As a reminder, Savoir Technologies offers support for the following products:
- Apache ActiveMQ
- Apache Camel
- Apache CXF
- Apache Karaf
- Apache ServiceMix
- Aetos ESB
We offer the following support configurations:
1) Developer support – We can support your developers in how to use the Apache services stack on an annual basis. Your developers can open tickets and they have direct access to Apache developers to get the answers they need. This support is for answering development and architectural questions and not patch/bug or production-down issues. This support has an annual fee per developer and includes 70 hours of our consultants’ time per year.
2) Production 8×5 support – This support is for production issues and full support of the Apache product. This includes bug fixing, patches, and help with production down issues. This support is available Monday-Friday 8AM – 5PM Mountain Time with US Holidays excluded.
3) Production 24×7 support – This support is for production issues and full support of the Apache product. This includes bug fixing, patches, and help with production down issues. This support is available 24 hours per day, 7 days per week.
The following support Service Level Agreements (SLAs) are available for a priority basis with regard to response times:
Production 24 x 7
Low - Next business day
Normal - 8 hours
High - 4 hours
Urgent - 2 hours
Production 8 x 5
Low - Next business day
Normal - 8 hours
High - 5 hours
Urgent - 5 hours
Developer
Low - Next business day
Normal - 8 hours
High - 8 hours
Urgent - 8 hours
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