If you are not sure, which SLA plan might fit your needs best, take a look at this selection of different scenarios with corresponding pricings.
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.