Support Subscriptions

Professional support for commercial customers, with guaranteed response times and provided directly by the developers of the Applied Informatics C++ Libraries and Tools.

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

Choose between three different support levels — Gold, Silver and Bronze — as a subscription service on a yearly basis.

Support Subscriptions Overview

Item	Gold	Silver	Bronze
Support Features
Max. Initial Response Time* (working days)	1	2	3
Supported Contact Persons**	8	2	1
Contact Time Limit (hours per month)	12	5	1
Access to Bug Tracking System
Support Services
E-Mail Support
Phone Support***
Remote Trouble Shooting
On-Site Trouble Shooting****
Custom Performance Tuning
Expert Code Reviews*****
Yearly R&D Alignment Meeting
Software Maintenance
Emergency Hot-Fix Releases
Custom Releases

* Support requests sent via e-mail 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 Applied Informatics C++ libraries and tools.
• Guaranteed Response Time
  Your requests will be answered within a guaranteed time frame.
• Access to Bug Tracking System
  Get access to our internal bug tracking system. Report issues and see the status of open issues.
• Contact Time
  Contact time is limited to the given number of hours per month. (Normally we do not keep track of contact time and we have never had to cut anybody off. This is only to set clear expectations and to prevent abuse.)
• E-Mail Support
• Phone Support
  Talk to one of our developers on the phone to discuss an urgent issue.
• 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.
• Custom Performance Tuning
  A developer from Applied Informatics will analyze the use of the Applied Informatics C++ libraries and tools in your application and help you improve its performance, by either making changes to the libraries, or suggesting ways to improve the use of the libraries in your application.
• Expert Code Reviews
  Have one of our experts review your code to ensure you get the best results out of our C++ libraries and tools.
• 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, new or customer-specific features.
• Non Disclosure Agreement
  As part of a support subscription, any communication will of course be treated as strictly confidential. Additionally, you can have us sign a Non Disclosure Agreement.