Support Offers
Support for Orbacus is divided into different levels and responses times, all designed to fit client needs and budgets.
- Basic (Community) - this first level support is designed for customers with evaluation questions and those opting out of Standard support at purchase time. Previously this support was provided through the OB-Users mailing list but now questions should be directed to the OrbZone forums. Our support engineers watch the OrbZone forums and will respond to technical questions as time allows but priority is given to those with Standard, Silver or Gold support purchases.
- Standard - Standard support refers to the support provided through support@orbacus.com. Support contracts are valid for 1 year. Standard support entitles you to the resolution of 6 support incidents. Any incidents unused at the end of the year will be carried over to the next support contract when the contract is renewed. Support is available during normal business hours, Monday through Friday. You will also receive all minor updates that are released during the life of the support contract.
- Silver and Gold - These support levels are designed for mission critical applications in deployment with very stringent requirements on issue resolution. Support is also provided through support@orbacus.com but with an unlimited number of issue resolutions and with a higher priority.
