Commercial Support Plans for C&P Software
To discuss your specific needs and requirements, or to get a quote, please call +1 888 235-8038 or email sales@clarkparsia.com. We offer commercial technical support offerings for our product offerings, both closed and open source, including Pellet.
Our experience with semantic technologies means that we’re able to quickly and accurately answer technical inquiries, provide support, design custom solutions, etc. We offer three levels of support:
Support Plans
| Level 1 | Level 2 | Level 3 | |
| Coverage | 9-5, M-F | 9-5, M-F | 9-5, M-F |
| Max Response Time | 8 hrs | 8 hrs | 4 hrs |
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| Pellet | |
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| Pelorus | |
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| HotPlanner | |
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| Protege4 | |
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| Custom App Support | |
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| Priority Bug Fixes | |
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| Term of Coverage | 1 Year | 1 Year | 1 Year |
| Minimum Support Hours | 50 | 100 | 200 |
Definitions of Support Terms
- Technical Support: Provides customers with extra sources for evaluating, diagnosing and solving technical issues. Technical support does not include custom application development or training. Although we work to resolve every support issue quickly and without custom work, there are situations that may require customization, which must be negotiated separately from any existing support contracts.
- via Email : Clark & Parsia LLC provides technical support through use of an email service that includes an automated tracking system, available via the web.
- via Voice: Support customers can access technical support representatives via a toll call with the appropriate package level.
- Custom App Support: Any application not on the list of Supported Applications, including locally modified versions of the Supported Applications themselves as well as locally developed applications.
- Priority Bug Fixes: Clark & Parsia LLC’s future maintenance and development efforts give higher priority to issues of importance to our Level 3 support clients, and may include early access to unreleased bug fixes at C&P’s sole discretion.
- Max Response Time: The average amount of time before we initiate communications, over a recognized support channel, in response to a support request.
- SCM Access: Provides pre-release access to components and systems.
Terms and Conditions
- Payment for all support offerings must be made in advance.
- Individual package offerings cannot be unbundled.
- If access to the supported system is required, customers agree to provide support personnel with access to the supported system via SSH or some other mutually agreeable mechanism.
- Customers may upgrade support agreements to higher levels within thirty (30) calendar days of purchase with the full purchase price credited to the higher priced offering. Support programs may not be downgraded.
- Support package are not transferable and not refundable.
