Support Levels

Support contracts are provided in the following levels:

Services Entry Level Standard Level Premium Level
Platform updates in the next minor versions - tick tick
Module updates in the next minor versions tick tick tick
Bug reporting (bugs) tick tick tick
Support issue request by email (except bugs) such as questions, instructions, etc. with email or callback response - tick tick
Telephone support - - tick
Custom development tick tick tick
Support system access - tick tick
Maximum issue pickup time - End of next business day Next 4 business hours
Minimum issue solution time - 3 business days 1 business day
Maximum issue solution time - After consultation After consultation
High priority - - tick

Platform and Module Updates

All Citron2CMS components (platform and modules) are defined by four (4) distinct numbers in the form of “w.x.y.z” or, for example, “5.1.2.10”, where:
  • the first number represents the major version of the plaform
  • the second number represents the minor version of the platform
  • the third number represents the module version number
  • the fourth number represents the module update number

The first pair of numbers refers to the platform where as the second pair is module specific. If, for example, the News module is at version 5.1.3.2, for this particular module, its version is 3, with 2 updates issued and it’s compatible with Citron2CMS platform v5.1.
In all active support levels, the customer receives free updates within the same major version for the platform and/or for all purchased modules. Major versions have a three (3) year typical life cycle. The update from one Major version to the next (e.g. from v4.x to v5.0) is offered with a 50% discount on the license costs PLUS the cost of any services needed for the data migration from the older version to the newer, based on project complexity.

Bug Fixing

The word “bug” (for our purposes) is defined as an “unexpected operation”. A typical example of a “bug” is an error message informing the user of a software failure while using the software. Additonally, as a “bug” we can define an erroneous behavior. An example of such behavior is the erroneous computation of the value of the basket items, or the tax in an eCommerce site (eshop). A “bug” is NOT something like “it seems to me that the products should be displayed this way as opposed to that way”.

Email Support with Email or Phone Callback Response

All bug reports or support requests must be posted to the support system or sent by email to the support department ([email protected]). After the issue is examined and based on the customer’s support level, the support department will respond accordingly by email. If further clarification is needed, the support personnel might callback the customer instead of email him. Support issues cannot be logged through the telephone.

Telephone Support (only for Premium Level)

Customers on Premium Level support may contact Altanet by telephone for support that is directly related to the Altanet product in question. For example, no questions will be answered concering matters such as Operating System, Browser, or ERP use that the customer may have installed at his premises.

New Features Request

All customers with a support contract may request a quote for new and/or additional features to their project, an update to a newer system version or any other request to expand the project. Customers that do not have an active support contract may use the retroactive support activation (explained later in this document) in order to be eligible for such a request.

Response Time

«Response Time» is the time between the receipt of a support request and the time that a support engineer will evaluate the request. The “response time” should not be confused with the “solution time” since there is no way our engineers can know the complexity of the issue in advance, even more about its solution.

Minimum Issue and Maximum Issue Solution Time

“Minimum Solution Time” is the least time the customer will wait for a solution to his issue and NOT the maximum possible. The maximum issue solution time can only be given after careful consultation of each specific request.

High Priority

Customers which chose the Premium Level support contract are entitled to a «High Priority» status in solving their problems and/or answering their questions or requests.

Support Activation After Project Acceptance

If a project is finished before August 31st of any calendar year, the support contract period and its cost will be prorated to the December 31st of the current year. For example, if the support period starts on May 1st, the customer will be charged for the 8/12 of the annual cost, until 31/12. When support starts after September 1st, the customer will be charged until the end of the following year, a maximum of 16 months. For example, if support starts November 1st, the customer will be charged 14/12 of the fee, twelve whole months plus two months of the current year.

Retroactive Support Activation

For customers who chose to activate a support package or for those customers who did not renew their existing support package on time, a retroactive renewal is possible. However, the start date of the support period will always be January 1st and the end date will be December 31st of each calendar year.

Support Cost Calculation & Recalculation

The support contract annual cost is formulated based either on a percentage of the licence costs or a percentage of the whole project (development) cost, including the license costs, depending on the support level chosen by the customer.

The annual support cost gets recalculated each time a new module is added, which means the cost of the total licenses rises, or more custom work and services are required, adding to the total project cost (only for Standard and Premium levels). Although Altanet reserves the right to change the license prices and/or the services prices, it will never do so without informing the customer by December 15th of each year.

Customer Requriements

The customer must designate a project manager or an admistrator who will be responsible for all communication with Altanet for issues such as (but not limited to) bug reports, issue requests, support requests, new services requirements, project time frames, invoices, payments, price quotations, etc. Although the administrator needs not be a “technical” person, some technical knowledge may be useful.