EnglishSupport
Support services overview
Open source is a viable alternative to commercial products for substantially less money. With the help of our support team you can have peace of mind in the case of questions or incidents. We at Plug Tree are contributors to the Drools project and we know the underlying mechanisms and its common problems, installation issues and migration incompatibilities.
We support Drools 5 with all of its modules:
We offer web and phone based support channels in which you can open a ticket or browse our Drools knowledge base for self-service support.
- Expert
- Fusion
- Guvnor
- Flow
Types of support
Depending on your needs, we offer 2 support options: GOLD and PLATINUM. The following table describe both plans:
| GOLD | PLATINUM | |
|---|---|---|
| Hours of Coverage | Standard Business Hours | Standard Business Hours 24×7 for Severity 1 |
| Support Channel | Web | Web and Phone |
| Response Times | ||
| Severity 1 | 1 business hour | 1 hour |
| Severity 2 | 4 business hours | 2 business hours |
| Severity 3 | 1 business day | 6 business hours |
| Severity 4 | 2 business days | 1 business day |
You should choose PLATINUM only in mission critical environments. Both support offerings include development advice and an unlimited number of cases.
What we support
- Installation
- Usage
- Configuration
- Diagnosis
- Bug fixes
We advise on
- Application architecture
- Application design
- Best practices
- Tuning
- Application porting
- Technology preview features
Note: we only support the General Availability (GA) versions of Drools.
What we do not support
- Code development **
- System and network design.
- Implementation and development of security rules and policies
- Wholesale application debugging
- 3rd-party products
For more information about the support options and details, contact us.
** Of course, if you need it we can develop a new feature of Drools with the direction and vision of the community so your new feature will be supported in future versions.