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Example of a Service Level Agreement for large projects or enterprises

Includes non priority bug fixing service free of charge for up to 9 public or internal extensions, priority bug fixing for a reduced hourly rate and a guaranteed qualified response time of 8 hours 24/7.

3000€/mth

24/7 Support - 8h response time

Monthly or yearly fees have to be paid in advance.
Prices are exclusive of any applicable VAT.

Public Extensions

Non priority bug fixing - 9 extensions free of charge

9 public extensions of your choice
From our pool of Coders.Care approved public extensions you name up to 9 extensions you want to be included free of charge. Usage is limited to 3 sites with up to 4 stages from development to live. The overall number of public and internal extensions for non priority fixing must not exceed 9.
Coders.Care approved extension pool
We have contracts with many leading extension developers so it is quite likely that your extension will be on our list. Should it be missing, we might still approve it after some basic quality checks of our QA team. Or you might ask the developer to join our team.

Priority bug fixing - 80€ / h

Any public extension of your choice
From your pool of public extensions you name those you want to be included in the contract. Usage is limited to 3 sites with up to 4 stages from development to live. Still those extensions have to be approved by our QA team first to make sure that they meet certain minimum requirements regarding CGL and code quality, i.e. they have to be compatible to an actively supported TYPO3 version.
Upgrade and refactoring service
In case your extensions do not fulfill the minimum requirements, we can offer you a one time refactoring service to qualify these extensions for SLA priority bug fixing.

Features, Changes, Upgrades and Refactoring - 80€ / h

Any public extension of your choice
From your pool of public extensions you name those you want to be included in the contract. Usage is limited to 3 sites with up to 4 stages from development to live. Still those extensions have to be approved by our QA team first to make sure that they meet certain minimum requirements regarding CGL and code quality, i.e. they have to be compatible to an actively supported TYPO3 version.
Upgrade and refactoring service
In case your extensions do not fulfill the minimum requirements, we can offer you a one time refactoring service to qualify these extensions for SLA priority bug fixing.

Internal Extensions

Non priority bug fixing - 9 extensions free of charge

9 internal extensions of your choice
From your pool of internal extensions you name up to 9 extensions you want to be included free of charge. Usage is limited to 3 sites with up to 4 stages from development to live. The overall number of public and internal extensions for non priority fixing must not exceed 9.
Upgrade and refactoring service
In case your extensions do not fulfill the minimum requirements, we can offer you a one time refactoring service to qualify these extensions for SLA priority bug fixing.

Priority bug fixing - 90€ / h

Any internal extension of your choice
From your pool of internal extensions you name those you want to be included in the contract. Usage is limited to 3 sites with up to 4 stages from development to live. Still those extensions have to be approved by our QA team first to make sure that they meet certain minimum requirements regarding CGL and code quality, i.e. they have to be compatible to an actively supported TYPO3 version.
Upgrade and refactoring service
In case your extensions do not fulfill the minimum requirements, we can offer you a one time refactoring service to qualify these extensions for SLA priority bug fixing.

Features, Changes, Upgrades and Refactoring - 90€ / h

Any internal extension of your choice
From your pool of internal extensions you name those you want to be included in the contract. Usage is limited to 3 sites with up to 4 stages from development to live. Still those extensions have to be approved by our QA team first to make sure that they meet certain minimum requirements regarding CGL and code quality, i.e. they have to be compatible to an actively supported TYPO3 version.
Upgrade and refactoring service
In case your extensions do not fulfill the minimum requirements, we can offer you a one time refactoring service to qualify these extensions for SLA priority bug fixing.

Frequently asked questions

What is qualified response time?

Get a response within the guaranteed time frame

You can file a bug report with our dedicated ticket system and as soon as you send it you will get a response within the guaranteed time frame.

Our response team will check your problem and file a report
Our response team will login to the affected system, check the reasons for the buggy behaviour and file a detailed bug report for our bug fixing team. Logins to affected systems are mandatory.
Can I get additional support?
Just in case that the bug you discovered was based on misconfiguration or other user related problems, you can get additional support. Depending on your contract, this will be free of charge up to a limited amount of cases per month.

What makes an extension public or internal?

Your extensions must be GPL compatible
In any case your extensions must be compatible to GPL version 2 or higher, because otherwise they would break the conditions of the TYPO3 license. So we can support GPL compatible public or internal extensions only. Still you are not forced to publish any of your extensions neither will we publish any without permission.
Public extensions are freely available for download
According to the TYPO3 motto "Inspring people to share" we highly appreciate extensions that are available for public download, either from the TYPO3 extension repository or from any other publicly available resource. This is why hourly rates for public extensions are lower than those for internal ones.
Internal extensions are used behind closed doors
While there are many extensions available for public download, there are still some reasons that might have prevented you from publishing your extensions yet. Since sharing code with a worldwide user base makes it easier to find and fix bugs, hourly rates for internal extensions are higher than those for public ones.

What is a bug?

A feature that is already implemented but does not work as expected
To qualify for bug fixing the affected extension must already have that particular feature implemented, still it does not work as expected. Bugs do not include misconfiguration or wrong usage of implemented features.
Missing features or change requests don't qualify for bug fixing
When a feature has not been implemented yet or it is working as expected but should be working differently in upcoming versions of the extension, this does not qualify the extension for bug fixing.

Priority vs. non priority bug fixing?

Non priority bug fixing will be done as soon as possible
Non priority bug fixing will be done by any of our coders within an acceptable time frame but without a certain deadline. So when you need immediate help in case of emergency, you should go for priority bug fixing instead.
Priority bug fixing will be done immediately
Priority bug fixing will be done immediately by our top coders and we will give you a deadline and an estimated number of  hours for the fix. Still even those fixes will take a certain amount of time to be done.