In contrast to vendors of proprietary software who frequently treat support as a peripheral issue, we give support highest priority. All our clients have full access to customer support via a toll-free support line and LibLime's online customer support center.

In contrast to vendors of proprietary software who frequently treat support as a peripheral issue, we give support highest priority.

Part of the open-source promise is that there is no vendor lock-in. With proprietary software, source code is ‘closed’ so support and future development of the product rely solely on the success and resources of a single vendor. If the vendor goes under, so does your product support. In contrast, open-source software products rely on stable code bases developed and supported by many providers worldwide. As a result, libraries using open-source products have many more support options than those using proprietary software and open-source vendors like LibLime are more motivated to provide outstanding support. Using open-source software is less risky because support is not tied to a single vendor.

Also, while traditional vendors must focus on providing functionality improvements that meet the needs of the majority of their customers in a large and diverse market, open-source software features emerge from the community of users that have paid for or developed and contributed them. This makes open-source software user-driven--users decide what features are important and deserve attention rather than a vendor. We are committed to working with PRPL to provide a customized solution that more than meets current needs and adapts as those needs change.
Software releases are typically available on a quarterly basis and include all of the stable developments made in the latest minor version release (e.g., 2.2 to 2.4). Patches for software bugs are applied as soon as the patches are proven stable.

Routine Maintenance

Routine maintenance includes log checking, applying software and system security patches, bug fixes, installing minor version updates and general operating system maintenance. All routine maintenance is performed by LibLime and covered in our standard support package.

Service Maintenance and Support Covered

LibLime's standard support package includes both hardware and software maintenance and support. For hardware service, we use Third-party-certified hardware with on-site twenty-four/seven (24/7), four (4) hour response time in the event of system failure. Our software maintenance includes operating system and software updates, patches and bug fixes as well as all updates (minor version releases), bug fixes and patches.

Customer Support Hours

LibLime's toll-free customer support center is open Monday thru Friday from 9:00am to 9:00pm EST. In the case of an emergency, LibLime can be reached twenty-four hours a day seven days a week (24/7) by leaving a message on our automated voicemail system or through the online support center. LibLime offers a one-hour response time in our premier package and four-hour respons time in our standard package.

Reporting Problems and Bugs

Problems of any kind can be reported in a number of ways: online through LibLime's online customer support center (which includes a bug reporting application and a ticketing system), on the LibLime forums, via an email sent to LibLime's support center, or a phone call placed to LibLime's support center.

Priority Levels

Upon receipt of a support need report, LibLime will respond and provide a fix or workaround based on the priority of the issue. The following is an overview of priority levels:

• PRIORITY 1 - CRITICAL PRIORITY ISSUES - A critical priority issue renders the software/hardware inoperable or causes the software/hardware to substantially fail. Examples of critical priority issues may include: hardware failure, data corruption, or software misconfiguration resulting in system failure or damage.
  
• PRIORITY 2 - HIGH PRIORITY ISSUES - A high priority issue degrades the performance and/or causes serious limitations to the use of the software/hardware. Examples of high priority issues may include: lack of functionality as designed, or workaround(s) provided that are difficult to implement
  
• PRIORITY 3 - MEDIUM PRIORITY ISSUES - A medium priority issue has minor impact on overall system use. Examples of medium priority issues may include: data content formatting or representation inconsistencies, issues that are cosmetic in nature or enhancement requests.