Product Support

• Priority service for a quick resolution of problems as they occur.
• With Silver and Gold plans, Orbeon tunes your forms to improve performance, troubleshoots issues in your forms, or gives you architectural advice.

• Issues are diagnosed and addressed in a timely manner.
• You receive hot fixes for emergency issues (Gold plan).
• You collaborate with Orbeon engineers through Basecamp, a private web-based collaboration service. Basecamp provide smart, easy, and elegant project collaboration and communication.

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• Incidents – An incident is a technical problem that you find with Orbeon Forms, that cannot be reasonably subdivided, and that is not overly broad in scope. Orbeon engineers will investigate the incidents you report. If an incident is caused by a bug in Orbeon Forms, it will be entered in Orbeon's web-based tracking system.
• Bug priority escalation – Bugs related to an incident you report through your Product Support plan are assigned a higher priority than bugs reported through other means, and so will be fixed earlier.
• Phone access – Most incidents can be resolved through our Web collaboration tool. For some incidents, talking on the phone can help and lead to a faster solution. With phone access, after filing an incident through the Web collaboration tool, if you wish to do so, you can discuss the issue on the phone with an Orbeon engineer.
• Emergency hot fix – Incidents and bugs are dealt with according to their severity. You determine in collaboration an Orbeon engineer what is the severity of an issue or a bug. If a bug in Orbeon Forms is causing one your production systems not to function properly and that there is no workaround, then the bug is assigned the highest priority. Once fixed, Orbeon will provide you with a hot fix for the version of Orbeon Forms you are using, so you don't need to upgrade to the latest version of Orbeon Forms. We provide hot fixes for released versions of Orbeon Forms for up to one year after they are released.
• Consultative Support – Issues other than technical problems in Orbeon Forms fall in the Consultative Support category. This includes performance tuning, troubleshooting issues in forms, or architectural advice. Because activities in this category are labor intensive and open-ended, there is a cap on the number of hours you can spend on consultative support. If you are looking for more hours of consultative support, you should consider a Proactive Support plan.
• Pre-paid – All our support plans are pre-paid.