Standard Support

Our Standard Support package provides the following:

• Email support
• Initial response within one English business day [see note 1 below]
• Up to 15 hours work during each year the support contract is active [see note 2 below]
• Up to 3 named individuals can make support requests
• All support requests are completely confidential

We can advise you on how to get the best out of Jena, which components to use and how best to use them. We can also help you investigate problems, we can suggest workarounds and we can rapidly develop fixes. Fixes developed to solve your problems will, where possible, be rolled into the main Jena code base so they will be present in future releases of Jena.

If you need help on developing a Jena-based application please see our Consultative Support service.

Please note that the period covered by support starts 5 UK business days after the contract is signed. If you need immediate help with a Jena problem please consider our Incident Response service. Provided that a contract is renewed before the end of the support period there will be no grace period in subsequent years.

Note also that there are a number of different Jena components. Some of these are experimental; some are long obsolete. We do not offer support for all components. For a list of the components covered please see here.

The current price of an annual support contract is £1000 per year (plus VAT at the current rate if applicable).

For more information please email jena-support-enquiry@epimorphics.com.

Notes

[1] 09.00 – 17.00 UK time, Mondays – Fridays, excluding bank and public holidays in England.
[2] More precisely: each support query uses up at least 1 hour of your 15 hours. The total amount of time spent on support queries during a year is capped at 15 hours. If you need more time than this you can purchase an extension package which will give you a further 15 hours.