24x7 Enterprise Support Services
ManageCat is committed to delivering high-quality 24x7, enterprise support to their customers. All technical inquiries are reviewed directly by our senior open source technology experts. We help our customers to move from costly commercial application server products to enterprise grade open source Java platforms. Our support team has extensive knowledge of open source Java platform's technical details and operational nuances.
We provide support whether your environment is on-prem, hybrid or in the cloud. Contact our team to discuss your specific support requirements, including enterprise SLAs and security needs.
What Does Enterprise 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 communities 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 immediately start investigation for critical issues, according to the agreed SLA time. They identify the underlying runtime problems and provide applicable fixes as soon as possible.
Install and Configure
Our team helps you to configure and install open source software 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 gain immediate access to security related vulnerabilities, and provide solutions to fix these vulnerabilities via upgrade, patch or other means.
Emergency Hot Fixes & Patches
Under emergency situations (for example L1 type of issues), our open source engineers are always ready to fix the issue, provide hot fixes & immediate patches and contribute back these fixes to the open source community to be included in future versions.
Enterprise Support Details
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 Severity-1 and Severity-2 level issues, there also exists 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 | |
| Knowledge Base Portal | √ |
| Tomcat Monitoring 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 always provide such response in the stated time.
Response Times
Response times to 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 Severity-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 that 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.