Productizers are companies that use the Gluu Server as a component of their product offering or have many functional Gluu Server environments. An example would be a hosting company who manages single tenant Gluu Server instances on behalf of customers. If you’re only using one functional Gluu Server instance, you are not a productizer.
 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.
 Gluu Gateway is licensed under the Stepped-Up Gluu Support License, which means the person using the software must be associated with an organization that has an active Gluu support subscription which is one tier above the contract the organization would normally qualify for based on annual revenues, unless the support contract is already at the Enterprise level.
 All support issues are to be reported and resolved via the Gluu support portal. Gluu will evaluate and respond to new issues within the time frames set forth in the Support Response Times matrix. Response times start the moment a named contact from the customer organization reports a problem on Gluu support.
 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.
 Gluu offers its support services at a range of prices starting at free. In order to continue to fund development of this extremely complex and sophisticated software, we need the larger organizations who rely on it to pay proportionate to their ability.
 Gluu uses D&B to check customer annual revenues. Annual revenue qualification does not apply to government or higher education customers.