Product Knowledge Base

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What type of support is available?

We provide different types of support for users of Open Source Licenses and customers with Commercial Licenses.

If you require more detailed information or a quotation for a commercial license suited to your needs, just send us an e-mail to sales@sos-berlin.com.

 

Type of SupportCustomers with Commercial LicensesUsers with Open Source GPL Licenses

Platform Availability & Platform Support

 

Customers receive support from SOS GmbH and partners for build support, installation support and product maintenance

 

Users can ask for support from the community at the JobScheduler SourceForge Forum and JADE SourceForge Forum

Downloads and Documentation

 

Available

 

Available

Support Options

  • Overview of Support Options

  • Standard Support Option

    • Product Maintenance

    • Defect Support

    • Version Support

    • Support is transferable to new releases with new features

  • 24/7 Support Option

    • Includes Standard Support Option

    • 24/7 Support for critical incidents

  • Service Request Support Option

    • Provide answers to customer questions

    • Perform coaching on best practices

    • Advise on configuration issues

 

Available

 

Not available

Product Maintenance

Product maintenance is provided in the event of any functional issues occurring with JobScheduler. For details see Product Maintenance

  • Scope

    • Maintenance Releases are published as required

  • Service Levels

    • Response Times
       

    • Standard Service Hours





Maintenance Releases are publicly available

Production standstill: up to 1 hr.
Other issues: up to 12 hrs.

Mon-Fri 9am-4pm CET (UTC+1) resp. CEST (UTC+2) except for German public holidays

 

 



Maintenance Releases are publicly available

Not applicable


Not applicable

Version Support

Extension to Product Maintenance to prolong support up to approx. two years dating from the general availability of a specific release. For details see Version Support


Available on subscription


Not available

Support and Information Systems

  • Ticket System

     

  • Change Management System


  • Product Knowledge Base System


Ticket System of SOS GmbH or partners with individual service areas for bug reports, change requests and service requests.
 

Public access to Change Management System, Release Notes & Roadmap. Change Requests can also be made using our Trouble Ticket System.

Public access to Product Knowledge Base


Users can ask for community support via the JobScheduler SourceForge Ticket System and JADE SourceForge Ticket System. Feature Requests  can also be made

Public access to Change Management System, Release Notes & Roadmap



Public access to Product Knowledge Base

Start-up / Installation Support

We help you solve any issues you may have during installation


Users may Contact SOS or send an e-mail to: sales@sos-berlin.com


Users can ask for support from the community at the JobScheduler SourceForge Forum and JADE SourceForge Forum

Services

 

Available

 

Not available

Online Product Demo

A quick and comprehensive introduction to JobScheduler and JADE and their possible uses in your company

 

Users may Contact SOS or send an e-mail to: sales@sos-berlin.com

 

Not available

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