Enterprise solutions for enterprise needs.

SVK Support Contracts

We offer a number of annual support options to help you make good use of SVK and give you the peace of mind you need when deploying opensource software across your enterprise. Feel free to contact us us at sales@bestpractical.com to discuss how one of our standard support arrangments or a custom contract can help you get the most out of SVK.

Bronze Level Support ($4,950 per year)

For organizations with up to 8 developers using SVK

Best Practical will respond to two separate incident support requests per quarter.
Best Practical will use reasonable efforts to respond to incident support requests within two business days of receipt of request.
Your organization's designated customer representative can submit support requests by e-mail.
In addition to your regular support incidents, Best Practical will provide usage, tuning and configuration advice to your designated customer representative at no charge.

Silver Level Support ($9,950 per year)

For organizations with up to 20 developers using SVK

As above for Bronze Level Support, plus:

Best Practical will respond to four separate incident support requests per quarter.
Best Practical will use reasonable efforts to respond to incident support requests within one business day of receipt of request
Support requests can come from two designated customer representatives by e-mail.
Ten percent discount on Consulting Services.

Gold Level Support ($24,950 per year)

For organizations with up to 50 developers using SVK

As above for Silver Level Support, plus:

Best Practical will respond to eight separate incident support requests per quarter.
Best Practical will use reasonable efforts to respond to incident support requests within 6 business hours (business hours being the hours between 8 AM to 6 PM Monday thru Friday) of receipt of request.
Support requests can come from 4 designated customer representatives by e-mail.
Fifteen percent discount on Consulting Services.

Platinum Level Support ($49,950 per year)

For organization with up to 125 developers using SVK

As above for Silver Level Support, plus:

Best Practical will respond to sixteen separate incident support requests per quarter.
Support requests can come from up to eight designated customer representatives.
For non-emergency incidents (as defined below), Best Practical will respond to incident support requests via e-mail, using reasonable efforts to respond within four business hours (business hours being the hours between 8 AM to 8 PM Monday thru Friday) of receipt of request.
For emergency incident support requests, contact is available 24 hours a day, 7 days a week, with Best Practical using reasonable efforts to respond to such incident support request within four hours.

An Emergency may be either a Severity 1 or Severity 2 problem:

Severity 1: The problem causes complete loss of service. Work cannot reasonably continue; the operation is mission-critical to the business and the situation is an emergency. A Severity 1 problem has one or more of the following characteristics:
- Data corrupted
- A critical function is not available
- System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
- System crashes, and crashes repeatedly after restart attempts
Severity 2
- The problem causes a severe loss of service.
- No acceptable workaround is available; however, operation can continue in a restricted fashion.
Twenty percent discount on Consulting Services.
Best Practical will provide one engineer on-site for one week for installation, setup, customization, data migration and training for Customer's staff in any 12-month period (plus travel and living expenses).

Diamond Level Support ($99,950 per year)

For organizations with up to 300 developers using SVK

As above for Silver Level Support, plus:

Best Practical will respond to 24 separate incident support requests per quarter.
Support requests can come from up to 10 designated customer representatives.
For non-emergency incidents (as defined above), Best Practical will respond to incident support requests via e-mail, using reasonable efforts to respond within four business hours (business hours being the hours between 8 AM to 8 PM, Monday thru Friday) of receipt of request.
For emergency incident support requests, contact is available 24 hours a day, 7 days a week, with Best Practical using reasonable efforts to respond to such incident support request within four hours.
Best Practical will provide one engineer on-site for one week for installation, setup, customization, training for Customer's staff in any 12-month period (plus travel and living expenses).

Please note that all support plans are billed quarterly in advance. At the customer's option, plans can be paid annually in advance for a 5% discount.

Access to developers for questions and answers about usage, consequences etc. for companies without a support contract can be purchased for $995 per year.

If none of these packages meet your needs, please get in touch with us. We also offer customized support packages designed to meet specific customers' needs.

Academic discounts are available.

To order Support services, please contact sales@bestpractical.com .