SAMBA+ SLA Support-Budget

SAMBA+ from SerNet is the leading distribution of open source Samba and customers world wide rely on perfomance and availablity of the software itself and related services.

SerNet offers support for SAMBA+: worldwide and around the clock - with the additional option of a flat rate support prize per year instead of hourly billing to cover all work regarding SAMBA+. Our service level agreements (SLA) are defined with the service level indicators (SLI) "response time" and "solution time" and can be procured with three different service level objectives (SLO):

• Level 1: Response time 8 hours and solution time 48 hours ($10,000)
  
• Level 2: Response time 6 hours and solution time 36 hours ($20,000)
• Level 3: Response time 4 hours and solution time 24 hours ($30,000)

These options do not include the performed work that can either be paid by the hour in pre-paid budgets or as a flat rate prize that covers all performed work. You may combine your SLO from above with these options:

• Option 1:   40 hours support   ($7,200)
• Option 2:   80 hours support ($14,000)
• Option 3: 120 hours support ($20,400)
• Option 4: 160 hours support ($26,400)
• Option 5: flat rate support     ($48,000)

What is supported?
Covered services include support for installation, configuration, maintenance, updates and upgrades for SAMBA+, including SAMBA+ AIX. Services are provided remotely by email, phone, or video conferencing.
Not included are consulting services, software development and other services not listed above. SerNet may reject support requests for software products and services that are not provided by SerNet.

How do I get support?
After procurement of the support budget in this shop you will receive an email with your project number within an hour. Support requests including your product number in the subject have to be send via email. Please provide us with your telephone number and how you can be reached in the best way. In urgent cases you can call us directly. All work is performed from remote and is communicated via mail or phone. Support requests can be placed via mail at any time.

What is the benefit?
Buying the support budget via this shop has the main advantage that you can start working immediately after the purchase. The contract will become effective immediately and you will receive an email from us within an hour with information on how to request the services. If you (or your purchasing department) can accept our general terms and conditions, you may not need to go through lengthy contract negotiations.

Do I receive monthly statements about my budget status?
The SLA support budget is paid yearly and valid for one year after procurement. If you send a support request, you will receive a complete statement of your budget at the beginning of the following month with detailled information of your support requests and consumed hours. After the support budget is consumed completely or after the one year project time you will receive a final budget timetable report.

Unused hours of the budget will expire without notification and without compensation or reimbursement at the end of this SLA support budget. The following Terms & Conditions apply: https://samba.plus/tcsamba-sla-sernet-inc.