Remedy IT

Open Source Support

For open source products Remedy IT provides flexible Remote Support (RS) options. We provide RS contracts for AXCIOMA, TAOX11, 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 three different types of remote support contracts so you can choose the kind of support that matches best your support needs:

  • 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) on supported platforms

For all these RS contracts it is necessary to sign a support contract which you can request by email from sales@remedy.nl.

RS_Year

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

  • Number of hours: minimum of 40 hours and maximum of 120 hours

  • Invoice: yearly, upfront for the total price at the receipt of the purchase order or signed support contract

  • Payment terms: 30 days by wire transfer

  • Initial response time: within 3 working days; excluding vacation periods

  • Validity: 1 year after start of the contract, hours are not transferable to the next year and not refundable

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 price 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; excluding vacation periods

  • Validity: 1 year after start of the contract, hours are not transferable to the next month and not refundable

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; excluding vacation periods

  • Product upgrade management

  • Includes a pool of 100 support hours

  • Invoice: at start of the contract

  • Payment terms: 30 days by wire transfer

  • Validity: 1 year, hours are not transferable to the next year and not refundable

RS Classification

Structural additions and alterations of software as well as platform porting 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 contract. On-site support when using a RS_Year, RS_Month, or RS_SLA contract requires a custom support contract.