Support

Great expert support with bugfix guaranty




Perfect assistance & bugfix guaranty


A support contract warrants you professional support from our experts. In this way your required time for analyzing and fixing a problem will be reduced drastically and will save yourself valuable development time. The program errors in RapidClipse reported by you will have a higher priority and consequently get preferred handling.



Support Options Bronze
Most popular
Silver
Gold
Support hours
Region North & South America Mo - Fr
08:00 - 17:00 PT
Mo - Fr
08:00 - 17:00 PT
Region EMEA Mo - Fr
08:00 - 17:00 CET
Mo - Fr
08:00 - 17:00 CET
Reaction time guaranteed (within our service times) Next Business Day 4 hours
Services (not exhaustively)
Bug-Priority bump-up 1
High prioritization of your reported RapidClipse bugs, timely fixing in the next 1-3 releases
Bugfix guaranty 2
Bugfixing guaranted for your reported RapidClipse bugs for next release
Hotfix guaranty 3
Immediately bugfixing warranted for your reported RapidClipse bugs, providing an individual hotfix release
Infos about Bugfix-Updates
Program errors in RapidClipse will basically be fixed by their priority. The priority of an issue will be set by defined criteria. Bugs, which are classified in their priority with Essential or High, will be definitely fixed until the next release. According to the leftover time issues with lower priority will be processed. In practice, due to limited time and resources we are unable to fix all known bugs until the next release, so that bugs with a lower priority can also remain unprocessed over a longer period of time.
If you signed a support agreement, the issues reported by you will have a higher priority and thereby will be processed quicker.
Answering your technical questions
Code review, patching and improving your own code
Individual implementation of single methods, classes, interfaces, webservices etc.
Customizing GUI components
Support for problems with external solutions (APIs, applicationserver, DBs etc.)
Support for your build and deployment process
Supported solutions
RapidClipse IDE TOOLS
RapidClipse FRAMEWORK
Vaadin Framework (first level support)
Hibernate (first level support)
Supported channels
Support ticket system
Phone support with call back support
Remote login
Escalation directly to the RapidClipse development team,
maintained by dedicated account manager
Support volume
Support hours included 10 35
Duration
Contract duration 12 months 4 12 months 4
Price
Price per month $ 100 $ 500
Buy Bronze
Support
Buy Gold
Support

Fully support without firm contract


With our FLEX support you get our professional support without having a support contract. FLEX Support is mostly used by our customers who want us to make a code review, finding rebellious bugs or implementing single functions, minor program modules, interfaces to external systems, webservices, special GUI components, individual UI themes and so on. The FLEX support process flow is really simple and pleasant transparent.


Simple Process Flow

  1. Sign up once for our FLEX support
  2. Describe your intention or problem in our online ticket system
  3. Wait for our time and cost estimation
  4. Grant us the mandate for implementation or cancel the support case
  5. You get the code
  6. After your final acceptance test the support case is finished
FLEX support details
One time registration of your FLEX support account $ 50
Support case receipt, checking, estimation of time and cost roughly (once per support case) $ 10
Support case implementation $ 40 / 15 min
Billing increment 15 min
Basic fees
Contract duration
Termination of your FLEX support account At any time
Support hours
Region North & South America Mo - Fr
08:00 - 17:00 PT
Region EMEA Mo - Fr
08:00 - 17:00 CET
Reaction time guaranteed (within our service times) Next Business Day
Services (not exhaustively)
Bug-Priority bump-up 1
High prioritization of your reported RapidClipse bugs, timely fixing in the next 1-3 releases
Bugfix guaranty 2
Bugfixing guaranted for your reported RapidClipse bugs for next release
Hotfix guaranty 3
Immediately bugfixing warranted for your reported RapidClipse bugs, providing an individual hotfix release
Infos about Bugfix-Updates
Program errors in RapidClipse will basically be fixed by their priority. The priority of an issue will be set by defined criteria. Bugs, which are classified in their priority with Essential or High, will be definitely fixed until the next release. According to the leftover time issues with lower priority will be processed. In practice, due to limited time and resources we are unable to fix all known bugs until the next release, so that bugs with a lower priority can also remain unprocessed over a longer period of time.
If you signed a support agreement, the issues reported by you will have a higher priority and thereby will be processed quicker.
Answering your technical questions
Code review, patching and improving your own code
Individual implementation of single methods, classes, interfaces, webservices etc.
Customizing GUI components
Support for problems with external solutions (APIs, applicationserver, DBs etc.)
Support for your build and deployment process
Supported solutions
RapidClipse IDE TOOLS
RapidClipse FRAMEWORK
Vaadin Framework (first level support)
Hibernate (first level support)
Supported channels
Support ticket system
Phone support with call back support
Remote login
Escalation directly to the RapidClipse development team,
maintained by dedicated account manager
Support volume
Support hours included
Duration
Contract duration
Price
Price per month
Buy FLEX
Support

Additional support hours: 5 hours - Bronze $100/h, Silver $125/h, Gold $145/h

1. Bug-Priority bump-up: Bugs, which can not be fixed with reasonable effort or not at all are excluded.

2. Bugfix warranty: Bugs, which can not be fixed with reasonable effort or not at all are excluded.

3. Hotifx warranty: For exceptional cases only, especially in case of fatal errors, critical security lacks, memory leaks, system crashes etc. Bugs, which can not be fixed with reasonable effort or not at all are excluded.

4. Contract duration and termination: The contract duration is 12 months. The contract will automatically renewed for another 12 months, if it is not terminated in writing at least 3 months before expiration.

All prices are net prices plus VAT and local taxes


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