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 openMAINT instance.

Thanks to the Annual Subscription you get the value of a professional support including the following benefits:
  • Certified and pre-configured Appliance (OVF standard),
  • Help Desk for resolution of issues related to the standard Data Management Module,
  • Bug fix with guaranteed SLA,
  • CMDBuild core platform update at each release,
  • Non-open source functionalities:
  • Access to the other Services: support for start-up, advice and customization activities, training (extra costs will incur).

The Annual Subscription service will be applied to a single production instance of openMAINT.

The Annual Subscription has a 12 months validity and can be then renewed annually; no automatic renewal is provided. Customers who do not renew the Subscription cannot continue to use the Advanced Features (Self-service Portal, Mobile APP).

The price is defined according to the Instance Complexity (Small, Medium, Large, Very Large) and the desired Service Level Agreement (Silver, Gold, Platinum) combining the two elements.

Instance complexity

The parameters used to value the complexity of a openMAINTinstance are as follows:

INSTANCE Small Medium Large Very Large Custom
Users * <=10 <=20 <=50 <=100 >100
Buildings / Units <=5 <=20 <=200 <=400 >400
Assets <=6000 <=24000 <=120000 <=250000 >250000
Workflows Standard ones Extra (to be implemented) <=2 Extra (to be implemented) <=5 Extra (to be implemented) <=10 Extra (to be implemented) >10
Connectors - <=2 <=5 <=10 >10
Cluster configuration No No Yes Yes Yes
Multitenant configuration** No <=5 <=15 <=30 >30

* 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.

**There is an additional cost for each configured tenant.

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

Service Level Agreement

The main features of each service level are described in the following table:

SERVICE Silver Gold Platinum
Helpdesk Ticketing System Yes Yes Yes
Phone support 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 10 working days 6 working days 2 working days


The cost of the Subscription is determined according to the required SLA level and the complexity of the instance.

Instance Complexity / SLA Small Medium Large Very Large
Silver Small/ Silver Medium/ Silver Large/ Silver Very Large/ Silver
Gold Small/ Gold Medium/ Gold Large/ Gold Very Large/ Gold
Platinum Small/ Platinum Medium/ Platinum Large/ Platinum Very Large/ Platinum


The Maintenance Service does not include custom activities for the system configuration (start-up activities) or other customization and developments, which are managed through the Support Packages.

The Maintenance Service covers the warranty resolution of standard code bugs related to the last released version and to all developments done by Tecnoteca technicians, while does not cover the resolution of any errors or problems on additional components (like reports, workflows, custom developments, etc.) configured independently by Customer's technicians or third-party personnel.

The service is provided by remote connection and remote support (VPN, SSH, etc.). It is provided in English during the working days from 9:00 to 13:00 and from 14:00 to 18:00 (CET/CEST).