Single Incident

Description

Single incident support is designed to meet the needs of individuals and organizations running a Portofino installation or developing applications based on Portofino.

An incident is defined as a question relating to a specific, discrete issue and may involve several interactions with technical support prior to resolution. Separate support incidents must be purchased for assistance with multiple support issues.

Single incident support offers access to support as you need it. You can purchase support in advance, or when a need arises.

Before purchasing support, ManyDesigns recommends that you take advantage of product documentation and discussion forums.

Benefits

• Timely help: a single incident provides a solution to an urgent matter when you most need it.
• Low cost: this is the ideal support option if you want to keep costs low or if you are not sure of how many incidents you may need.
• Accelerate development: get access to the knowledge of the Portofino core engineers.
• Maximize uptime: support can resolve the most critical issues and get your installation running in the shortest time.

Supported products, versions and platforms

Portofino version 4.0.5 or later. The list of supported platforms is available here.

Scope of support

The scope of support is the resolution of issues related to the installation, use and customization of Portofino. Support activities may include:

• Assistance with configuration and setup of new systems
• Configuration of authentication and authorization (security.groovy script)
• Customization of groovy actions
• Update/upgrade to newer versions
• Troubleshooting and workarounds
• Performance tuning and resolution of performance bottlenecks

Support does not include design, development or training activities. However, we'll do our best to provide useful code examples for clarification purposes.

Support does not cover integration issues related to software items other than those included in the standard Portofino distribution.

Terms of Service

Please see the Terms of Service for details.