Support editions

Individual requirements demand individual solutions.

There are 4 different support editions available to you for Tine 2.0. You define the scope of support you wish by selecting your support edition.

Edition	Community	Basic	Business	Professional
SW Maintenance	x
Handling of Bugs	x
Ticket System	x
Telephon Support	x	x	*
Remote Support	x	x	x
Number of Supporttickets / year	0	0	7	15
Response time	x	x	4 hours*	1 hour*
Costs per year
Packet per 25 User	0 €	250 €	400 €	700 €
Packet per 100 User	0 €	950 €	1.520 €	2.660 €
Packet per 250 User	0 €	2.250 €	3.600 €	6.300 €
Packet per 1000 User	0 €	8.000 €	12.800 €	22.400 €
		send request	send request	send request

* only Prio Critical

Community Edition

There is no claim to support or guarantee. Support topics can be exchanged in the forum with other users. You organize your own updating of the software version. Error corrections are provided at irregular intervals for the current version of Tine 2.0.

Basic Edition

There is an extended claim to software support. Errors can be reported to Metaways. Metaways processes troubleshooting in accordance with its own prioritization. Software support is guaranteed within the scope of this edition for 2 years after release of a new software version. As soon as troubleshooting has been completed, this is provided to you, depending on availability, in the form of a certified packet.

Business Edition

The Business Edition enhances claims of the Software Edition with support during operation of Tine 2.0. Up to 7 tickets per year are included in this edition and can be reported to Metaways. The response time to such tickets amounts to a maximum of 4 hours. Special emergencies can be reported via a telephone hotline.

Professional Edition

In deviation to the claims acquired in the Business Edition, the Professional Edition reduces the response times of the tickets (15 tickets per year included) to one hour. Support via a telephone hotline and the potential for remote support are also included in this edition.

Remark:

A precondition for support are the Tine 2.0 packets provided by Metaways and a supported Linux distribution. The following Linux distributions are currently supported: