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. This is a one-time offering to be used within the first three months of your support contract.
 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.
 Annual revenue qualification does not apply to government or higher education customers.