JORAM Gold support

Our standard Gold pack has been designed for supporting a VAR integrating JORAM to his own products (see VAR offering).

JORAM Gold pack, as all our support contracts, guarantees the intervention of ScalAgent DT in a set term, for an unlimited number of execution issues related to the client project, and for a fixed yearly price. The client names the supported project when subscribing.

Included options

Service description

The number of execution issues covered by contract is unlimited.

When the execution issue may not be reproduced and when the involvment of JORAM in the issue remains unclear, the contract still guarantees that ScalAgent DT assists the user according to a specific procedure called a client intervention. ScalAgent commitment is limited to 10 such procedures per year. The client intervention procedure is not limited to our VAR client environment. It includes the environments of his own clients.

Besides execution issues, the pack includes a pool of 40 hours of development support/consulting.

Service conditions

The client names contacts (maximum 4) allowed to initiate requests to ScalAgent DT. Requests are issued, in french or english language, using the dedicated Web interface. Other communication means may be used while processing the request.

Support is available during business days, from 9am to 9pm french time. Requests are taken over in a maximum delay of 4h.

Supported configurations

Supported JORAM configurations are simple or complex, up to 16 interconnected servers. Support applies to any number of deployments, be they operational or not.

The client chooses two JORAM versions for the contract. Some versions are labelled LTS for Long Term Support. A new LTS version is labelled every 12 to 18 months. An LTS version is supported for 3 years from its release date.

Additional options

Service extensions

The number of client interventions may be raised to 25 if the client wishes to limit its task of isolating the issue to the JORAM middleware layer.

Similarly if the client wishes more help, maybe including programming small components of his application, then he may raise the pool of development support/consulting hours.

Service conditions

Support may be extended to all days (7/7) at all times (24/24).

Supported configurations

Very complex (more than 16 servers) configurations require more resources. Such configurations are supported through an additional option.

An additional JORAM version may be supported if required.

If the client validates his product on a specific platform significantly different from the reference platforms ScalAgent DT supports, then he may ask for this platform to be included in the contract.