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Crucial to the adoption of Apache Geronimo as
a critical J2EE application server is the
reassurance that comes with enterprise-level
support. Covalent Enterprise Support goes
beyond the availability of technical support
engineers. It includes a depth of knowledge
about the Apache Geronimo application server
and additional complementary technologies that
is unmatched in the industry. Having an unrivaled
team of Apache developers at Covalent puts
us in the best position of being able to provide
the requisite degree of support for Apache
Geronimo. These offerings are provided in two
categories for engagement at the appropriate
stage in your Web services deployment life
cycle.
Covalent Support programs include:
product updates, security patches, and technical support
all for a single price.
Covalent Product Updates
The Covalent maintenance program, included
with each Support Plan, provides customers
with all minor and major updates and
security patches to Apache Geronimo
software builds for the term of the Support
plan.
Covalent Technical Support
Covalent Enterprise Support is available
in 2 different plans. From online to
complete business hour production level
support, Covalent offers a plan that
meets the needs for responsive, world-class
support of Covalent's Apache Geronimo
products. All plans include access to Covalent’s online
Knowledge Base and FAQs, as well as
downloadable Best Practices 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.
