Technical Support
This option is offered to clients who will use SpagoWorld solutions within their company or who are developing a project for a third party or for their personal use; it is not available for ISV/VARs integrating SpagoWorld software in their commercial distribution.
Usually, you can use the projects tools available for the Community to have a support (forum, e-mail). The main differentiators between the free support for the Community and Subscription are:
- access to project tools (forum, tracker, mail list) specific for clients
- guaranteed responses within a pre-defined time
- quality responses provided by the projects core team
- priority in the request for new features for next version of the specific SpagoWorld solution.
Service features are:
- bugs fixing of the last SpagoWorld software release that is available in the project site
- e-mail support for limited contact names
- update alert to inform you of the latest changes in software and documentation.
Two different subscriptions are available for each SpagoWorld solution:
- individual subscription, available for developers, individuals, evaluations (not available for production activities and for integrators (companies that are developing software for their own clients or a third-party)
- project subscription, available for projects development and production.
Subscription is effective to the last version of the specific SpagoWorld solution released under the GNU LGPL license and available in the project site download page.
| Individual | Project | |
|---|---|---|
| Number of applications | unlimited | 1 |
| Number of incidents | unlimited by forum | unlimited by forum, 10 by e-mail |
| Number of contacts | 1 | 2 |
| Response time | 3 business day | 1 business day |
| Bux-fixing | --- | yes |
| Forum | yes | yes |
| Tracker | --- | yes |
| e-mail support | --- | yes |
| phone support | --- | as an exception |
| previous release compatibility | --- | yes |
| updates | yes | yes |
| new features | --- | yes |
For pricing or different service level agreement: oss-support [at] eng [dot] it.
Definitions
Number of Applications
Number of applications developed by means of the specific SpagoWorld solution by the same client.
Number of Incidents
Number of issues you report to the support by means of forum or e-mail; the answer is guaranteed.
Number of Requests
Number of single consulting requests you ask to the support: a request that cannot be broken down into subordinate parts.
Number of Contacts
Number of named client's contacts authorized to ask support.
Response Time
Business day: Monday to Friday (excluding Italian holidays) - 9:00 am to 6:00 pm CET time. You'll have a guaranteed follow-up; for resolution, see bug-fixing.
Bug-fixing
Follow-up of the contact within the response time; Fix of the problem within a reasonable time according the following: sending by e-mail of a fix, in the form of a workaround or a patch, or sending by e-mail of written instruction for the problem solution (when this way is necessary or is the best way). All patches, if there is a general interest, will be inserted in the current development version of the specific SpagoWorld solution: they will be available in the next SpagoWorld software version released in the specific SpagoWorld project site.
Forum
To report issues: response is guaranteed. Access is restricted to clients.
Tracker
Tracker tool and management policies make available by Engineering Ingegneria Informatica: response is guaranteed to clients.
E-mail Support
Direct e-mail contact with the projects core team: response is guaranteed.
Phone Support
Available as an exception at Engineering Ingegneria Informatica discretion.
Previous Release Compatibility
Compatibility of the last available major release is guaranteed only with the previous major release. Instruction to solve release compatibility problems with a new software version will be sent. All the instructions, if there is a general interest, will be made public in the specific SpagoWorld project site as well.
Updates
An update alert about new software or documentation improvements will be sent.
New Features
Priority to have new features improvements (beta-test phase) when not yet released in the next software version.