Perfect assistance & bugfix guaranty
With a support contract, you receive professional support from our experts in any situation, as well as a bugfix guarantee that gives you great added value, especially in ongoing projects. In particularly important projects, we support you with exclusive hotfixes. Our support staff has enormous technical know-how and experience in the daily use of Java, RapidClipse, XDEV 4, Vaadin and Hibernate. In case of problems, we usually find the error faster than our customers or we are already informed about it and have workarounds ready. Your time for the analysis, workaround or elimination of technical problems is reduced tremendously and you save valuable development time and therefore a lot of money.
Support times of all packages:
Region North & South America: Mo – Fr, 01:00 am - 08:00 am PT
Region EMEA: Mo – Fr, 09:00 - 16:00 CET
10 Support hours included
12 months contract period
Response time guaranteed (within service hours): Next Business Day
Includes
- Bug-Priority bump-up1
- Answering your technical questions
- Code review, patching and improving your own code
- Individual implementation of single methods, classes, interfaces, web services etc.
- Customizing GUI components
- Support for problems with external solutions (APIs, application server, DBs etc.)
- Support for your build and deployment process
Supported XDEV tools:
- RapidClipse IDE TOOLS
- RapidClipse FRAMEWORK
Supported contact channels:
- Support ticket system
20 Support hours included
12 months contract period
Response time guaranteed (within service hours): Next Business Day
Includes everything from BRONZE +
- Bugfix guaranty2
Additionally supported XDEV tools:
- Vaadin Framework (first level support)
- Hibernate (first level support)
Additionally supported contact channels:
- Phone support with call back service
- Remote-Login
35 Support hours included
12 months contract period
Response time guaranteed (within service hours): 4 hours
Includes everything from +
- Hotfix guaranty3
Additionally supported contact channels:
- Escalation directly to the RapidClipse development team, maintained by dedicated account manager
Full support without contract commitment
With our FLEX support you get our support without having to sign a support contract. The FLEX support is mainly used by our customers to order a code review or the implementation of single functions and classes as well as single program parts like interfaces, web services, individual GUI components and UI themes etc.
The process is simple and transparent. The order is placed via our online ticket system for which you have to register once. Each support case costs a flat rate of 10,- EUR and includes a rough effort estimate. The processing starts immediately after your approval. The processing is charged in 15-minute intervals. Each started quarter of an hour costs 40,- EUR. If your budget is exceeded, we will automatically inform you and you can cancel the order at any time. This gives you control over the project and your costs at any time.
Simple Process Flow
1. Sign up once for our FLEX support
2. Describe your intention or problem in our online ticket system
3. Wait for our time and cost estimation
4. Grant us the mandate for implementation or cancel the support case
5. You get the code
6. After your final acceptance test the support case is finished
Support hours:
Region North & South America: Mo – Fr, 01:00 am - 08:00 am PT
Region EMEA: Mo – Fr, 09:00 - 16:00 CET
| Support case receipt, checking, estimation of time and cost roughly (once per support case) | 10 € |
| Support case handling | 45 € / 15 min |
| Billing on the clock | 15 min |
| Basic fees | — |
| Contract period | — |
| Cancellation / Deletion of your FLEX Support Account | At any time |
Includes
- Answering your technical questions
- Code review, patching and improving your own code
- Individual implementation of single methods, classes, interfaces, web services etc.
- Customizing GUI components
- Support for problems with external solutions (APIs, application server, DBs etc.)
- Support for your build and deployment process
Supported XDEV tools:
- RapidClipse IDE TOOLS
- RapidClipse FRAMEWORK
- Vaadin Framework (first level support)
- Hibernate (first level support)
Supported contact channels:
- Support ticket system
Additional support hours: 5 hours - Bronze $100/h, Silver $125/h, Gold $145/h
- Bug-Priority bump-up: Bugs, which can not be fixed with reasonable effort or not at all, are excluded.
- Bugfix warranty: Bugs, which can not be fixed with reasonable effort or not at all, are excluded.
- Hotifx warranty: For exceptional cases only, especially in case of fatal errors, critical security lacks, memory leaks, system crashes etc. Bugs, which can not be fixed with reasonable effort or not at all, are excluded.
- Contract duration and termination: The contract duration is 12 months. The contract will automatically renew for another 12 months, if it is not terminated in writing at least 3 months before expiration.
Information on Bugfix-Updates
Program errors in RapidClipse will basically be fixed by their priority. The priority of an issue will be set by defined criteria. Bugs, which are classified in their priority with Essential or High, will be definitely fixed until the next release. According to the leftover time issues with lower priority will be processed. In practice, due to limited time and resources we are unable to fix all known bugs until the next release, so that bugs with a lower priority can also remain unprocessed over a longer period of time.
If you signed a support agreement, the issues reported by you will have a higher priority and thereby will be processed quicker.
All prices are net prices plus VAT and local taxes.
Get started now with the free RapidClipse license
RapidClipse is royalty-free, the entire framework is open source. Create a free account to download RapidClipse for your system. Your account gives you access to the latest updates and, in the future, to videos and webinars.