Subscriptions for Success

Subscriptions for Success

SpringSource enterprise software and support subscriptions are the way to get developer and production support for SpringSource software products and certified versions of our open source Spring, Groovy, Grails, and Apache technologies.  Subscriptions provide access to all patches, updates, and security fixes for SpringSource products and open source technologies is provided to production subscription customers. All subscriptions include access to our customer support portal, online knowledge base, and FAQs.

SpringSource software and support subscriptions help our customers and partners rapidly deliver high-quality business applications, reduce cost and complexity throughout the application lifecycle, and achieve a higher level of productivity and quality from developers to the datacenter. SpringSource is able to provide a world-class support experience by employing the open source leaders who created and drive innovation for Spring, as well as the Java and web thought leaders within the Apache Tomcat, Apache HTTP Server, Hyperic, Groovy and Grails open source communities.

Support plans provide unlimited support incidents across three different service levels ranging from developer support to business-critical 24x7 production support.

Support Level Severity Level 1 Committments Support Hours
and Method
Response Workaround Correction
Platinum 1 hour 72 Hours Next Release 24 x 7 x 365;
Phone or Web
Gold 4 hours 72 Hours Next Release 6am - 6pm local time;
Phone or Web
Developer 1 business day none Next Release 6am - 6pm local time;
Phone or Web

 

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Platinum Production Support: Geared towards enterprise customers who have a requirement for “round the clock” support. The Platinum support plan is ideal for mission-critical applications and large enterprises that require business-critical SLAs and 24 x 7 x 365 support coverage.  Support incidents may be reported via phone or the SpringSource customer support portal.

 

 
 
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Gold Production Support: A scaled down version of Platinum support for those customers who only require 12 x 5 business week support coverage.  Gold support works well for departmental applications and small to mid-sized companies.  Support incidents may be reported via phone or the SpringSource customer support portal.

 

 
 
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Developer Support: Designed for software development teams that require technical support assistance during the development and testing phases of an application. SpringSource technology experts will provide “best practice” guidance on the use of SpringSource products and open source Spring, Groovy, Grails, and Apache technologies.  Developer support is made available on a per seat basis.  Support incidents may be reported via phone or the SpringSource customer support portal.


 

Support Policies

SpringSource’s official software support and maintenance policies are as follows:

“The SpringSource people are all highly skilled, and response time from SpringSource has been less than one hour on every request.  This is much better than the experiences we’ve had with other technology vendors.”

European Patent Office