NexusDB

Yearly renewable base support - No SLA

Our base support comes free for the first year with all our products and consists of

• newsgroups monitored at least once a day by the developers
• chat rooms to directly communicate with the developers
• minor and major updates during for 1 year.

After the initial period a yearly renewal is necessary to keep the support active. Support renewals can be ordered on our web store.

Additional higher level support - SLA's

We offer paid premium support (SLA's) in 3 different levels. These paid support levels are designed for companies and enterprises with the need for guaranteed support and to back developers for their own service level agreements with their clients. You will get a PDF certificate with each of these support levels to verify your status of support with us. These SLA's are add-on support contracts and cover all developers with active base support at a single per-site cost.

Silver Level SLA

This level extends the "Base" support with

• extra priority newgroups with hourly checks at Australian business hours and 48 hours guaranteed response time (read below for response time definition)
• email support with 48 hours guaranteed response time (read below for response time definition)
• 5 support incidents per contract included (read below for incident definition)  

Silver Level SLA can be ordered on our web store.

Gold Level SLA

This level extends the "Silver" SLA with

• Australian business hour telephone support
• email support with 36 hours guaranteed response time (read below for response time definition) 
• 10 support incidents per contract included (read below for incident definition)
• access to early beta programs on request
• access to updated binaries for products with active base support including latest fixes (this comes with the caveat that any such binary might or might not be fully tested - final testing stays with the customer)

Gold Level SLA can be ordered on our web store.

Platinum Level SLA

This level extends the "Gold" SLA with

• 24x7 hour telephone support
• email support with 24 hours guaranteed response time (read below for response time definition)
• 15 support incidents per contract included (read below for incident definition)
• weekly source (or dcu) builds for products with active base support including latest fixes (this comes with the caveat that any such sources might or might not be fully tested - final testing stays with the customer)
• read-only access to the source code of products with active base support via our Version Control System
• access to closed betas in source format  

Platinum Support SLA can be ordered on our web store.

What is an "incident" and "response time"?

We consider an incident a call for support via chat, email, private newsgroup or telephone accompanied by problem desription and test case. We will investigate such incidents and an incident report only counts against the incident quota if we can prove the reported issue is not a NexusDB product fault. In a questionable case we will of course decide in favour of the customer. In other words, if it's our problem, you don't loose any of your incidents.

We are making this restriction to concentrate our support effort on real product issues instead of calls for general programming issues. This is as close to a legal description as we want to go, in reality we will try to help out in every case as long as we're not becoming the personal consultant of the calling customer. We consider the response time as the time we take to initiate investigation of a reported incident. We will answer an incident within the guaranteed response time with either an acknowledgement as bug and an estimated fix period, a call for more details or a report why we do not accept it as an incident (in most cases because of a general programming problem). This is as close to a legal description as we want to go, in reality we will try to help out in every case as long as we're not becoming the personal consultant of the calling customer.