logate.com

Subscription

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. 

Pricing Model

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

Critical

A problem where production software is not functioning and no procedural workaround is immediately available. You have had a substantial loss of service and the software problem is affecting a lot of users. Production data is at significant risk of loss or corruption.  Your business operations have been severely disrupted or halted. This severity level may not be used in the case of a new installation, test platform, or where there are no production users on the system.

High

A problem where production software functionality is severely reduced. The situation is causing a high impact to your business operations, but still, operations can continue in restricted manner and if not handled in timely manner, long-term continuity might be affected. There is no reasonable procedural workaround available.

Medium

A problem that involves minor loss of functionality of the software for production purposes. There is a low impact on your business, but your business continues to function. There is a procedural workaround available.

Low

A general configuration or use question, report of a bug, report of a documentation error, or enhancement requests. There is no impact on your business operations. The performance or functionality of your software is not affected.

Subscription plans

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

 yes yes yes
Enhancements and additional functionality

Software minor upgrades and updates

 - yes yes
Software bug and security fixes - yes yes
Optional product add-on packages - - yes
Technical Support
Access to knowledge base - yes yes
Hours of coverage - Standard
business hours

Standard
business hours

24×7 
for Critical and High severity
Support channel n/a customer portal, phone customer portal, phone
Response time per severity:
Critical - 1 business hour 1 hour
High -

4 business hours

 2 hours
Medium - 1 business day 4 business hours 
Low - 2 business days 8 business hours 

 

Support Links