|Coverage Hours||Business Hours||Business Hours||Business Hours||24x7|
|Response Time - S1||7 Business Day||1 Business Day||4 hours||1 hour|
|Response Time - S2||10 Business Days||2 Business Days||1 Business Day||4 hours|
|Response Time - S3||14 Business Days||4 Business Days||2 Business Days||1 Business Day|
|No. Incidents / Year||Maximum 2||Maximum 10||Maximum 15||Unlimited|
|Get a Quote||Get a Quote||Get a Quote||Get a Quote|
The duration of a subscription agreement is one year. The support contacts relate to the maximum number of individuals on the customer side who can communicate with Async-IO.org technical support. An emergency patch is a “hot fix” that is provided to Gold and Platinum subscribers, which is aimed at fixing critical bugs in the Atmosphere Framework.
Bronze support simply consists of a license fee with email support. With Bronze, you get priority support over the open source mailing list, private access to developers and patches.
Professionals Services Support
Professionals Services can also be delivered on a per hour basis, with a minimum of five hours. To get a quote, please contact us
The severity levels define the priority assigned to support calls.
- Level 1 - A Level 1 issue is a major production error within the software that severely impacts the Customer’s use of the software for production purposes, such as the loss of production data or where production systems or browsers are not functioning and no work around exists. Async-IO.org will use continuous efforts during its normal hours of operation, to provide a resolution for any Level 1 problem as soon as is commercially reasonable. All Level 1 errors must be called in. No web generated case will be treated with a Level 1 severity level unless customer phones Async-IO.org support for escalation.
- Level 2 - A Level 2 is an error within the software where the customer’s system is functioning for production purposes but in a reduced capacity, such as a problem that is causing significant impact to portions of the customer’s business operations and productivity, or where the software is exposed to potential loss or interruption of service. Async-IO.org will use reasonable efforts during its normal hours of operation to provide a resolution for any Level 2 errors as soon as is commercially reasonable.
- Level 3 - A Level 3 is a medium-to-low impact error that involves partial and/or non-critical loss of functionality for production purposes or development purposes, such as a problem that that impairs some operations but allows the customer’s operations to continue to function. Errors for which there is limited or no loss or functionality or impact to the customer’s operation and for which there is an easy work-around qualify as Level 3. Async-IO.org will use reasonable efforts during its normal hours of operation to provide a resolution for any Level 3 error in time for an upcoming release of Software. All developer level support tickets shall maintain a level of Level 3. All inbound web cases shall have an initial status of Level 3. A customer may call to have those cases escalated.