Note: All customers may ask questions about advanced topics, and we will do our best to respond, but tickets about topics that are not explicitly covered by your support plan must be made public and will not qualify under the SLA’s defined in your support contract.
 Scheduled support meetings are at the discretion of Gluu Support. Meetings may be cancelled by Gluu Support at any time if there is not enough information to provide tactical guidance. Logs and additional information may be requested in lieu of meetings.
 Includes up to three hours of support calls specifically focused on configuring your clustered Gluu Server environment.
 All support issues are to be reported to Gluu and resolved with Gluu engineers via the Gluu Support portal.
 A minor issue is defined as an issue where the number of users impacted is small, there is a work around that can decrease the impact, or the issue is limited to look and feel.
 New development issues include application integration issues in a pre-production environment.