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Support Offering

I offer support for the installation, troubleshooting, and operation of my published software. While I sometimes volunteer support in the open source community, I only guarentee support within a certain time frame for a fee.

When you need help, you report an incident using one of 4 levels: Normal, Elevated, Urgent, and Emergency.

Each incident level determines support availability and response time—defined as the maximum number of clock-hours it will take for an engineer to reach a point of contact for your account.

You can report any incident of any level at any time by phone or email, depending on your subscription. A subscription gives you a set number of incidents per month at a discount. Work on any off-plan incidents are billed independently.

Normal

Use for technical questions and general feedback.

Available 10 AM to 3 PM ET, with a response time below 48 hours

Elevated

Operations are ongoing, but only with workarounds. Use this level to gain or restore optimal conditions.

Available 10 AM to 3 PM ET, with a response time below 24 hours

Urgent

Operations have slowed, with no workaround. Use this level to restore normal operating conditions

Available 10 AM to 3 PM ET, with a response time below 2 hours

Emergency

Operations have halted, with no workaround. Use to solve a problem that simply cannot wait.

Available 24/7, with a response time below 1 hour