Premium Support Contract

Transcription

1 Passenger Enterprise Premium Support Contract Our Premium Support for Passenger Enterprise grants you access to high-quality support, helps you prevent and solve disruptions, helps you optimize your infrastructure and allows you to focus on your core business. Key benefits Expert advice Our support team consists of the most experienced, motivated and knowledgeable engineers. These engineers have extensive experience with, or have contributed directly to, various parts of the stack such as Ruby, Ruby on Rails, Node.js, Apache and Nginx. You can be confident that you will be working with a team that understands your issues immediately. Proactive approach focused on prevention Service disruptions are not only inconvenient for your users and customers, but can also result in loss of business. Thus, prevention is better than cure. With this mindset, we aim to help our clients get their configuration ready for a stable production environment. Our team has extensive experience in providing support to hundreds of companies of all sizes, and is able to address common and non-trivial pitfalls before you push your application to production. Quick responses Our Service Level Agreements guarantee low response times in the event of mission-critical disruptions. Depending on the support level, response times can be as low as 1 hour. When something goes wrong, we have your back and we ll help you get back to business as quickly as possible. Integrated analysis We understand that systems from multiple vendors interact with each other in complex ways. Even if you re not sure whether your issue is related to Phusion Passenger, we will help you identify the cause so that you know where to look. Our integrated approach to problem analysis eliminates costly vendor finger-pointing. Copyright 2015 Phusion B.V. 1

2 Achieve optimal performance Our tailor-made advice helps you to maximize your stack s performance and to maximize your productivity. Through improved performance, you can reduce costs and increase user or customer satisfaction. Prioritized development Our developers work directly with you to investigate your business needs. If deemed necessary and feasible, we will give priority to developing appropriate solutions inside Phusion Passenger to meet these needs. Quarterly reports We provide a quarterly report listing issues and solutions that may have had influence on the security, integrity or performance of the applications of the customer. Our reports have three sections, major disruptions impacting the application, issues and updates to Passenger Enterprise and customer-specific issues which have been dealt with. Information from our report could be included in a periodic security or IT performance report. Full-stack consultancy Most software support agreements only cover the provided software itself. But we understand that consultancy that covers the full stack provides much more value, and that this helps your team get going much more quickly and much more effectively. Exclusively during our full-stack consultancy sessions, our experienced engineers will help you with the entire stack in so far they fall within our expertise: everything from the the load balancer, the application server and the database, to the application itself, the web framework, the language runtime and the operating system. A truly collaborative relationship Traditional support agreements only allow you to call the vendor when something goes wrong, and you often have to pay every time. Phusion believes that our clients would benefit a lot more from a proactive approach. We encourage clients to contact us for help, and not just when there s something wrong. Our expert support engineers will be glad to assist, no matter where you are in your deployment life cycle. A relationship with Phusion is truly collaborative and consultative. Copyright 2015 Phusion B.V. 2

3 Support levels We provide a variety of support levels so that you can strike the right balance between support level and budget concerns. Silver Gold Diamond Platinum Hours of coverage Standard business hours 24x7 for high and urgent severity* High/urgent severity response time Low/medium severity response time 2 business days 1 business day 2 hours 1 hour 3 business days Number of cases per year 12 Unlimited** Support channels support IM support Phone support Services Integrated analysis Pro-active disruption prevention consultancy Performance optimization consultancy Prioritized development**,*** Quarterly report Full-stack consultancy 4 hours/year 8 hours/year 24 hours/year * All low/medium severity issues are covered during standard business hours from 8 a.m. - 5 p.m. Mon-Fri (Central European Time CET). High/urgent severity issues are covered 24x7 for the Diamond and Platinum levels only. ** Fair use policy applies *** Clients with higher support levels get higher priority Copyright 2015 Phusion B.V. 3

4 Guaranteed response times ll our response times are guaranteed. Our highest support level, platinum, guarantees a response time of 1 hour for the most important issues, no matter whether it is in the middle of the night, in the weekend or during Christmas. The highest support level is especially valuable to mission-critical businesses where any downtime is unacceptable. Incident levels and support responses We will respond appropriately to issues depending on their severity levels. Severity Description SLA / Action Urgent High Medium Low Show stopper Renders product or system totally inoperable (hard down) and no workaround exists. Repeatable bug with no workaround Operations are severely restricted due to lack of key functionality. No workaround exists. Repeatable or intermittent bug with workaround Minor impact on daily Customer operations but some non-critical functionality may be unavailable to some or all users. Workaround exists. Small bug or a cosmetic problem Proposed enhancement request or modification to existing Phusion software product. Questions on usage and administration of the product. Cosmetic issues that do not affect performance or functionality. the satisfaction of the customer. the satisfaction of the customer. the satisfaction of Customer. Identified issues will be forwarded to Phusion for potential inclusion in next or future releases. the satisfaction of Customer. Identified issues will be forwarded to Phusion for potential inclusion in next or future releases. Copyright 2015 Phusion B.V. 4

5 The value is clear Your application and its availability and performance is important to your business. With Phusion s Passenger Enterprise Premium Support, you get world-class support from a team of engineers who have experience with the entire stack, and who have developed or contributed to a lot of the software that your business is relying on. We are ready to assist you, no matter where you are in your deployment life cycle, and no matter the size or complexity of your IT needs. With our Premium Support Contract, we stand by to help your business succeed. More information To learn more about Passenger Enterprise, please visit the website: Contact us Phusion B.V. Business inquiries: info@phusion.nl Sales: sales@phusion.nl Support: support@phusionpassenger.com Phone (US): Phone (NL): General information European Union VAT number: NL B01 Dutch Chamber of Commerce number: Copyright 2015 Phusion B.V. 5