Open Source Support

For open source products Remedy IT provides flexible Remote Support (RS) options. We provide RS contracts for ACE, TAO, R2CORBA, RIDL, OpenDDS, and JacORB.

With our remote support contracts we can be of assistance for solving issues and answering questions. We provide a support contract which includes email, phone, and web-based access.

We have four different types of remote support contracts so you can choose the kind of support that matches best your support needs:

  • RS_Incident

  • RS_Year

  • RS_Month

  • RS_SLA

All RS contracts include access to the Remedy IT Software Support Portal. RS is intended for the following type of activities:

  • Bug fixing / problem resolution not requiring major redesign

  • Small (relatively) functional enhancements and extensions

  • Development support (i.e. supplying building, coding, optimization information, example or prototype implementations)

For all these RS contracts it is necessary to sign a support agreement which you can order by email at sales@remedy.nl.

RS_Incident

Our RS_Incident contract is the most flexible and easy to use contract type. After signing the support agreement you receive access to our support portal but you only pay when time is spend on your issue.

  • Number of hours: not fixed

  • Invoice: monthly based on the hours used

  • Payment terms: 30 days by wire transfer

  • Initial response time: within 3 working days

  • Validity: until December 31, 2017

It is not possible to request an RS-Incident support contract when a formal PO is required for each invoice.

RS_Year

Our RS_Year contract is the solution for projects that need some support but don’t want to have administrative overhead at the moment they want to use our services. A pool of hours is bought through the RS_Year agreement which can be used when needed.

  • Number of hours: minimum of 40 hours and maximum of 120 hours, hours are not transferable to the next year

  • Invoice: at start of the contract

  • Payment terms: 30 days by wire transfer

  • Initial response time: within 3 working days

  • Validity: 1 year after start of the contract

RS_Month

Using RS_Month you get the lowest rate and fastest response time to your issues. You will have a designated contact person who will assist you as fast as possible.

  • Number of hours: minimum of 24 hours per month, hours are not transferable to the next month

  • Invoice: at start of the contract for the total amount or 12 monthly installments

  • Payment terms: 30 days by wire transfer

  • Initial response time: within 2 working days for contracts between 24 to 60 hours per month within 1 working day for contracts with more than 60 hours per month

  • Validity: 1 year after start of the contract

RS_SLA

RS_SLA is aimed at projects that are using a specific product version and want to freeze that for a longer period of time.

  • Support with a Service Level Agreement for your specific version of the product

  • Version management including patch management

  • Guaranteed response times within a working day

  • Product upgrade management

  • Includes a pool of 100 support hours

  • Optional on-site support

  • Invoice: at start of the contract

  • Payment terms: 30 days by wire transfer

  • Validity: 1 year

This RS_SLA is intended for projects that are using a specific product version, and want to freeze that for a longer period of time.

RS Classification

Structural additions and alterations of software are not covered by our RS contracts. In case the classification is not clear, Remedy IT reserves the right to classify an activity as non-RS.

Activities classified as non-RS require a custom support agreement.

Likewise, on-site support when using a RS-Incident, RS-Year or RS-Month contract requires a custom support agreement.