Understanding Support Requirements for Open Source Solutions

Open source solutions are integrated technologies cemented as a Solution Platform.

The support services therefore also need to support several components working in unison. This requires a high degree of architectural understanding and knowledge of latest community developments to continuously improve and provide business continuity for the solution.

Our Support Models

Support models are very flexible ranging from a mission critical need to support the entire solution through to ad hoc support required on specific frameworks.

We support all our integration projects, white label platforms that we build and open source solutions we implement. Most of our support capabilities are centred around leading open source technologies such as Alfresco, Liferay, Pentaho and many more that are part of our OSSExpert Toolkit.

The Round the Clock “Production Grade Support”  environment comprises of a dedicated team to look at tactical solutions for mission critical systems. We have customized solutions to look into each client needs and address them in the most cost effective manner.

The support offerings can be categorized in 3 different areas.

• Geared towards enterprise customers who have a requirement for “round the clock” support for open source solutions developed by InfoAxon. The Production support plan is ideal for mission-critical applications and enterprises that require business-critical SLAs and 24 x 7 x 365 support coverage, and a response time of 30 minutes or less. Support incidents may be reported via phone/Skype or our Request Tracking customer support portal.
• A scaled down version of Production support for those customers whose needs are satisfied by a 12 x 5 business week support coverage, and a response time of 4 business hours. Basic support works well for departmental applications and small to mid-sized companies. Support incidents may be reported via phone/Skype or the Request Tracking customer support portal.
• Instant or Snap Support that allows enterprises to raise an Ad hoc query having purchased a set number of hours of support each month. This works for businesses that already have a support or IT team but require third line support time to time.