We are pleased to provide two support plans for our InfiniDB™ Enterprise Edition customers via our Silver and Gold offerings. Our support plans are designed to allow you to to match your budget and operational needs with the level of support that's right for you. Support plans are renewed on an annual basis and, like the licensing plan, our support fees are on a per node basis. Please review the following to determine which plan is best for you.
| InfiniDB Enterprise Software Maintenance | Silver $2,495/Node/Year |
Gold $3,295/Node/Year |
| Software | ||
|
InfiniDB Enterprise Edition |
Yes
|
Yes
|
|
Command Admin and Monitoring Console |
Yes
|
Yes
|
|
Quarterly Service Packs (Active Period) |
Yes
|
Yes
|
|
Upgrades to New Versions |
Yes
|
Yes
|
|
Indemnification |
Yes
|
Yes
|
|
Emergency Hot Fix Builds |
Yes
|
|
| Production Support | ||
|
Number of Named Users |
1
|
5
|
|
Number of Incidents Allowed per month |
5
|
Unlimited
|
|
Web-based Case Management |
Yes
|
Yes
|
|
Email Access to Support Team |
Yes
|
Yes
|
|
Hours of Service |
8 - 5 Central US,
M - F |
24x7x365
|
|
Phone Access |
8 - 5 Central US,
M - F |
24x7x365
|
|
Support Access |
8 - 5 Central US,
M - F |
24x7x365
|
|
Maximum Initial Response Times: |
||
| Severity 1 |
1 hour
|
|
| Severity 2 |
4 hours
|
|
| Severity 3 |
1 Business Day
|
|
| Consultative Support | ||
|
Schema Review |
Billed hourly
|
Yes
|
|
Query Review |
Billed hourly
|
Yes
|
|
Performance Review |
Billed hourly
|
Yes
|
| Self Help Support | ||
|
Online Forum Access |
Yes
|
Yes
|
| Notes | ||
|
Consultative Support - Max 8 hours per year/per node |
||
| Hot Fix Builds are for Severity 1 issues only |
