Support Subscriptions

With our professional support services, software developers get immediate and competent help to overcome any issues when building applications and systems using the POCO C++ Libraries and the POCO Platform. Support is provided directly by the developers of the POCO Platform, guaranteeing you the most competent response to your support requests.

We offer three different support levels — Gold, Silver and Bronze — as a subscription service. Support subscriptions can be purchased on a monthly or yearly basis.

Support Subscriptions Overview

Item	Gold	Silver	Bronze
Support Features
Max. Initial Response Time* (hours)	12	36	72
Supported Contact Persons**	6	2	1
Access to On-Line Discussion Forums
Access to Bug Tracking System
Support Services
E-Mail Support
Phone Support***
Remote Trouble Shooting
On-Site Trouble Shooting****
Expert Code Reviews*****
Yearly R&D Alignment Meeting
Software
Updates to New Releases
Emergency Hot-Fix and Custom Releases

* Support requests will be acknowledged within the maximum time listed, although actual response time may be faster. This does not include the total time required to resolve the request.
** Names and e-mail addresses of contact persons must be stated upfront.
*** 09:00 to 16:00, Central European Time.
**** Up to 5 days a year. Travel costs to be billed separately.
***** Up to 16 hours a year.

Benefits and Features

• Expert Support
  Get support directly from the developers of the POCO Platform.
• Guaranteed Response Time
  Your requests will be answered within a guaranteed time frame.
• Access to On-Line Discussion Forums
  Get access to our on-line discussion forums, which are available to subscribers of our support programs only.
• Access to Bug Tracking System
  Get access to our internal bug tracking system. Report issues and see the status of open issues.
• E-Mail Support
• Phone Support
• Remote Trouble Shooting
  One of our experts will use remote access facilities (VPN, SSH, Desktop Sharing, etc.) to your site to solve an issue that cannot be solved via phone or e-mail alone.
• On-Site Trouble Shooting
  Have one of our experts on your site to solve an issue.
• Expert Code Reviews
  Have one of our experts review your code to ensure you get the best results out of the POCO Platform.
• Yearly R&D Alignment Meeting
  Discuss your needs and requirements with our developers, discuss our development roadmap with us, and have an immediate influence into the features of our future products and releases. The meeting can be held online, at your site, or at our site.
• Updates to New Releases
  Receive regular software updates to all your licensed products.
• Emergency Hot-Fix and Custom Releases
  Receive custom-built releases with emergency bug fixes or new features.
• Non Disclosure Agreement
  As part of a support subscription, you can have us sign a Non Disclosure Agreement.

In addition to the standard support subscriptions, we also offer individual support agreements, as well as services such as developer training, porting to a new platform or implementation of customer-specific functionality.

Please contact us to discuss the details.