The purchase of subscription plans enables you to deploy Logate products with the right amount of confidence. Most importantly the subscription benefits include access to Logate's bullet-proofed enterprise software. There are no client access licenses. The subscription service includes technical support with no number-of-tickets limits. You get access to any major, minor or bug fix releases introduced during the subscription period at no additional cost. We are using your feedback to improve and make our subscription plans more suitable in respect to your needs.
Logate products are provided on a per-installation-per-cpu-pair subscription basis. You must maintain a subscription for every installation of Logate software being used in your production environment with accurate number of CPU sockets all the time during the subscription period. Subscriptions are purchased on an annual basis. After subscription expires you can still use the software, but your account is limited to Free Subscription Plan benefits.
Scope of Coverage
We are providing technical support services on all submitted tickets regarding installation, configuration, usage, diagnostics, bug reports and fixes. But, we are not supporting following topics: development or code scripting, system and network design, security rules and policies, remote or on-site access to your system. We are covering before mentioned topics as part of separate agreement on professional services. All submitted tickets are processed within predefined SLA time-frame window in respect to severity level. We are located in GMT+1 time zone. Business days exclude weekends and official country holidays. Standard business hours are from 08 to 16h.
Severity Level Definitions
|Plan Features||Free Plan||Standard Plan||Premium Plan|
|Latest major software release (QA tested)||yes||yes||yes|
|Access to Command Reference and GUI help, Instructions, Specifications, QA tests||yes||yes||yes|
|Access to How To Articles and Basic Tutorials||yes||yes||yes|
Ask a general question
|Enhancements and additional functionality|
Software minor upgrades and updates
|Software bug and security fixes||-||yes||yes|
|Optional product add-on packages||-||-||yes|
|Access to knowledge base||-||yes||yes|
|Hours of coverage||-||Standard
|Support channel||n/a||customer portal, phone||customer portal, phone|
|Response time per severity:|
|Critical||-||1 business hour||1 hour|
4 business hours
|Medium||-||1 business day||4 business hours|
|Low||-||2 business days||8 business hours|