Support SLA ecc

Virtuoso Universal Server
1

Hello,

we are currently evaluating the support and maintenance options available for OpenLink Virtuoso Enterprise, and we would like to better understand the differences between the following service levels:

  • Bronze Maintenance
  • Platinum Support Package
  • Professional Services team

In particular, could you please clarify the support model and the Service Level Agreements (SLAs) associated with each option?

We would appreciate details on the following points:

  1. Support coverage and availability
  • What are the support hours for each service level (e.g. business hours, 24x7)?
  • Are weekends and public holidays included?
  • Is 24x7 support available for production-critical incidents?
  1. Incident severity and SLA
  • Which severity/priority levels are defined (e.g. Critical, High, Medium, Low or Severity 1–4)?
  • What is the guaranteed initial response time for each severity level?
  • Are there also guaranteed resolution or restoration/workaround times, or does the SLA only cover the initial response?
  • For critical production incidents, is continuous support provided until service is restored?
  1. Type of technical intervention
  • Is technical support normally provided remotely?
  • Can OpenLink engineers directly connect to the customer’s environment for troubleshooting, subject to the customer’s security policies?
  • Is on-site support available if remote troubleshooting is not sufficient?
  • If on-site intervention is available, is it included in any support package or provided as an additional Professional Services engagement?
  1. Scope of support
  • Does the service include troubleshooting of Virtuoso Enterprise installation, configuration, clustering, replication, high availability and performance issues?
  • Does it include analysis of logs, configuration files and database issues?
  • Are configuration reviews, performance tuning and architecture recommendations included, or are these activities considered Professional Services?
  1. Escalation process
  • Is there a formal escalation process for Severity 1 / production-down incidents?
  • Is an OpenLink support engineer assigned to the case?
  • Is there an option to involve senior engineering or the Virtuoso development team when required?
  1. Differences between the service levels
  • What are the main differences between Bronze Maintenance and the Platinum Support Package in terms of SLA, availability and technical assistance?
  • When would OpenLink recommend engaging the Professional Services team instead of opening a standard support ticket?
  1. Production HA environments
    We are particularly interested in understanding the recommended support model for a production Virtuoso Enterprise deployment on two RHEL 9 servers, configured with high availability/replication (for example, a primary/secondary or equivalent supported architecture).In the event of a critical issue affecting the production service, we would like to understand what level of intervention OpenLink can guarantee and whether troubleshooting and recovery assistance would be handled remotely or could also involve direct/on-site support.

If available, could you also point us to the official documentation describing the SLAs, severity definitions, response times and scope of services for these three options?

Thank you in advance for your clarification.