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Support

General approach


We've built our software to be as easy to use as possible, but sometimes you just need a bit of help. Our different levels of support ensure that you can get the help you need, when you need it.

Support agreements are determined by two factors:
  • how much support you anticipate you'll need
  • how big your license is, i.e. the complexity of your business logic
The first factor refers to how quickly you need support, and (basically) how much support time you'd like to have. Higher support levels provide shorter response times, and more direct interaction with the support team.

The second factor represents the expected complexity of the support issues you might have. Clearly, you are likely to experience more difficult problems if you have a lot of business logic.

The following describes only end-user support. Support for resellers and ISV's is negotiated on a case-by-case basis -- please contact us.

Support levels

Community support

For users who do not require specific support (or cannot afford it), we offer free community-based support. All users of ABL software have access to on-line documentation, samples, and discussion boards (the latter may require free registration).

With community support, we naturally cannot guarantee any response to emails, but we will be as responsive as we can.

Community support includes access to all regularly scheduled updates, but not to the overnight bug fixes and updates.

 Email support
 Best effort
 Online support
 Access to web site, discussion board
 Maintenance  Regular updates only


Basic support

In addition to the Community support, you also get access to the online knowledge base, and all updates, including all overnight bug fixes.

 Email support
 Best effort
 Online support
 Access to knowledge base
 Maintenance  Access to all updates
 Incident cap
 3 incidents


Silver support

In addition to the Basic support, you also get limited phone support, and one screen-sharing session with an expert. You will also be notified every time a new bug fix or update becomes available.

 Email support
 Response within 3 business days for production problems
 Phone support
 Limited to 3 incidents
 Screen-sharing  1 session
 Maintenance  Notification of all updates
 Incident cap
 3


Gold support

In addition to Silver support, you get better response time, and more phone and online support.

 Email support
 Response within 2 business days for production problems
 Phone support
 Limited to 7 incidents
 Screen-sharing  3 sessions
 Incident cap
 7


Platinum support

In addition to Gold support, you get the best possible response time, and much more access to the support team:

 Email support
 Response within 1 business day for production problems
 Phone support
 Limited to 20 incidents
 Screen-sharing  6 sessions
 Incident cap
 20


Summary of support levels

 Support type  Email incidents  Phone incidents  Screen sharing  Response
time (prod)
 Response time (dev)  Updates
 Community  Best effort  N/A  N/A  N/A  N/A  Access to regular updates
 Basic  3  N/A  N/A  N/A  N/A  Access to all updates
 Silver  3  3  1  3 bus. days  N/A  Notif. all updates
 Gold  7  7  3  2 bus. days  3 bus. days  Notif. all updates
 Platinum  20  20  6  1 bus. day  2 bus. days  Notif. all updates



Annual prices (end-user support)


License type
Community
support
Basic
support
Silver
support
Gold
support
Platinum
support
Community Free $1,000 N/A N/A N/A
Small dept Free $2,000 $3,000 $7,000 $15,000
Med dept Free $3,500 $5,000 $10,000 $20,000
Lrg dept Free N/A $8,000 $14,000 $25,000
Small ent N/A N/A $10,000 $20,000 $30,000
Med ent N/A N/A $15,000 $28,000 $40,000
Large ent N/A N/A $20,000 $37,000 $50,000

Support Guidelines

To serve you better, we respectfully recommend:
    1. Appoint a designated contact for each project, who will
      1. vet issues
      2. check for duplicates / existing issues
      3. be thoroughly familiar with BusLogicIntro samples
    2. The chances of providing a useful and timely response go up exponentially if we can recreate the problem
      1. Please include sample code, data and run instructions, and a database diagram of relevant objects (hand sketch is fine)
      2. When impractical, please try to recreate in BusLogicIntro
If we determine that a support call represents a services need (i.e., need assistance in how to solve a problem), we will formally notify you of that, and, at your option, convert the incident into a paid support engagement.

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