MetaBoss support is split into a number of categories with different cost structures and characteristics. Our belief is that MetaBoss support categories combined with the low licensing cost offer customers a very good solution at a good price.
General Public Support. MetaBoss support personnel maintains and moderates MetaBoss-related public forums, knowledge bases, mailing lists etc. located at http://www.metaboss.com site and / or in http://metaboss.sourceforge.net. These resources are maintained for benefit of all current and prospective users irrespective of the type of license they choose. MetaBoss gives no guarantees as to the speed and timeliness of responses, issue resolutions or bug fixes. Please note that while our internal priorities may prevent us from answering your queries in a timely manner, other members of general public (open source community in particular) are known to be a very enthusiastic and helpful group, so please do not hesitate to ask questions or report an issue.
VIP Support. The VIP Support is available to MetaBoss Commercial License Holders at no additional cost (i.e. nothing to pay over and above the initial license fee and annual subscription fee) and without any prior arrangement or special contract. Under VIP Support policy any issue, query or bug report submitted by Commercial License Holder to MetaBoss public forum is given preferential treatment ahead of any issues, queries or bugs submitted by members of general public. In order to enjoy VIP Support, Commercial License Holder must enter correct licensing information when registering on our site. Once licensing information is entered, any message from Commercial License Holder will be automatically flagged (internal flag, not visible to general public), MetaBoss support personnel will be alerted and the message will get our foremost attention. Under VIP Support policy MetaBoss gives no guarantees as to speed and timeliness of responses, issue resolutions or bug fixes. However MetaBoss guarantees that all VIP Support issues will be attended to ahead of general public ones. Please note that this feature is only available on MetaBoss forum located at www.metaboss.com site and not on http://metaboss.sourceforge.net. This is simply because SourceForge forums do not support this feature.
Premium Support. The Premium Support is available to MetaBoss Commercial License Holders by prior arrangement on the user pays basis. Under the Premium Support policy MetaBoss guarantees to attend to the reported issue and allocate at least one person/hour on initial investigation and resolution within 48hr period after the issue was reported. If this is not enough (i.e. issue is not resolved after 48hrs or two days and client has authorised the additional effort), up to four person/hours are guaranteed to be allocated within next 48hr period. If this is still not enough (i.e. issue is not resolved after 96hrs or four days and client has authorised the additional effort), full time of one person will be allocated to the issue resolution for as long as it takes to resolve it. Charges are based on the time we spend to resolve an issue in accordance with the following schedule:
Up to one hour of the initial work which includes initial investigation of the problem, acceptance or rejection of the problem, preparing of the response with suggested solutions or workarounds is charged at 200USD per incident. In our experience more than 80% of all issues are resolved during this time and no further work is needed.
Any additional time we spend on the issue (based on our initial response to the issue and subsequent authorisation by client) is also charged at 200USD per hour. In order to use this service, Commercial License Holder must open MetaBoss support account and maintain positive balance of around 1000USD. Please contact support at email@example.com
for more details.
Onsite Support. The Onsite Support is available to MetaBoss Commercial License holders by prior arrangement on the user pays basis. It is specifically recommended to large corporate clients with large teams, complex projects and technologies. MetaBoss engineer will be glad to come out and help with the installation of MetaBoss or adaptation to required technologies. Our engineers will also be glad to conduct training sessions or even to help with project work. The onsite support is charged at 2000USD per day with 5 days minimum duration of assignment. Prepayment is required. Please contact support at firstname.lastname@example.org for more details.