What technical support includes

Our support offer helps you make the most of the XWiki solutions. It features:

• Maintenance & Bugfix: we fix the issues you encounter when using our software
• Installation support: we help you get your setup right
• Configuration support: we help you get started quickly
• Update support: we help you migrate your wiki to more recent versions of the software
• Upgrade support: our support offering keeps working when you upgrade to a new version of the XWiki software
• Remote Diagnosis: we help you find out what's going wrong through VNC

Why you should purchase technical support

• You want to put your solution into production
• You want to make sure your system will keep running smoothly
• You want to know whenever an update goes out and have your software upgraded
• You want help from experts
• You want to make sure things are under control

How technical support works

1. Select a support level: the support level defines how you can contact us and how we will answer you
2. Choose a plan: our plans differ depending on how much your wiki will be used
3. Pick your price: your support's yearly price is at the intersection of the level & plan

We've got 3 different service levels available: silver, gold and platinum. They differ on a number of criteria.

• Silver delivers great basic support.
• Gold is tailor-made for intensive use of our software.
• Platinum is the best fit for critical environments.

Means of communication

Defines how many people from your company can contact us and through which communication channels.

Level	Silver	Gold	Platinum
Number of authorized contacts	2	4	8
VNC Remote Access	YES	YES	YES
E-mail	YES	YES	YES
Instant messaging	YES	YES	YES
Voice chat	N/A	YES	YES
Phone	N/A	YES	YES
Technical Account Manager	N/A	N/A	YES

Initial Response Time

The initial response time is the time between the moment you contact us and the moment your request gets into our issue tracking system with an estimated solving time. We will then work on a best effort basis to solve the issue you raised.

Support	Silver	Gold	Platinum
Minor Issue	2 working days	1 working day	4 working hours
Major Issue	1 working day	4 working hours	2 working hours
Critical Issue	4 working hours	2 working hours	1 working hour

Issue Types

The excerpt from our standard support contract that defines each type of issue.

Issue Severity Level	Issue Definition	Answer to the issue
Minor Issue	A trivial action that is not part of the core feature set of the wiki (for instance, the autosuggest for tags is not displayed in the Safari browser) does not work as expected.	We take the issue into account considering the time frame defined by the CLIENT's support contract. We help the CLIENT find a way to achieve his/her initial purpose without performing the given action. We provide the CLIENT with the date when the issue encountered is likely to get fixed.
Major Issue	An important action that is not part of the core feature set of the software (referred to as "major issues") cannot be performed (for instance, the Blog's RSS feed is not working properly) but a workaround is available.	We take the issue into account considering the time frame defined by the CLIENT's support contract. We provide the workaround patch to our customer, or apply it ourselves within a reasonable time frame depending on the CLIENT's choice.
Critical Issue	An action crucial to the purpose of the software (referred to as "critical issues") cannot be performed (for instance, an user cannot edit a page any longer although he has been granted the right to do so) and there are no workarounds available.	We take the issue into account considering the time frame defined by the CLIENT's support contract. We provide a workaround, a bug fix or a solution the CLIENT agrees on within a reasonable time on a best-effort basis.

Our various support plans let you choose a plan according to the usage you will make of your wiki. Choose your plan depending on the expected usage volume of your wiki. If you reach one of the thresolds, you'll have to upgrade your support plan.

XWiki Enterprise / XWiki Enterprise Manager

Plan	Small Enterprise	Medium Enterprise	Big Enterprise	Unlimited
Users (private wikis)	100	500	2,500	Contact us
Monthly page views (public websites)	40,000	40,000	40,000	Unlimited
Storage (GB)	5	25	125	Contact us
Wikis	1	5	25	Contact us
Cluster support	N/A	N/A	YES	YES

To find out which pricing you're entitled to, select a support level (Silver, Gold or Platinum) and a support plan (small, medium, big, huge or unlimited). The yearly support pricing is at the intersection.

XWiki Enterprise / XWiki Enterprise Manager

Pricing	Small Enterprise	Medium Enterprise	Big Enterprise	Unlimited
Silver	3,000€	7,500€	15,000€	Contact us
Gold	6,000€	15,000€	30,000€	Contact us
Platinum	9,000€	22,500€	45,000€	Contact us

What developer support includes

Our support offer helps you make the most of the XWiki solution. It features:

• Answer to technical questions: we answer your questions related to XWiki development
• API help: we help you find the relevant API calls to achieve your goals
• Architecture best practices: we help you design your application in a modular fashion
• Performance tuning: we provide you with the best practices to optimize the performance of your application

Why you should purchase developer support

• You want create your application with the help of XWiki experts
• You want to develop faster and more efficiently on top of XWiki
• You want to make sure your applications follows XWiki development standards
• You want to optimize the performance and quality of your XWiki application

How developer support works

1. Select a support level: the support level defines how you can contact us and how we will answer you
2. Pick your price: your support's yearly price is at the intersection of the level & plan

We've got 3 different service levels available: silver, gold and platinum. They differ on a number of criteria.

• Silver delivers great basic support
• Gold is tailor-made for intensive users of our software
• Platinum is the best fit for critical environments

Means of communication

The means of communication define which channels your developers can use to get in touch with us.

Level	Silver	Gold	Platinum
Issue tracker	YES	YES	YES
E-mail	YES	YES	YES
Live Chat	N/A	YES	YES
Phone	N/A	N/A	YES
Screen Sharing	N/A	N/A	YES

Initial Response Time

The initial response time is the time between the moment you contact us and the moment we provide you with a first answer. If additional information is needed to answer your query, we will work on a best effort basis to provide it to you.

Support	Silver	Gold	Platinum
Response Time	2 business days	1 business day	4 business hours

Number of developers	Max hours	Silver	Gold	Platinum
1	50	1,990€	3,990€	7,990€
5	100	3,990€	7,990€	14,990€
10	200	7,990€	14,990€	29,990€

• Pricing for 1 year
• Number of developers: the number of developers from your organization that are allowed to contact XWiki SAS
• Max hours: the maximum number of hours we'll spend handling developer support requests for your organization during the year (time spent is tracked in issue tickets)