Professional support

Manticore offers three support options:

  • Developer
       The starter kit package. Suitable for development stages or non-critical deployments.
  • Standard
       For production deployments which require Hot Bug fixes and faster response times.
  • Enterprise SLA
       Mission-critical deployments with 24/7/365 coverage.
Developer Standard Enterprise SLA
Support hours Business hours 24/7 24/7
Manticore Search support Yes Yes Yes
Sphinx Search support Yes Yes Yes
Custom brach maintenance and support No No Yes
Hot Bug Fixes (Sphinx Search and Manticore Search) No Yes Yes
Number of incidents Unlimited Unlimited Unlimited
Response times
Severity 1 4 hours 2 60 minutes 1 30 minutes 1
Severity 2 24 hours 2 60 minutes 3 60 minutes 3
Severity 3 48 hours 2 4 hours 3 4 hours 3
Severity 4 48 hours 2 24 hours 2 24 hours 2
SLA Money Back Guarantee No No Yes
Chat support Yes Yes Yes
Email support Yes Yes Yes
Phone support Only Scheduled in Advance Yes Yes
Technical Account Manager Services No Yes Yes
Number of Contacts 5 10 Unlimited 4
Contact Us Contact Us Contact Us

Severity Levels and Response Times

  • Severity 1 (urgent)
    A problem that severely impacts use of the Supported Software in a production environment (such as loss of production data or in which production systems are not functioning). The situation halts Customer’s business operations and no procedural workaround exists.
  • Severity 2 (high)
    A problem where the Supported Software is functioning, but use in a production environment is severely reduced. The situation is causing a high impact to portions of Customer’s business operations and no procedural workaround exists.
  • Severity 3 (medium)
    A problem that involves partial, non-critical loss of use of the Supported Software in a production environment or development environment. For production environments, there is a medium-to-low impact on Customer’s business, but Customer’s business continues to function, including by using a procedural workaround. For development environments, where the situation is causing Customer’s project to no longer continue or migrate into production.
  • Severity 4 (low)
    A general usage question, reporting of a documentation error, or recommendation for a future Supported Software enhancement or modification. For production environments, there is low-to-no impact on Customer’s business or the performance or functionality of Customer’s system. For development environments, there is a medium-to-low impact on Customer’s business, but Customer’s business continues to function, including by using a procedural workaround.

Technical Account Manager
Technical Account Manager will endeavor to understand the business goals and objectives of the Customer as they apply to the use and deployment of the Supported Software. Technical Account Manager will help Customer’s Contacts define Bug Test Cases and will keep Customer’s Contacts informed about the status of the Bug Fixes that are important to the Customer by organizing regular conference calls with the Customer’s Contacts.


1     24/7/365

2     only on  Business Hours

3     only on 24/5 (Business Days)
    
4     10 contacts included, additional can be purchased

 

Contact Us

Phone:

+44 2081 338205 (EU business hours)