Support
We are strong supporters of
Free Software
(that is, Free as in Freedom). We therefore try
to make the bulk of our software available under
a suitable business-friendly community licence.
Thus, curating a thriving community is beneficial to all.
The default support option is 'Community Support', which
typically consists of a community email list and web forum only.
With community support, we try to help as and when we can,
but make no commitment to resolving issues or providing
assistance. Any such help from us will be entirely at
our discretion and should not be assumed or relied upon.
However we also offer a range of paid support options
for the software we create.
Standard support
- a monitored project email list
- access to a project issue tracker
- investigation and initial triage of issues within 3 to 5 business days, depending on severity and resource availabilty
- we aim to resolve production issues within 5 to 10 business days, depending on complexity and resource availabilty
- resolution of issues dependent on available resources and priority of other work
- feature requests pooled and possibly added to roadmap
Enhanced support
- a monitored project email list
- access to a project issue tracker
- investigation and initial triage of issues within 1 to 3 business days, depending on severity
- we aim to resolve production issues within 1 to 5 business days, depending on complexity
- direct access to a named developer
- priority resolution of issues
- feature requests considered, prioritised and added to roadmap