Support
Great expert support with bugfix guaranty
Perfect assistance & bugfix guaranty
A support contract warrants you professional support from our experts. In this way your required time for analyzing and fixing a problem will be reduced drastically and will save yourself valuable development time. The program errors in RapidClipse reported by you will have a higher priority and consequently get preferred handling.
| Support Options | Bronze |
Most popular
|
Gold |
|---|---|---|---|
| Support hours | |||
| Region North & South America | Mo - Fr 08:00 - 17:00 PT |
Mo - Fr 08:00 - 17:00 PT |
Mo - Fr 08:00 - 17:00 PT |
| Region EMEA | Mo - Fr 08:00 - 17:00 CET |
Mo - Fr 08:00 - 17:00 CET |
Mo - Fr 08:00 - 17:00 CET |
| Reaction time guaranteed (within our service times) | Next Business Day | Next Business Day | 4 hours |
| Services (not exhaustively) | |||
|
Bug-Priority bump-up 1
High prioritization of your reported RapidClipse bugs, timely fixing in the next 1-3 releases |
✓ | ✓ | ✓ |
|
Bugfix guaranty 2
Bugfixing guaranted for your reported RapidClipse bugs for next release |
✓ | ✓ | |
|
Hotfix guaranty 3
Immediately bugfixing warranted for your reported RapidClipse bugs, providing an individual hotfix release |
✓ | ||
|
Infos about 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. |
|||
| Answering your technical questions | ✓ | ✓ | ✓ |
| Code review, patching and improving your own code | ✓ | ✓ | ✓ |
| Individual implementation of single methods, classes, interfaces, webservices etc. | ✓ | ✓ | ✓ |
| Customizing GUI components | ✓ | ✓ | ✓ |
| Support for problems with external solutions (APIs, applicationserver, DBs etc.) | ✓ | ✓ | ✓ |
| Support for your build and deployment process | ✓ | ✓ | ✓ |
| Supported solutions | |||
| RapidClipse IDE TOOLS | ✓ | ✓ | ✓ |
| RapidClipse FRAMEWORK | ✓ | ✓ | ✓ |
| Vaadin Framework (first level support) | ✓ | ✓ | |
| Hibernate (first level support) | ✓ | ✓ | |
| Supported channels | |||
| Support ticket system | ✓ | ✓ | ✓ |
| Phone support with call back support | ✓ | ✓ | |
| Remote login | ✓ | ✓ | |
| Escalation directly to the RapidClipse development team, maintained by dedicated account manager |
✓ | ||
| Support volume | |||
| Support hours included | 10 | 20 | 35 |
| Duration | |||
| Contract duration | 12 months 4 | 12 months 4 | 12 months 4 |
| Price | |||
| Price per month | $ 100 | $ 250 | $ 500 |
| Contact Sales | Contact Sales | Contact Sales | |
Fully support without firm contract
With our FLEX support you get our professional support without having a support contract. FLEX Support is mostly used by our customers who want us to make a code review, finding rebellious bugs or implementing single functions, minor program modules, interfaces to external systems, webservices, special GUI components, individual UI themes and so on. The FLEX support process flow is really simple and pleasant transparent.
Simple Process Flow
- Sign up once for our FLEX support
- Describe your intention or problem in our online ticket system
- Wait for our time and cost estimation
- Grant us the mandate for implementation or cancel the support case
- You get the code
- After your final acceptance test the support case is finished
| FLEX support details | |
|---|---|
| One time registration of your FLEX support account | $ 50 |
| Support case receipt, checking, estimation of time and cost roughly (once per support case) | $ 10 |
| Support case implementation | $ 40 / 15 min |
| Billing increment | 15 min |
| Basic fees | — |
| Contract duration | — |
| Termination of your FLEX support account | At any time |
| Support hours | |
| Region North & South America | Mo - Fr 08:00 - 17:00 PT |
| Region EMEA | Mo - Fr 08:00 - 17:00 CET |
| Reaction time guaranteed (within our service times) | Next Business Day |
| Services (not exhaustively) | |
|
Bug-Priority bump-up 1
High prioritization of your reported RapidClipse bugs, timely fixing in the next 1-3 releases |
— |
|
Bugfix guaranty 2
Bugfixing guaranted for your reported RapidClipse bugs for next release |
— |
|
Hotfix guaranty 3
Immediately bugfixing warranted for your reported RapidClipse bugs, providing an individual hotfix release |
— |
|
Infos about 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. |
|
| Answering your technical questions | ✓ |
| Code review, patching and improving your own code | ✓ |
| Individual implementation of single methods, classes, interfaces, webservices etc. | ✓ |
| Customizing GUI components | ✓ |
| Support for problems with external solutions (APIs, applicationserver, DBs etc.) | ✓ |
| Support for your build and deployment process | ✓ |
| Supported solutions | |
| RapidClipse IDE TOOLS | ✓ |
| RapidClipse FRAMEWORK | ✓ |
| Vaadin Framework (first level support) | ✓ |
| Hibernate (first level support) | ✓ |
| Supported channels | |
| Support ticket system | ✓ |
| Phone support with call back support | |
| Remote login | |
| Escalation directly to the RapidClipse development team, maintained by dedicated account manager |
|
| Support volume | |
| Support hours included | — |
| Duration | |
| Contract duration | — |
| Price | |
| Price per month | — |
| Contact Sales | |
Additional support hours: 5 hours - Bronze $100/h, Silver $125/h, Gold $145/h
1. Bug-Priority bump-up: Bugs, which can not be fixed with reasonable effort or not at all are excluded.
2. Bugfix warranty: Bugs, which can not be fixed with reasonable effort or not at all are excluded.
3. 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.
4. Contract duration and termination: The contract duration is 12 months. The contract will automatically renewed for another 12 months, if it is not terminated in writing at least 3 months before expiration.
All prices are net prices plus VAT and local taxes
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