ICEfaces SLA Options

ICEfaces Service Level Agreement Options

The following summarizes the Service Level Agreement Terms for ICEfaces Standard, Premium and Premium Plus SLA levels.

Standard SLA Terms
# of Support Queries
25 with EE Standard (5 with EE Basic)
# of Supported Developers
1
# On-line Training Seats
Supported Application Servers
Tomcat, Jetty, JBoss, GlassFish
Supported Java EE Frameworks
JSF, Facelets
Support Interface
Email / Support Portal
Emergency Response Time*
24 Hr.
Response Time*
B1 – 1 Day
B2 – 2 Days
B3 – 7 Days
B4 – 15 Days
Cluster Support
Tomcat , JBoss (N/A with EE Basic)
Failover Support
N/A
Emergency Patches
N/A
Custom Builds
N/A
License Indemnification
N/A
Premium SLA Terms
# of Support Queries
50
# of Supported Developers
2
# On-line Training Seats
Supported Application Servers
Tomcat, Jetty, JBoss, GlassFish WebLogic, WebSphere
Supported Java EE Frameworks
JSF, Facelets, Hibernate, EJBs, CDI, Spring, Portals
Support Interface
Email / Support Portal / Phone
Emergency Response Time*
8 Hr.
Response Time*
B1 – 8 Hours
B2 – 1 Day
B3 – 5 Days
B4 – 10 Days
Cluster Support
Tomcat, JBoss, WebLogic, WebSphere
Failover Support
N/A
Emergency Patches
Yes
Custom Builds
N/A
License Indemnification
N/A
Premium + SLA Terms
# of Support Queries
Unlimited
# of Supported Developers
2
# On-line Training Seats
2
Supported Application Servers
Tomcat, Jetty, JBoss, GlassFish, WebLogic, WebSphere
Supported Java EE Frameworks
JSF, Facelets, Hibernate, EJBs, CDI, Spring, Portals
Support Interface
Email / Support Portal / Phone / Remote Desktop
Emergency Response Time*
4 Hr.
Response Time*
B1 – 4 Hours
B2 – 1 Day
B3 – 5 Days
B4 – 10 Days
Cluster Support
Tomcat, JBoss, WebLogic, WebSphere
Failover Support
Yes
Emergency Patches
Yes
Custom Builds
Yes
License Indemnification
Yes

 

*Commercial Support Hours:  Weekdays 8 AM – 7 PM EST.
A copy of the ICEsoft End User License Agreement terms and conditions can be found here.

Need More Information?

Fill out the form below to get in touch with our team of professionals.