Gluu
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Entitlements
| *Level 1 Support is only available with the purchase(s) of On Demand Servers | ||||
| *Level 3 Support is included with any purchase of Gluu EDU. | ||||
| Support Features & Pricing | ||||
| Level 1* | Level 2 | Level 3* | Level 4 | |
| Annual Support | - | $6,000 | $12,000 | $60,000 |
| Included Servers | Up To 2 | Up To 2 | Up To 4 | Up To 4 |
| Incident Priority | Bronze | Silver | Gold | Platinum |
| Named Contacts | 1 | 1 | 2 | 3 |
| Support for Clusters (additional fee) | - | Yes | Yes | Yes |
| Supported Software | ||||
| OxAuth Version 0.2 or later | Yes | Yes | Yes | Yes |
| OxTrust Version 0.2 or later | Yes | Yes | Yes | Yes |
| OxServer Version 0.2 | Yes | Yes | Yes | Yes |
| Problem Resolution Support | ||||
| Web Case Initial Response Time | 4 Hours | 4 Hours | 4 Hours | 4 Hours |
| Remote Troubleshooting | Yes | Yes | Yes | Yes |
| Consultative Support | ||||
| Scheduled Upgrade Assistance | Yes | Yes | Yes | Yes |
| Deployment Summary on file | Yes | Yes | Yes | Yes |
| Configuration Review | Yes | Yes | Yes | Yes |
| Performance Review | Yes | Yes | Yes | Yes |
| Total Consultative Support | Per Issue | Per Issue | Per Issue | 8 Hours |
| Self Help Support | ||||
| Mailing Lists | Yes | Yes | Yes | Yes |
| Wiki | Yes | Yes | Yes | Yes |
Frequently Asked Questions
What is the cost to OEM the Gluu platform?
Of course, our open source software is 100% free. However, if support is needed for an OEM, we price it on a case by case basis. Please e-mail us to schedule a meeting to discuss your project.
Is Support ever included?
Yes. Level 1 support is included in the sale of all On Demand Gluu platforms. Additionally, Level 3 support is included in the sale of all Gluu EDU platforms.
How is incident priority handled?
Our goal is to support all customers in a timely fashion. However, response time and criticality can vary depending on the level of support purchased. Customers with Platinum and Gold support packages will take precedence when necessary.