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Crucial to the adoption of Apache as a critical
infrastructure component is the reassurance
that comes with enterprise-level support.
Covalent Commercial Support goes beyond
the availability of technical support engineers.
It includes a depth of knowledge about
Apache HTTP open-source
products and key add-on modules that is
unmatched in the industry. Having an unrivaled
team of ASF developers at Covalent puts
us in the best position of being able to
provide the requisite degree of support
for Apache HTTP. These
offerings are provided in three categories
for engagement at the appropriate level
of urgency, cost and scalability.
Covalent’s world-class support ensures that customers receive
the priority service needed for a quick resolution of technical problems
as they occur. The Covalent support team solves emergencies and dedicates
their attention to the customer's issues until they are resolved.
Covalent 's support team will also help customers identify and address
potential problems before they happen, minimizing the risk of downtime
of critical business applications. Additionally, our experts can help
save customers from expensive hardware purchases by helping to optimize
current IT infrastructures.
Covalent Enterprise Support is available in 3 different plans. From
an incident-based plan to complete 24x7
coverage, Covalent offers a plan that meets
the needs for responsive, world-class support
of Apache HTTP. All plans include access to Covalent’s
online Knowledge Base and FAQs, as well
as downloadable documentation. Each plan
differs in the degree of responsiveness,
the hours incidents can be reported, and
the support access mechanism (online and/or
phone).
| Support Plan |
Response Time |
Support Channel |
Contacts |
Incidents |
Hours of Operation |
| Platinum |
1 hour |
Online/Phone |
8 |
Unlimited |
24x7 |
| Gold |
4 hours |
Online/Phone |
4 |
Unlimited |
6:00-18:00, Mon-Fri |
| Silver |
1 business day |
Online |
1 |
10 |
6:00-18:00, Mon-Fri |
Platinum Support
Platinum (24x7) support is the obvious choice of enterprise customers with mission critical
applications, where any and all production issues must be addressed and corrected
quickly. With Platinum support you can rest assured that your web server infrastructure
is being supported by the foremost Apache and Tomcat experts in the world.
Gold Support
Gold (Business Hour) Support is intended for customers
requiring telephone and on-line support
for business applications without the
round-the-clock coverage supplied by
the Platinum Support program. Customers who choose
Gold Support will be able to
contact the Covalent Support organization
an unlimited number of times between
6:00 AM and 6:00 PM for the
life of the support agreement.
Silver Support
Silver (Online) support is our entry level plan,
designed for customers with relatively
few servers in a non-mission critical
environment. Silver Support is available
on-line only and is offered from 6:00
AM to 6:00 PM with a targeted
response time of 1 business day (usually
much less). The Silver Support plan is an
annual plan that permits customers to
submit 10 separate incidents during the
twelve months of coverage. Additional
incidents may be purchased at any time
during the term of the support agreement.
OEM Support
OEM support services are available. For additional
information, contact SpringSource sales at 650/425-3515 or via email at sales@springsource.com.
Please contact us at sales@springsource.com for
additional information and specific details
on support services from SpringSource.
Or, if you prefer to talk with us live about
our services, call us at 650/425-3515.
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Covalent Enterprise Ready Server is a very stable and well-supported solution for our mission-critical Web infrastructure requirements. Covalent ERS enables us to more effectively manage Apache and leverage its modular extensions such as FTP. The installation is fast and efficient, and set up and configuration is much simpler with the graphical interface.
