ISV Support Services
Cloudsoft provides enterprise level support for ISVs using jclouds in production environments.
Two offerings are currently available:
| Support Plan | Standard | Premium |
| Hours of Operation | 12×5 | 24×7 |
| Incidents | Unlimited | Unlimited |
| Fees | $6k per month $60k per year |
$12k per month $120k per year |
Cloudsoft’s experienced jclouds developers will support core jclouds functionality up to one year after release. Support is currently available for jclouds release 1.3.0 and above. Quotes for bespoke support arrangements can be provided on request.
In addition, Cloudsoft’s team will assist with debugging issues that arise with specific service providers. Furthermore, if a service provider is a member of our Service Provider Certification Program then any service provider-related issues will be automatically escalated and dealt with via this program.
Incident Response
Cloudsoft judges incident severity based on a number of criteria, this includes the impact to end users, the effect on downstream systems, repeatability of issues and whether there is a workaround available.
| Severity Level | Problem Experienced | Standard Response | Premium Response |
| Severity 1 | Production system unusable. | Within 1 business hour. Updates hourly thereafter within business hours. |
Within 1 hour, via phone. Updates hourly thereafter. |
| Severity 2 | Production system usable, but severely compromised. | Within 4 business hours. Updates every three hours. |
Within 2 business hours. Updates every two hours. |
| Severity 3 | Production system running, some impact. Development system unusable. | Within 8 business hours. Updates as available or as agreed. |
Within 4 business hours. Updates as available or as agreed. |
| Severity 4 | Low or no impact to production systems. Development system usable, but compromised. | Within 1 business day. Updates as available or as agreed. |
Within 8 business hours. Updates as available or as agreed. |
| Severity 5 | All other bugs or enhancement requests. | Fix contributed to the next release. | Enhancement requests given added weighting. Fix contributed to the next release. |
Contact Support
ISV support services are provided through the portal specified in your support contract. Please refer to your documentation for further details.
