The advantages of open source software with the guaranteed assistance of a commercial solution.
Choose the Enterprise Open Source Solution to take advantage of our expertise and ensure the stability of your CMDBuild instance.
- Certified Appliance (OVF standard),
- Help Desk for resolution of issues related to the standard Data Management Module,
- Bug fix with guaranteed SLA,
- Notification and remote installation of available updates,
- Non-open source functionalities:
- Support services and training on the use of the GUI Framework (extra costs will incur),
- Access to the other Services: support for start-up, advice and customization activities, training (extra costs will incur).
The Annual Maintenance service will be applied to a single production instance of CMDBuild.
The Annual Subscription has a 12 months validity and can be then renewed annually; no automatic renewal is provided. Customers who do not renew the Subscription cannot continue to use the Advanced Features (Mobile APP, Advanced Connector).
The price is defined accordingly to the Instance Complexity (Base, Large, Very Large) and the desired Service Level Agreement (Silver, Gold, Platinum), combining the two elements.
Instance complexity
The parameters used to value the complexity of a CMDBuild instance are as follows:
| INSTANCE | Base | Large | Very Large | Custom |
|---|---|---|---|---|
| Users (IT operator that use CMDBuild)* | <=20 | <=40 | <=100 | >100 |
| Workflows | <=2 | <=5 | <=10 | >10 |
| Connectors with external systems | <=2 | <=5 | <=10 | >10 |
| Cluster configuration | no | yes | yes | yes |
| Tenant configuration** | <=5 | <=15 | <=30 | >30 |
*Users are all who have a registered account in the table of system "User" . Are not considered users those enabled to submit requests (ticket from the portal, by email, etc.) and not recorded in the "User" table.
**There is an additional cost for each configured tenant.
The instance typology we have to consider is the smallest one that satisfies all parameters.
Service Level Agreement
The main features of each service level are described in the following table:
| SERVICE | Silver | Gold | Platinum |
|---|---|---|---|
| Help Desk via email | yes | yes | yes |
| Phone service | no | yes | yes |
| Remote connection | yes | yes | yes |
| Maximum response time "Ticket A" | 3 working days | 2 working days | 4 working hours |
| Maximum resolution time for each "Ticket A" | 5 working days | 3 working days | 4 working hours |
| Alerts for new software versions and upgrades scheduling | 10 working days | 6 working days | 2 working days |
Solutions
The cost of the Subscription is determined according to the required SLA level and the complexity of the instance.
| Instance Complexity/SLA | Base | Large | Very Large |
|---|---|---|---|
| Silver | Base/ Silver | Large/ Silver | Very Large/ Silver |
| Gold | Base/ Gold | Large/ Gold | Very Large/ Gold |
| Platinum | Base/ Platinum | Large/ Platinum | Very Large/ Platinum |
Notes
The Maintenance Service does not include custom activities for the system configuration (start-up activities) or other customization and developments, which are managed through the Support Packages.
The Maintenance Service covers the warranty resolution of standard code bugs related to the last released version and to all developments done by Tecnoteca technicians, while does not cover the resolution of any errors or problems on additional components (like reports, workflows, custom developments, etc.) configured independently by Customer's technicians or third-party personnel.
The service is provided by remote connection and remote support (VPN, SSH, etc.). It is provided in English during the working days from 9:00 to 13:00 and from 14:00 to 18:00 (CET/CEST).
1. Helpdesk
The Helpdesk takes care of issues / bugs sent to Technical Support through the Tecnoteca Ticketing System.
Tecnoteca staff also supports the Customer in solving doubts about how to configure and use the CMDBuild application.
It is required that each Customer establishes a unique referent to perform and manage the alerts to the Ticketing System.
The tickets made must be accurate and detailed, always describing the reference environment, the problem detected and how to repeat the reported error. Should be enclosed in the ticket technical documentation, like possible error screenshots, server logs, database export, eventual XPDL workflow files, any report XML files, etc.
2. Remote Connection
In the assessment of the maintenance services it should be available a remote access to the CMDBuild server, compatible with the Customer's security requirements and the technical needs of the Technical Support.
The remote connection of Tecnoteca’s technicians to the Customer's server is required for problem analysis, configuration, software changes and problem solving; these operations are performed according to timescale defined by service levels.
3. Upgrade to new software versions
The service provides the upgrade of the production and testing systems used by the customer, on which the new releases will be installed and configured.
Installations are performed according to timescale defined by service levels.
4. Taking charge the issue with email confirmation
Upon receipt of a new ticket, the Helpdesk will verify the presence of an active maintenance contract, will take charge of the request and will send a response email to the Customer within the timescale defined by service levels.
If applicable to the type of problem reported, the technician will also arrange a remote connection with the Customer’s server to retrieve useful information to diagnose the problem.
5. Type A Tickets (application configurations made by Tecnoteca)
Technical Support will analyze and evaluate the problem, will connect remotely for possible further investigations, send any descriptive communication of the solution found, correct the problem in the timescale defined by service levels.
If the problem is related to the "core" code of CMDBuild, will be classified as Type B. In case involving third party components, it will be classified as Type C, and in both cases an email will be sent to the Customer.
6. Type B Tickets (CMDBuild core functionalities)
The service includes taking charge of the issue by the "core" Technical Support, which, after verifying with all the parties involved, will consider the time for any solution to be communicated to the Customer.
When the problem is identified and is attributable to Tecnoteca, Tecnoteca will proceed to its solution.
CMDBuild core problems resolutions are made available at the first release after the alert.
7. Type C Tickets (Third Party Components)
In the event that the problem is not directly relevant to Tecnoteca, as it concerns components developed by third parties or other applications managed by the Customer interoperable with the CMDBuild instance, an explanatory email will be sent to the Customer, which, in addition to the technical explanations, may contain a separate economic assessment for solving the problem or for activating appropriate workarounds.