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<h1>Async-IO: Support Subscription</h1>

<h2><a href="http://async-io.org">Async-IO.org</a> support subscriptions provide you with access to the best

possible backup teams to accelerate

your return on investment while mitigating your risk.

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<h3>Get support from the core team with 1 hour average response times!

Meet your production/Go-Live schedule and corporate compliance requirements!

Ensure success of your dev team with Training and Best Practices!</h3>

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<td class="noborder">&nbsp;</td>

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<div class="table_head_title">Bronze</div>

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<div class="table_head_title">Silver</div>

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<div class="table_head_title">Gold</div>

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<div>Platinum</div>

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<td class="table-row-title even" align="right">Coverage Hours</td>

<td class="table-td">Business Hours</i></td>

<td class="table-td">Business Hours</i></td>

<td class="table-td">Business Hours</i></td>

<td class="table-td">24x7</td>

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<td class="table-row-title" align="right">Response Time - S1</td>

<td class="table-td">7 Business Day</td>

<td class="table-td">1 Business Day</td>

<td class="table-td">4 hours</td>

<td class="table-td">1 hour</td>

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<td class="table-row-title even" align="right">Response Time - S2</td>

<td class="table-td">10 Business Days</td>

<td class="table-td">2 Business Days</td>

<td class="table-td">1 Business Day</td>

<td class="table-td">4 hours</td>

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<td class="table-row-title">Response Time - S3</td>

<td class="table-td">14 Business Days</td>

<td class="table-td">4 Business Days</td>

<td class="table-td">2 Business Days</td>

<td class="table-td">1 Business Day</td>

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<td class="table-row-title even" align="right">No. Incidents / Year</td>

<td class="table-td">Maximum 2</td>

<td class="table-td">Maximum 10</td>

<td class="table-td">Maximum 15</td>

<td class="table-td">Unlimited</td>

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<td class="table-row-title" align="right">Phone Support</td>

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<td class="table-row-title even" align="right">Support Contacts</td>

<td class="table-td">0</td>

<td class="table-td">2</td>

<td class="table-td">6</td>

<td class="table-td">8</td>

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<td class="noborder">&nbsp;</td>

<td class="table-td subscribe-gray subscribe-left"><a class="subscribe-button"

href="mailto:bronze@async-io.org?subject=Quote for Bronze Subscription&body=Thank you for your interest in our support subscription. We’ll be in touch soon.">Get a Quote</a></td>

<td class="table-td subscribe-gray subscribe-left"><a class="subscribe-button"

href="mailto:silver@async-io.org?subject=Quote for Silver Subscription&body=Thank you for your interest in our support subscription. We’ll be in touch soon.">Get a Quote</a></td>

<td class="table-td subscribe-gray subscribe-middle"><a class="subscribe-button"

href="mailto:gold@async-io.org?subject=Quote for Gold Subscription&body=Thank you for your interest in our support subscription. We’ll be in touch soon.">Get a Quote</a></td>

<td class="table-td subscribe-gray subscribe-right"><a class="subscribe-button"

href="mailto:platinum@async-io.org?subject=Quote for Platinum Subscription&body=Thank you for your interest in our support subscription. We’ll be in touch soon.">Get a Quote</a></td>

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<h3>Subscription</h3>

<p>The duration of a subscription agreement is one year. The support contacts relate to the maximum number of individuals on the customer side who can communicate

with Async-IO.org technical support. An emergency patch is a “hot fix” that is provided to Gold and Platinum subscribers, which is aimed at fixing critical bugs in the Atmosphere Framework.</p>

<p> Bronze support simply consists of a license fee with email support. With Bronze, you get priority support over the open source mailing list, private access to developers and patches.</p>

<h3>Professionals Services Support</h3>

<p>Professionals Services can also be delivered on a per hour basis, with a minimum of five hours. To get a quote, please <a

href="mailto:support@async-io.org?subject=Quote for Professionals Services&body=Thank you for your interest in our Professionals Services offer. We’ll be in touch soon.">contact us</a></p>

<h3>Severity Explanation</h3>

<p>The severity levels define the priority assigned to support calls.</p>

<ul>

<li><strong>Level 1</strong> - A Level 1 issue is a major production error within the software that severely impacts the Customer’s use of the software for production purposes, such as the loss of production data or where production systems or browsers are not functioning and no work around exists. Async-IO.org will use continuous efforts during its normal hours of operation, to provide a resolution for any Level 1 problem as soon as is commercially reasonable. All Level 1 errors must be called in. No web generated case will be treated with a Level 1 severity level unless customer phones Async-IO.org support for escalation.</li>

<br>

<li><strong>Level 2</strong> - A Level 2 is an error within the software where the customer’s system is functioning for production purposes but in a reduced capacity, such as a problem that is causing significant impact to portions of the customer’s business operations and productivity, or where the software is exposed to potential loss or interruption of service. Async-IO.org will use reasonable efforts during its normal hours of operation to provide a resolution for any Level 2 errors as soon as is commercially reasonable.</li>

<br>

<li><strong>Level 3</strong> - A Level 3 is a medium-to-low impact error that involves partial and/or non-critical loss of functionality for production purposes or development purposes, such as a problem that that impairs some operations but allows the customer’s operations to continue to function. Errors for which there is limited or no loss or functionality or impact to the customer’s operation and for which there is an easy work-around qualify as Level 3. Async-IO.org will use reasonable efforts during its normal hours of operation to provide a resolution for any Level 3 error in time for an upcoming release of Software. All developer level support tickets shall maintain a level of Level 3. All inbound web cases shall have an initial status of Level 3. A customer may call to have those cases escalated.</li>

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