support
Hippo support gives you peace of mind when deploying Hippo CMS or Jetspeed Portal in business critical environments. We work hard to improve the software and bring patches, updates and new releases on a regular basis. Our support model is based on yearly subscriptions and consists of three support streams: silver, gold and platinum. The Hippo support license includes:
- Guaranteed response times for technical support
- New versions, patches, updates and back ports
- Service levels up to 24 x 7 for high availability production systems
- Road map alignment
- Indemnification and liability
- Certified stacks
On top of the Hippo support subscription you can purchase additional Hippo service offerings like:
- Developer Assistance and Consulting
- Systems Support
Response times
|
Silver |
Gold |
Platinum |
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|
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|
severity |
response |
severity |
response |
severity |
response |
|
1 |
Next business day |
1 |
4 business hours |
1 |
24 x 7 | 2 hours |
|
2 |
2 business days |
2 |
4 business hours |
2 |
2 business hours |
|
3 |
2 business days |
3 |
Next business day |
3 |
2 business hours |