Support
Qafoo offers you technical support for all open source tools developed by one of our members. Of course, our projects will stay 100% open source and free for you and we will continue to develop these projects as we always did. But with our expert support, you can make sure to always have us available for questions and bug fixes, whenever you need us. Support for the following tools is provided by Qafoo:
Arbit - next generation project tracking
phpUnderControl - continuous integration for PHP
PHP_Depend - static PHP code analysis
PHPMD - code analysis reporting engine
Zeta Components - high quality PHP 5 components
We also offer individual trainings to make your crew fit for high-quality software development.
Qafoo basically offers you two types of services that we count in support:
Technical support
Sponsored OSS development
Technical support
With Qafoo technical support, you are on the safe side, whenever you experience technical difficulties with one of our projects, that found their place into your quality infrastructure. In order to satisfy your individual needs, Qafoo offers two different basic support models:
Contract based
Ticket based
The contract based support works as you know it from other vendors: You make a mid-term contract with Qafoo, ensuring that you can direct an arbitrary number of support request to us, of course based on a fair use system. With our support contracts, you can make sure that we are always available for you in the desired reaction time, to solve technical issues. Furthermore, you have the choice for different levels of services, based on your individually chosen service level agreement (SLA). Qafoo offers you
Choose individually between a mid-term support contract or incident based support.
Platinum support
Gold support
Silver support
If you need our full range of support services, the Platinum SLA is the right choice. This includes an almost immediate time of reaction, support for Linux, Solaris, Mac and Windows platforms, as well as remote debugging in your environment, your personal version control branch with immediate bug fix application and even developer support, if you intend to extend our projects or want to apply customization to them.
If you don't need your own development branch and do not desire to extend our projects, the Gold support is the right contract for you. You still receive almost immediate reaction from us, early bug-fix patches and we will support running our software on Linux, Mac and Solaris. However, if you just have a question here and there and maybe need a bug-fix as soon as possible, our Gold support package might be sufficient for you. We still ensure to come back to you latest on the next day.
The second variant of Qafoo professional support works on basis of so-called tickets. Instead of committing to a mid-term support contract, you buy a certain number of tickets in a pre-paid manor. There is no term contract involved and you can make use of these tickets, whenever you want. In case you have a question or problem with one of our supported open source projects, you can open an issue right away and we will help you. Each support request will have a base cost of one ticket. This includes half an hour of support time. If your request is more complex to handle, each 15 minutes will cost you an additional ticket. This support model is especially interesting, if you expect only few support requests in the long run.
If you want to book Qafoo professional support, please contact us.
Service Level Agreements
The table below summarizes our different support models in terms of service level agreements (SLAs).
- 1
- Monday to Friday in CEST, excluding public holidays in Germany.
- 2
- Number of your crew members which are allowed to request support.
- 3
- Qafoo maintains a dedicated tool branch for you.
- 4
- Our experts support your developers with extending our tools.
Platinum | Gold | Silver | Tickets | |
|---|---|---|---|---|
Response hrs. [1] | 8-22 CEST | 9-20 CEST | 9-17 CEST | 9-17 CEST |
Response time | 2h | 6h | 24h | 24h |
Contacts [2] | 4 | 2 | 1 | 1 |
Reach us via | Web | Web | Web | Web |
OS support |
|
|
|
|
Bug fix patches |
|
|
|
|
Remote debug |
|
|
|
|
Customer branch [3] |
|
|
|
|
Dev support [4] |
|
|
|
|
Price | per 3 months | per ticket | ||
1 tool | 6,250.- € | 3,750.- € | 1,500.- € | 40.- € |
2 tools | 8,750.- € | 5,500.- € | 2,250.- € | 40.- € |
All tools | 11,250.- € | 7,500.- € | 3,000.- € | 40.- € |
Ticket prices are calculated on basis of the amount of tickets you buy in one batch:
# Tickets | 10 - 25 | 25 - 50 | 50+ |
€ / Ticket | 40,- € | 35,- € | 30,- € |
Open source sponsoring
You can also book Qafoo experts for on-site consulting.
You don't want to wait until a Qafoo expert finds time to realize your favorite feature? You want to contribute a feature, but don't have the resources? You desire an extension to one of our projects? Pay Qafoo developers to get faster results! We are offering two different flavors of paid development:
Open source sponsoring
Exclusive paid development
With the open source sponsoring model, you pay Qafoo developers to implement a feature you desire directly into the main source branch of the project. The contributed source will be available as open source to you and to every other user of the project. If you do not desire your ordered changes, extensions of feature additions to become open source, you need to select the exclusive paid development model. With this model, you will receive exclusive source code from Qafoo, which is not published without your permission. Naturally, the exclusive paid development model is more expensive: You can calculate about 25% price addition here.
In order to get Qafoo experts develop your desired code, please contact us for an individual offer.