Technical Support is one of the most important priorities of OpenRules, Inc. and is usually praised by our customers – see What They Say.
Free Email Support. OpenRules, Inc. accompanies all its products with free email-based technical support – send your questions and/or suggestions to support@openrules.com. Usually all requests are handled within 48 hours. You may also post your questions at the Google Discussion Group.
Live Assist Support. OpenRules, Inc. offers free fast-support online sessions to help you to start working with OpenRules. Upon your request, an OpenRules expert will send you an invite to a remote-support session addressing your particular problem by studying it together with you on your own computer. Anytime you also may order a paid fast-support service that costs only $60.00 USD for up to a 1 hour support session. Click here to place a fast-support order.
Annual Support Subscriptions. You may subscribe to OpenRules Commercial Annual Technical Support packages designed to meet the needs of enterprise customers. We not only help to solve your urgent technical problems, but provide assistance and advice to help you with performance tuning, business rules organization logic, and user API code. Response time is from 1 up to 24 hours.
Annual support levels vary by number of incidents, number of contacts, telephone access availability, and response time:
| Supported Features | Annual Support Level 1 |
Annual Support Level 2 |
Annual Support Level 3 |
| Number of Incidents | 15 | 20 | 30 |
| Number of Contacts | 1 | 2 | 3 |
| Access quick fixes and new releases | 12 months | 12 months | 12 months |
| Web Access | Yes | Yes | Yes |
| Phone Access | Business Hours | Business Hours | Extended Business Hours |
| Response Time | up to 2 business days | up to 1 business day | from 1 to 12 hours |
| Price | $2,995.00 | $3,495.00 | $3,995.00 |
*Prices are subject to change without notice.
** An incident is a single, discreet technical problem which cannot be reasonably subdivided. Each incident typically involves a series of exchanges between a user and OpenRules Support Staff. Depending upon the complexity of the incident, resolution may take a few hours or a few days.
The OpenRules Annual Support Subscription begins 1 day after the payment received by OpenRules. The Subscription is subject to automatic renewal on a year-to-year basis. Either party may give notice of its intention not to renew at least 30 days before the end of the Subscription. If neither party gives such notice, the Annual Support Subscription shall automatically renew on a year-to-year basis until either party gives such notice at least 30 days before the anniversary date of any renewal.
You may purchase Technical Subscription online from here or by sending a request to sales@openrules.com.
Service Level Agreement (SLA). This is a special SLA available to meet the needs of enterprise customers, who demand the highest service level. It is available on 24×7 basis with immediate access to OpenRules’ Support Team. OpenRules, Inc. has already signed special Service Level Agreements (SLAs) with many major corporations for their mission-critical applications. If your organization has specific support requirements please contact us to discuss a custom SLA.
