Support Overview

SpringSource offers enterprise support packages in the form of  annual subscriptions that help you get the most out of enterprise products from SpringSource, as well as support for a number of open source projects. Support is provided from the actual people who conceived Spring and from the experts who are the core committers for Groovy and Grails and for technologies from the Apache Software Foundation, such as Apache Tomcat.

As part of SpringSource’s Support Program, customers receive technical assistance, updates and patches to the open source software, and access to our rich online content for the supported open source projects. 

SpringSource enterprise product support is available for:

SpringSource’s official support and maintenance policies are  available for viewing around 1) service level agreements (SLAs); 2) escalation of support, cataloging of problems, proactive customer notification; 3) product maintenance; and 4) product end of life.  The maintenance policy for SpringSource Enterprise can be viewed here.

SpringSource provides support for additional open source projects including:

SpringSource's open source project support policy can be viewed here.  An overview of how SpringSource works with the open source community in developing, releasing and fixing software projects is provided here.

SpringSource Support Offerings

Support plans are available with 3 different support levels from developer support to complete 24x7 support. All plans include access to our online knowledge base and FAQs, as well as downloadable documentation.  

Platinum Support:  Geared towards enterprise customers who have a requirement for “round the clock” support. This plan provides customers with aggressive SLAs and 24 x 7 x 365 coverage, the Platinum support plan is ideal for mission-critical applications and large enterprises.  Support incidents may be reported via phone or the online support console.

Gold Support: A scaled down version of Platinum support for those customers whose need for responsiveness is not on a 7 x 24 x 365 basis.  Gold support works well for departmental applications and small to mid-sized companies.  Support incidents may be logged by the customer via SpringSource’s online console or by phone.  

Developer Support: Available to companies who would like to have assistance during the development phase of an application(s).  SpringSource support will provide “best practice” guidance on the use of Spring, Groovy/Grails or Apache technologies.  Developer support is made available on a per named contact basis.  Incidents may be reported via phone or the online support console.

 
Support Level
Severity Level 1 Committments
Hours of Operation/Method
Response Workaround Permanent Correction

Platinum

 		 1 Hour 72 Hours Next Release 24 x 7 x 365; Phone or Web

Gold

 		 4 Hours 72 Hours Next Release 6am - 6pm local time; Phone or Web

Developer
 		 1 Business Day None Next Release  6am - 6pm local time; Phone or Web

For Further Information:

Please contact us via our website, email at insidesales@springsource.com, telephone at +1 800-444-1935 or contact your local  SpringSource worldwide office for full details or to get a quote on the various support packages that are available.