evaluating, testing, or developing. These institutions and organizations may 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 (not available for production environments or with Platinum Support).
Suited for sites that require a full-service support offering to safeguard important implementations. Designed for small to medium-sized deployments, the Standard subscription delivers an attractive low-cost support alternate for budget-conscious institutions and organizations.
Meets the needs of the most demanding implementations. Institutions and organizations 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 24x 7 availability, the Enterprise subscription offers exceptional levels of support.
Support hours do not include the major U.S. holidays listed below, except for critical and major severity cases from Enterprise subscribers.
- New Years Observed
- Martin Luther King, Jr. Day
- Presidents' Day
- Memorial Day
- Fourth of July
- Labor Day
- Thanksgiving Day
- Thanksgiving Holiday
- Christmas Day Observed