Sphinx Enterprise Support Package Matrix
Per-Incident |
Gold |
Platinum |
Platinum Plus |
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| Support | ||||
|---|---|---|---|---|
| Support Hours | 24x7 | 8x5 | 24x7 | 24x7 |
| Response time | Scheduled | 24 hours | 12 hours | 6 hours |
| Web Issue Access & Logging |  |
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| Email Support |  |
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| Chat Support | |
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| Phone Support | |
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| Incident Count | 1 Incident | Unlimited | Unlimited | Unlimited |
| Consultation Services | ||||
| Performance Audit | |
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| Verified & Hot Bug Fixes | |
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| New feature development | |
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| Installation & Integration Consultation | |
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| Quarterly Health Check | |
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| Pricing | ||||
| Pricing | Incident Specific | 1,499.99 USD/server/yr | 2,499.99 USD/server/yr | Starting at 25,000.00+ USD/yr |
| Unlimited Servers | |
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| Symbol key: | | = Included | | = Optional, call us | | = N/A in this package |
How to Purchase
Contact us concerning the level of Enterprise Support you are considering or if you have any questions reguarding what level of support best aligns with your specific needs.
Terms, Explained
Support Hours: The timeframe with which one will be typically logging support incidents.
Response Time: The worst-case scenario timeframe from when a support questions is logged until one can expect a response.
Web Issue Access & Logging: The ability for the customer's support contacts to submit issues and track their individual progress directly in the internal Sphinx's ITS (issue tracking system; we currently use Eventum).
Email Support: Allows one to communicate Sphinx related issues and technical details directly to the Sphinx Support staff and for those exchanges to be tracked via the Sphinx ITS.
Chat Support: The ability to communicate issues directly to the Sphinx staff provided that there is a mutually agreeable time and accessible messaging service.
Phone Support: Access to the Sphinx Support/Development emergency phone line.
Incident Count: The number of incidents one company can log within the term of their agreement.
Performance Audit: A several-hour (typically 3 to 4 hours) review of the customers Sphinx based architecture with the deliverable being suggestions on how one might improve or streamline their performance.
Verified & Hot Bug Fixes: "Verified Bugs" are those that can be repeated locally by Sphinx engineers, on our own boxes. Once they are repeatable (aka "discovered") those bugs will be prioritized and a hot fix will be rolled out to the customer.
New Feature Development: It allows one to direct the Sphinx Development Team, in order to create a new feature or optimize existing functionality to their individual use-case. Time-frames of execution and the scopes of such projects are quoted on a case-by-case basis.
Installation & Integration Consultation: 8 hours of Consulting to perform a basic installation of the Sphinx Server and integration of Sphinx into ones application or database.
Quarterly Health Check: For the term of the agreement a quarterly 2-3 hour architecture/Sphinx review to insure the health of the customer's Sphinx installation.