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ManageCat Enterprise Support

ManageCat is committed to delivering high-quality 24x7 open source enterprise support to their customers. All technical inquiries are reviewed directly by our senior open source technology experts.

We will help our customers to move from costly commerical middleware prodocts to enterprise grade open source alternatives.

If you are ready to try our open source supported products, please contact with us.

Contact Us

What Does Commercial Support Cover?

Open Source Binary

Enterprise support covers the downloading of open source binaries from open source repositories. We are more than happy to work with open source communites and contribute back.

24x7 Technical Support

Access to our experts, available twenty-four (24) hours per day, seven (7) days per week. Free to use our support channels via customer portal, support email and phone numbers.

Identify Runtime Problems and Resolutions

Our middleware experts immeditely starts investigation for critical issues, according to the agreed SLA time. They identify the underlining runtime problems and provides applicable fixes asa soon as possible.

Install and Configure

Our team helps you to configure and install the open source products smoothly into your product environments. with our help, you will always have the best product configuration and installation experience.

Security Vulnerabilities

Working with security notification providers to immediate access to security related vulnerabilities, and provide solutions to fix these vulnerabilities via upgrade, patch or other ways.

Emergency Hot Fixes & Patches

Under the emergency situations (for example L1 type of issues), our open source engineers are always ready to fix the issue, provides hot fixes & immediate patches and contribute back these fixes to open source community to includes in the future versions.

Enterprise Support

MANAGECAT will provide access to a ticketing system and email address, which will be available twenty-four (24) hours per day, seven (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.  For the Severity-1 and Severity-2 level issues, there also exist a telephone line to initiate the initial request.

Enterprise support service:
  • Advises proper configuration of open source products.
  • Provides technical support.
  • Provides security vulnerability notifications.
  • Determines the problem and identifying solutions.
  • Determines liability in case of faulty situation.
  • Includes emergency hot fixes services.
 

Enterprise Support

Support Features

 

Knowlegde Base Portal

ManageCat Admin Platform

Product Updates

Security Patches

Emergency Hot Fixes

Service Hours

7x24

Number of Incidents

Unlimited

Web Based Support

Bug Fix Priority

Bug Tracking

Phone and IM Support

Max Response Time

See Below

End of Life Support

Price

Contact Sales

SLA and Service Hours
“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.
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