Support
The XWiki support offer is all about you: saving you time and effort by helping you solve your problems as soon as they arise. Contact us whenever you need help: we will provide you with answers and solutions to overcome your problems.
Our support offer helps you make the most of your products and applications. It's a guarantee that we'll be there to help when you need us.
What support includes
Our support offer helps you make the most of the XWiki solution. 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 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 support works
- Select a support level: the support level defines how you can contact us and how we will answer you
- Choose a plan: our plans differ depending on how much your wiki will be used
- 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 | Medium | Big | Unlimited |
|---|
Users
(private wikis) | 100 | 500 | 2,500 | Unlimited |
Monthly page views
(public websites) | 40,000 | 200,000 | 1,000,000 | Unlimited |
| Storage (GB) | 5 | 25 | 125 | Unlimited |
| Wikis | 1 | 5 | 25 | Unlimited |
| Cluster support | N/A | N/A | YES | YES |
XWiki Workspaces
| Plan | Small | Medium | Big | Unlimited |
|---|
| Spaces | 20 | 100 | 500 | Unlimited |
XWiki Watch
| Plan | Small | Medium | Big | Unlimited |
|---|
| Feeds | N/A | 60 | 300 | Unlimited |
| Instances | N/A | 1 | 5 | Unlimited |
XWiki Chronopolys
| Plan | Small | Medium | Big | Unlimited |
|---|
| Projects | 20 | 100 | 500 | Unlimited |
| Instances | 1 | 5 | 25 | Unlimited |
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.
Buy 2 years of support - get the 3rd year free.
Buy 3 years of support - get the 4th & 5th years free.
XWiki Enterprise / XWiki Enterprise Manager
XWiki Workspaces / XWiki Watch / XWiki Chronopolys
The support price of an application comes on top of XWiki Enterprise's pricing.
