Support for Apache Tomcat
ManageCat is committed to delivering high-quality 24x7 Apache Tomcat enterprise support to their customers. All technical inquiries are reviewed directly by our senior Apache Tomcat engineers.
With our enterprise support, we want to transfer not only our knowledge about Apache Tomcat but also other Java EE technologies including JPA, EJB, CDI, JSF, JSTL, JTA, JMS and others. We will help our customers to develop and deploy their production based Java EE applications smoothly.
Apache Tomcat Enterprise Support
(7) days per week. The email account will be maintained by qualified support specialists, who shall use commercially reasonable efforts to
answer questions and resolve problems regarding the Apache Tomcat. For the Severity-1 and Severity-2 level issues, there also exist a
telephone line to initiate the initial request. Please see below SLA and Service Hours.
Apache Tomcat support services will include:
- Advise proper configuration of Apache Tomcat.
- Provide technical support.
- Provide security vulnerability notifications.
- Determine the problem and identifying solutions.
- Determine liability in case of faulty situation.
- Include emergency hot fixes services.
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Enterprise Support |
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Support Features |
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Apache Tomcat Knowlegdebase |
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ManageCat Platform |
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Product Updates |
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Security Patches |
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Emergency Hot Fixes |
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Service Hours |
7x24 |
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Number of Incidents |
Unlimited |
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Web Based Support |
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Bug Fix Priority |
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Bug Tracking |
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Phone and IM Support |
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Max Response Time |
See Below |
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End of Life Support |
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Price |
“Response Time” goals are provided as typical initial response times to support requests. MANAGECAT will use commercially reasonable
efforts to meet response time goals. Response time goals in no way create a legal requirement or obligation for MANAGECAT to provide
always such response in the stated time.
Response Times
Response times to the opened tickets are calculated according to the severity levels of the problem:
- Severity-1: Very critical, 1-4 hours
- Severity-2: Critical, 4-8 hours
- Severity-3: Normal, 24 hours
- Severity-4: Informational, 48 hours
Case Resolution
When Support Contact wishes to engage MANAGECAT technical support, Support Contact will contact MANAGECAT technical support
using the MANAGECAT customer portal. For 24x7 Enterprise Support, MANAGECAT also provides telephone assistance for Severity-1
and Severty-2 level issues.
Our extended enterprise support includes:
- Technical support on and around the software for production environments, including troubleshooting, diagnosis and resolution of
issues which do not require source code patches. - MANAGECAT will attempt to provide patches for customers upon request, and where technically possible, for the following:
Severity-1 issues; Critical Security Vulnerabilities; Severity-2 issues where the product in a non-production environment is
nearing a critical milestone, is unusable, and no workaround is available. - Access to software downloads, technical content and knowledge base articles.