copy of Support contract terms & conditions

The terms and conditions of Zope/Plone support contracts

Plone integrates a vast collection of software. This includes the application server Zope, the Zope object database (ZODB), the Python programming language and page templates. Upfront Systems boasts an in-depth knowledge of all these technologies, which enables us to effectively support your entire Plone infrastructure effectively.

With our support packages you can enjoy all the features Plone has to offer while we make sure your Plone instance is set up properly and keeps running.

What can you expect from a support package?

When purchasing a support package from Upfront Systems, we will be on standby for assistance on any of the following:

Using and understanding Zope and Plone features
Customising templates
Researching, installing and configuring add-on products
Making sure your site can handle large loads, given the hardware is adequate
Configuring a ZEO cluster to make sure your site can handle additional load
Analysing and fixing a corrupted ZODB
Developing new content types
Developing simple web-based forms

How does a support package work?

A support package consists of a certain amount of hours. The client decides on the amount of hours of support they want to buy.

The following applies:

A minimum of 5 hours per month for a minimum of 3 months
A minimum of 2 hours per month for a minimum of 6 months

Clients who have bought support packages are guaranteed a maximum 8-hour response-time to a support query. The time it will take to resolve an issue can, however, not be guaranteed.

How do I request support?

You can request support by email or via a web-based issue tracker. In emergencies or when unavoidable you can request support by phone.

All issues and email correspondence are logged in an issue tracker. We will clearly communicate our estimates involved in dealing with your issues. We allocate a minimum of 10 minutes to an email response. The duration of all phone calls will be logged and deducted from your support hours.

How do I email for Support?

Simply formulate your issue as clearly as you can and with as much information as you have available and email it to our support email address.

You do not need to cc any of us, everyone at Upfront Systems will receive that email.
All issues mailed to our support address goes into our issuetracker and your request will be distributed to all of us.
It will be allocated an issue-number and someone will assign the issue to an appropriate person and allocate it an appropriate priority.
Should we require more information from you, you will receive a reply-mail from our issuetracker.
Do not alter the subject of the mail (it contains the issue-number).
Simply 'reply-to' the mail with your answer - it will again come to all of us.

What is the cost?