From SMW+ Semantic Enterprise Wiki
Technical Support
Ontoprise takes care of your SMW+ installation
Integral parts of SMW+ are in daily operation for hundreds of thousand of end users which are accessing Wikipedia – this is an obvious proof of the high-end quality of SMW+. Since SMW+ is constituted of open source software which is developed by a large number of external contributors we cannot guarantee that each contribution is entirely bug free.
We therefore offer customers to assess bug reports and either to take immediate action to produce a software patch or to act as the gateway to the community of contributors which removes the bug.
Get your support contract at ontoprise's online shop
Basic facts of ontoprise's standard support contract
We have defined an efficient process which makes each step of the support process transparent to our customers and which is optimal for the cost-efficient and sustainable operation in commercial and commercial-like environments. Our contract covers:
- Supported software:
- one single, named installation of MediaWiki 1.x, Semantic MediaWiki 1.x or SMW+ 1.x
- Support period:
- one year (starting from the effective date of the contract)
- Support contact:
- enter problem reports in ontoprise's web based trouble ticket system
- Support service:
- problem resolution by ontoprise's software engineers (incl. patches, workarounds)
- usage hints by ontoprise's end-user support engineers
- periodic standard updates and patches to SMW+
Credit system
Our support contracts are based on a unique credit system which has the following benefits for you:
- Flexibility: You decide how many credits you want to purchase (10, 15, 25, 50 or 100 credits). You can buy more credits whenever you want to.
- Reimbursement: You get a (cash) reimbursement for all un-used credits at the end of the contract.
- Cost efficiency: Each inquiry or question on how to use a single end-user feature of the software consumes only 1 credit.
- Transparency: You get involved into the problem resolution process: our engineers assess your problem report and give an estimation of the resolution time and the credits needed to provide you with a patch. At this time you can give "green light" for our engineers to work out a solution for you or you can go the freebie-way, that means we route your problem to the community which will take care of your problem.
- Guarantee: We guarantee that we will provide you with a problem resolution which won't consume more of your credits than we have estimated in the assessment process (+ max. 10%).
Easy to use trouble ticket system
Your support contacts enter your problem reports or inquiries about how to use single features of the software into our web based trouble ticket system. An easy-to-use entry form assures that our engineers understand what your trouble is. You can browse the status of each ticket by yourself - giving you the necessary info for your end-users!
