Ayende @ Rahien

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RavenDB support guarantees

As part of the 3.0 release of RavenDB, we are going to do a remap of our support contracts. We’ll make a formal announcement about it later, but the idea is to offer the following levels:

  • Standard – about $500 a year per serve, business day availability, maximum response within 2 business day.
  • Professional – about $2,000 a year per server, business day availability, maximum response within the same business day.
  • Enterprise – about $6,000 a year per server, 24x7, maximum response within two hours.

In addition to that, we’ll continue to have the community support via the mailing list. That said, I want to make it clear what kind of support guarantees with are giving in the mailing list:

  • None
  • Whatsoever

Put simply, the community mailing list is just that, a way for the community to discuss RavenDB. We look at that, and we try to help, but there is no one assigned to monitor the mailing list, this is pretty much the team waiting for the code to compile or the current test run to complete and deciding to check the mailing list instead of Twitter or the latest Cat Video.

Any support on the mailing list is provided on a ad hoc basis, and should absolutely not be something that you rely on. In particular, people with EMERGENCY or PRODUCTION ISSUE aren’t going to get any special treatment. If you need support, and if you run critical systems, you probably do, you need to purchase that. We provide guarantees and follow through for the commercial support packages.

I’m writing this post after an exchange of words in the mailing list when a user complained that I went offline at 1 AM on a Saturday night and not continue to provide him free support.

Comments

Dominic Zukiewicz
08/06/2014 10:19 AM by
Dominic Zukiewicz

Its odd to see mission-critical systems in production without a support agreement being considered.

Some clients I work with ask a first question of

Is there commercial support? No? Forget it!

It can seem harsh to developers, but then again they're protecting their interests. Open-source (with no commercial support) barely ever makes it into production.

.. except jQuery ..

But then, that isn't a mission-critical library :)

Phillip Haydon
08/06/2014 12:57 PM by
Phillip Haydon

OS should have no bearing on if something is used in production or not.

You can have OS that has a huge community behind it that will help out. The problem is the expectation of some people in regards to the level of support they feel they should get, for anything they use.

Technically ASP.NET MVC, Web Forms, WebAPI, WCF, etc, etc has no commercial support behind it, if you have any problem, you're more likely to get a resolution from the community long before MS even acknowledges there's any sort of bug.

Edward
08/06/2014 02:31 PM by
Edward

hmm

Prices are a bit steep and reponse times are a bit low. Also if a response is sending an email..This should be defined.

  • Standard – about $500 a year per serve, business day availability, maximum response within 2 business day. more like > email support within 1 business day.

  • Professional – about $2,000 a year per server, business day availability, maximum response within the same business day.

I would say within 8 hours.

  • Enterprise – about $6,000 a year per server, 24x7, maximum response within two hours.

When the shit hits the fan you need a direct line. It looks like I'm paying for it.

Azure has a nice support model.Off course you're not azure and you are not based globaly so I understand your response times.

Anyway just some feedback.

Simon
08/07/2014 12:13 PM by
Simon

@Edward: prices are a bit steep? You can certainly get a consultant for $2000 a day to help you solve your problems.

Kijana Woodard
08/07/2014 06:22 PM by
Kijana Woodard

Where's Matt to discuss how tricky it will be to resolve "business day" across international time zones? ;-D

Chris Marisic
08/11/2014 02:01 PM by
Chris Marisic

So this means future RavenDB licenses will no longer include production support without additional fees?

@Edward I disagree with Azure's support model. They require you to pay for support even to report their outages! That infuriates me to no end. I understand when i need personal support that it's reasonable for me to pay, but for me to report service outages.. the hell i'm paying you.

Ayende Rahien
08/11/2014 02:07 PM by
Ayende Rahien

Chris, RavenDB licenses never included production support.

Chris Marisic
08/11/2014 03:06 PM by
Chris Marisic

http://ravendb.net/support

"Commercial support is bundled with all commercial licenses."

Are you somehow differentiating between terms of "production support" vs "commercial support"?

Ayende Rahien
08/11/2014 06:01 PM by
Ayende Rahien

Chris, Commercial support means that we'll provide bug fixes and the like. It doesn't mean that I'll have someone 24x7 on the line waiting for a production issue.

That is what production support means, and why it is priced separately.