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READY2USE Subscription

The advantages of open source software with the guaranteed assistance of a commercial solution.

Choose the Enterprise Open Source Solution to take advantage of our expertise and ensure the stability of your CMDBuild READY2USE instance.

With the Annual (*) Subscription you will get:
  • the pre-configured OVF appliance CMDBuild READY2USE,
  • the extended Manual,
  • the configured Self-service Portal,
  • the connector with OCS Inventory,
  • the connector with Active Directory,
  • the connector with VMware vCenter,
  • the connector with LLDP,
  • the APP Mobile,
  • help desk for solving issues about the Administration and Management Modules
  • bug fix in guaranteed time,
  • updated versions,
  • access to the services: support for start-up, advice and customization, training, (extra costs will incur).

(*) Customers who do not renew the Subscription can not continue to use the advanced features (Self-service Portal, connectors, app Mobile).

 

We provide different subscription typologies (Silver, Gold, Platinum), according to the levels of the granted services (SLA).

The main parameters of each service typology are described in the following table:

SERVICE
Silver
Gold
Platinum
Help Desk via email yes yes yes
Phone service no yes yes
Remote connection yes yes yes
Maximum response time "Ticket A" 3 working days 2 working days 4 working hours
Maximum resolution time for each "Ticket A" 5 working days 3 working days 4 working hours
Alerts for new software versions and upgrades scheduling 10 working days 6 working days 2 working days

 

The Subscription prices are still further differentiated according to the installation complexity. Tecnoteca includes two installation complexity levels:

INSTANCE
Base
Large
Users (IT operator that use CMDBuild) <=20 >20
Workflows <=6 >6
Connectors with external systems <=4 >4

The instance typology is the smallest one that satisfies all parameters.

Users are all who have a registered account in the table of system "User". Are not considered users those enabled to submit requests (ticket from the portal, by email, etc.) and not recorded in the "User" table

 

The service is provided by remote connection  and remote support (VPN, SSH, etc.). It will be provided in English during the working days from 9 a.m. to 6 p.m. (CET).

The service does not include evolutive maintenance activities (like external connectors or workflow or report configuration).
The Subscription service is applied on a single CMDBuild READY2USE production instance.

 

Customer assistance will be provided according to the following procedures.

1. Helpdesk

The Helpdesk takes care of issues / bugs sent to Technical Support through the Tecnoteca Ticketing System.

Tecnoteca staff also supports the Customer in solving doubts about how to configure and use the CMDBuild READY2USE application.

It is required that each Customer establishes a unique referent to perform and manage the alerts to the Ticketing System.

The tickets made must be accurate and detailed, always describing the reference environment, the problem detected and how to repeat the reported error. Should be enclosed in the ticket technical documentation, like possible error screenshots, server logs, database export, eventual XPDL workflow files, any report XML files, etc.

2. Remote Connection

The service delivery considers the remote connection of Tecnoteca’s technicians to the Customer's server for problem analysis, any configuration or software changes and problem solving; these operations are performed according to timescale defined by service levels.

The technical configuration of the remote connection must be compatible with the Customer's security requirements and the technical needs of the Technical Support.

3. Upgrade to new software versions

The service provides the upgrade of the production and testing systems used by the customer, on which the new releases of CMDBuild "core" and CMDBuild READY2USE standard configuration will be installed and configured.

Installations are performed according to timescale defined by service levels.

4. Taking charge the issue with email confirmation

Upon receipt of a new ticket, the Helpdesk will verify the presence of an active maintenance contract, will take charge of the request and will send a response email to the Customer within the timescale defined by service levels.

If applicable to the type of problem reported, the technician will also arrange a remote connection with the Customer’s server to retrieve useful information to diagnose the problem.

5. Type A Tickets (application configurations made by Tecnoteca)

Technical Support will analyze and evaluate the problem, will connect remotely for possible further investigations, send any descriptive communication of the solution found, correct the problem in the timescale defined by service levels.

If the problem is related to the "core" code of CMDBuild, will be classified as Type B. In case involving third party components, it will be classified as Type C, and in both cases an email will be sent to the Customer.

6. Type B Tickets (CMDBuild "core" functionalities)

The service includes taking charge of the issue by the "core" Technical Support, which, after verifying with all the parties involved, will consider the time for any solution to be communicated to the Customer.

When the problem is identified and is attributable to Tecnoteca, Tecnoteca will proceed to its solution.

CMDBuild "core" problems resolutions are made available at the first release after the alert.

7. Type C Tickets (Third Party Components)

In the event that the problem is not directly relevant to Tecnoteca, as it concerns components developed by third parties or other applications managed by the Customer interoperable with the CMDBuild READY2USE instance, an explanatory email will be sent to the Customer, which, in addition to the technical explanations, may contain a separate economic assessment for solving the problem or for activating appropriate workarounds.

General criteria for the services provision

In the assessment of the maintenance services it can be available a remote access to your CMDBuild READY2USE server (through SSH and HTTP protocols), configured in order to comply with your Company Safety Policy.

The activation of the services on order implies the availability of resources compliant to CMDBuild READY2USE needs (8 GB RAM, 120 GB least disk space for each instance), and the activation of two CMDBuild READY2USE instances addressed to the test and production use.

 

The maintenance service applies to the last official CMDBuild core release and to the configurations implemented by Tecnoteca and not modified by the Customer.

The Annual Subscription service does not include START-UP activities or custom system configuration or other custom developments that can be managed if you sign the Pay-Per-Use support.

 

Contact us for further information

Our services

We offer support services for the open source software CMDBuild, for the IT ASSET MANAGEMENT, and openMAINT, for the PROPERTY and FACILITY MANAGEMENT.

We design and develop web and mobile applications.

Tecnoteca srl

via L'Aquila 1/A - Tavagnacco UD - Italy
tel + 39 0432 689094
fax +39 0432 689572
email: tecnoteca@tecnoteca.com
PEC: tecnoteca@pec.it

Partita IVA 02166770301

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