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What type of support is available?

We provide different types of support for users of Open Source Licenses and customers with Commercial Licenses.

If you require more detailed information or a quotation for a commercial license suited to your needs, just send us an e-mail to request information about licenses and support.

 

Type of SupportCustomers with Commercial LicensesUsers with Open Source GPL Licenses

Platform Availability & Platform Support:

 

Windows, Linux and other Unix system users receive support from SOS GmbH and partners for build, installation and product maintenance

 

Windows, Linux and other Unix system users can ask for support from the community at the SourceForge Forum

Downloads and Documentation:

 

Available

 

Available

Support Options:

  • Overview of Support Options

  • Standard Support Option

    • Product Maintenance

    • Defect Support

    • Version Support

    • Support is transferable to new releases with new features

  • 24/7 Support Option

    • Includes Standard Support Option

    • 24/7 Support for critical incidents

  • Service Request Support Option

    • Provide answers to customer questions

    • Perform coaching on best practices

    • Advise on configuration issues

 

Available

 

Not available

Product Maintenance:

Product maintenance is provided in the event of any functional issues occurring with JobScheduler. For details see Product Maintenance

  
Scope
  

  • Maintenance Releases are published as required

Maintenance Releases are publicly availableMaintenance Releases are publicly available
Service Levels
  

  • Response Times

Production standstill: up to 1 hr.
Other issues: up to 12 hrs.		Not applicable

  • Standard Service Hours

Mon-Fri 9am-4pm CET (UTC+1) resp. CEST (UTC+2) except for German public holidaysNot applicable

Version Support:

  
Extension to Product Maintenance to prolong support up to approx. two years dating from the general availability of a specific release. For details see Version SupportAvailable on subscriptionNot available

Support and Information Systems:

  

  • Trouble Ticket System

Trouble Ticket System from SOS GmbH or partners with individual service areasUsers can ask for community support via the SourceForge Ticket System

  • Change Management System

Public access to Change Management System, Release Notes & Roadmap. Change Requests can also be made using our Trouble Ticket System.Public access to Change Management System, Release Notes & Roadmap. Feature Requests can also be made.

  • Knowledge Base System

Public access to Knowledge Base SystemPublic access to Knowledge Base System

Start-up / Installation Support:

  
We help you solve any issues you may have during installationAvailableUsers can ask for support from the community at the SourceForge Forum

Services:

Available

Not available

Online Product Demo:

A quick and comprehensive introduction to JobScheduler and JADE and their possible uses in your company

Available from SOS GmbH

Available from SOS GmbH

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