Open Rate open source rating and mediation

End User Level 2 support offers:

• All of the items included in level 1, plus:
• Support to developer teams about development matters relating to the modification or extension of the software
• General clarifications about the internal architecture and structure of OpenRate
• Critical Defects can be notified by email, Instant Messenger or Telephone
• Limited to 40 support calls per year

 
Response times:

• Critical Defects: 1 Day
• Other Severities: 2 Days

Fix/workaround times:

• Critical Defects: 1 Day
• Severe Defects: 2 Days
• Medium Defects: 2 Weeks
• Minor Defects: 1 Month

Consulting Hours:

• This support level offers 50 consulting hours as part of the plan.