Developer Support

The ManageCat Developer support subscription allows the use of open source infrastructure products in non-production (such as development, test, QA and staging) runtime environments.

With ManageCat Developer support subscription, you are able to access our senior open source technology experts who can help you to resolve design issues, configure and optimize the product setup, and diagnose configuration issues. Our senior technical architects are ready to help to prepare your company open source strategy and apply it to your current/future projects.

ManageCat Developer Support

MANAGECAT will provide access to a ticketing system and email address, which will be available ten (10) hours per five (5) business days per week. The email account will be maintained by qualified open source technical support specialists, who shall use commercially reasonable efforts to answer questions and resolve problems regarding the open source infrastructure products. For the Severity-1 and Severity-2 level issues, there also exist a telephone line to initiate the initial request. Please see below SLA and Service Hours.

Developer support service:

Advises proper configuration of related open source product.
Provides technical support.
Provides project development/architectural design support.
Helps to define your company long term open source strategy.
Determines the development based problem and identifying solutions.
Optimizes your development process.
Includes weekely online meetings.
Includes unlimited questions (Maximum of 4 open support tickets at any time)

	Developer Support
*Support Features*
Knowlegdebase Portal	√
ManageCat Admin Platform	√
Service Hours	10 hours per week
Number of Incidents	Unlimited
Web Based Support	√
Bug Fix Priority	√
Bug Tracking	√
Phone and IM Support	√
Max Response Time	See Below
Price	Contact Sales

SLA and Service Hours
“Response Time” goals are provided as typical initial response times to support requests. MANAGECAT will use commercially reasonable
efforts to meet response time goals. Response time goals in no way create a legal requirement or obligation for MANAGECAT to provide
always such response in the stated time.

Response Times
Response times to the opened tickets are calculated according to the severity levels of the problem:

Severtiy-1: Very critical, 2-8 hours
Severtiy-2: Critical, 8-12 hours
Severity-3: Normal, 1 days
Severity-4: Informational, 2 days

Case Resolution
When Support Contact wishes to engage MANAGECAT developer support, Support Contact will contact MANAGECAT developer support using the MANAGECAT customer portal.