Support Plan Details

CollabNet offers the most widely used application lifecycle management platform for distributed software development., backed by three support programs Silver; Gold & Platinum on an annual or multi-year subscription basis.

CollabNet Support provides ongoing product updates and patches, SaaS migrations, guaranteed response times, on-line help and knowledge bases, and more. In addition, CollabNet provides free openCollabNet Community Support which includes access to FAQs, release notes, roadmaps, user forums and documents for general installation and integrations issues for all CollabNet products and services.

Support Hours

CollabNet will provide Support 24 hours per day, 7 days per week including holidays and including weekends. Customers will be able to submit email and case requests via CollabNet’s self-service portal 24 x 7 x 365 (excluding Support Portal maintenance windows). CollabNet Support staff will have access 24 x 7 x 365 to Operations engineers responsible for ensuring hosted production site availability.

Response Time

CollabNet’s response time to any request for Support will be based upon the level of Support Services purchased by Customer and the severity of the case reported.

A response will be one of the following:
  • A potential problem resolution,
  • A request for more information, which will allow CollabNet to determine the next steps towards potential problem resolution, or
  • If the issue, at CollabNet's sole discretion, requires escalation or extensive time to research, a notification of the response duration needed to provide the client contact with more information, potential workarounds, or a resolution.

The table below outlines how CollabNet’s support policy is organized to respond to all cases and Application Defects based on their reported severity and assigned priority.

Case Allotment

Platinum support customers have no limitation on the number of cases filed, and can access support personnel for technical and functional cases 24/7.

Response time based on priorities for defects are listed below

Priority of Issue Initial Response Time
P1 1 hrs
P2 8 hrs
P3 24 hrs

Named Contacts

CollabNet manages the number of customer contacts interacting with its Support Operations through named contacts that are trained on CollabNet solutions and authorized to interact with the CollabNet Support organization. Platinum support customers are allowed to identify up to 10 named contacts.

System Monitoring and Health Management

This section is only applicable when the Product is offered as a Service

Regardless of the Support Program selected, a production site hosted by CollabNet is monitored 24 x 7 x 365. If the monitored services were to become unresponsive, an Operations Engineer would be paged and attend to the problem immediately.

CollabNet will provide Platinum Support Customers with a ninety-nine percent (99.9%) uptime guarantee for the Hosting Services.

Tool Conversions

For project tool conversions, either from Issue Tracking to Project Tracker or CVS to Subversion, CollabNet will perform 4 tool conversion projects included with Platinum Support. Further requests will require a Statement of Work outlining required work, schedule, and financial consideration.

Additional Support Offerings

Platinum Support Services customers will be offered the following optional services at an additional charge

Support Hours

CollabNet will provide support 24 business hours per day 5 work days per week (Monday – Friday) including holidays and excluding weekends. Customers will be able to submit email and case requests via CollabNet’s self-service portal 24 x 7 x 365 (excluding Support Portal maintenance windows). CollabNet Support staff will have access 24 x 7 x 365 to Operations’ engineers responsible for ensuring hosted production site availability.

Response Time

CollabNet’s response time to any request for support will be based upon the level of Support Services purchased by Customer and the severity of the case reported.

A response will be one of the following:
  • A potential problem resolution,
  • A request for more information which will allow CollabNet to determine the next steps towards potential problem resolution, or
  • If the issue, at CollabNet's sole discretion, requires escalation or extensive time to research, a notification of the response duration needed to provide the client contact with more information, potential workarounds, or a resolution.

The information below outlines how CollabNet’s Support Policy is organized to respond to all cases and Application Defects based on their reported severity and assigned priority.

Case Allotment

Gold support customers have up to 120 annual support cases for technical and functional assistance.

Response time based on priorities for defects are listed below

Priority of Issue Initial Response Time
P1 2 hrs
P2 16 hrs
P3 1-2 days

Customers can contact CollabNet support on weekends for P1 issues.

Named Contacts

CollabNet manages the number of customer contacts interacting with its Support Operations through named contacts that are trained on CollabNet solutions and authorized to interact with the CollabNet Support organization. Gold support customers are allowed to identify up to 5 named contacts.

System Monitoring and Health Management

This section is only applicable when the product is offered as a service

Regardless of the Support Program selected, a production site hosted by CollabNet is monitored 24 x 7 x 365. If the monitored services were to become unresponsive, an Operations Engineer would be paged and attend to the problem immediately.

CollabNet will provide Gold Support customers with a ninety-nine percent (99.5%) uptime guarantee for Hosting Services.

Tool Conversions

For project tool conversions, either from Issue Tracking to Project Tracker or CVS to Subversion, CollabNet will perform 2 tool conversion projects included with Gold Support. Further requests will require a Statement of Work outlining required work, schedule, and financial consideration.

Support Hours

CollabNet will provide support 8 business hours per day, 5 work days per week (Monday – Friday) excluding holidays and excluding weekends. Customers will be able to submit email and case requests via CollabNet’s self-service portal 24 x 7 x 365 (excluding Support Portal maintenance windows). CollabNet Support staff will have access 24 x 7 x 365 to Operations’ engineers responsible for ensuring hosted production site availability.

Response Time

CollabNet’s response time to any request for support will be based upon the level of Support Services purchased by Customer and the severity of the case reported.

A response will be one of the following:
  • A potential problem resolution,
  • A request for more information which will allow CollabNet to determine the next steps towards potential problem resolution, or
  • If the issue, at CollabNet's sole discretion, requires escalation or extensive time to research, a notification of the response duration needed to provide the client contact with more information, potential workarounds, or a resolution.

The following information describes how CollabNet’s Support Policy is organized to respond to all cases and Application Defects based on their reported severity and assigned priority.

Case Allotment

Customers are encouraged to contact CollabNet Support whenever they suspect defects or site outages. CollabNet will provide technical and functional support based on a set of pre-defined Priority Guidelines. The expectation for resolution will be set based on the nature and number of cases open at any given time.

Silver support customers have up to 74 annual support cases for technical and functional assistance.

Response time based on priorities for defects are listed below

Priority of Issue Initial Response Time
P1 4 hrs
P2 24 hrs
P3 2-3 days

Customers can contact CollabNet support on weekends for P1 issues.

Named Contacts

CollabNet manages the number of customer contacts interacting with its Support Operations through named contacts that are trained on CollabNet solutions and authorized to interact with the CollabNet Support organization. Silver support customers are allowed to identify up to 2 named contacts.

System Monitoring and Health Management

This section is only applicable when the product is offered as a service

Regardless of the Support Program selected, a production site hosted by CollabNet is monitored 24 x 7 x 365. If the monitored services were to become unresponsive, an Operations Engineer would be paged and attend to the problem immediately.

CollabNet provides Silver Support customers with a ninety-nine percent (99%) uptime guarantee for Hosting Services.

Tool Conversions

Tool conversion projects, either from Issue Tracking to Project Tracker or CollabNet CVS to CollabNet Subversion will be provided per statement of work including then current schedule and fees for customer with silver support.