With the Ascentium-branded versions of Commerce Server 2009 and 2009 R2 now in the market, we felt it was time to shed some light on how our actual technical support process works and what options are now available to customers.
To start, it is probably helpful to be clear on who is actually eligible to receive technical support from us:
In both cases, an executed license subscription agreement or partner agreement must be in place and on-file.
In all cases (unless contracted separately), the scope of our support is limited to the Commerce Server product itself (based upon its publicly documented functionality and its support lifecycle, which will be the topic of another blog post) and does not extend to other products, custom solution/application code, or any other aspects of a customer’s environment such as hardware or network configuration.
If you acquired Commerce Server from Microsoft and are licensed users of:
please contact Microsoft at http://support.microsoft.com/ for options. Ascentium cannot provide support for versions of Commerce Server provided by Microsoft while they are still in their mainstream or extended support lifecycles.
However, we can and will explore custom support contracts on an individual basis for versions outside of mainstream or extended support. Please contact us for details on your specific requirements.
With your license subscription you get:
With our default offering, customers get the following support services:
Please refer to our Terms of Service for additional details and current pricing.
With our premium offering, customers will get the following enhanced level of services:
The terms of these agreements will be negotiated on a per-customer contract basis. Please contact us for a quotation.
Don’t see what you’re looking for? No problem! One of the benefits of being an agile organization is that we can tailor support to customer-specific requirements. We can offer such additional capabilities as:
Simply contact us for further details and we’ll be glad to accommodate to the best of our abilities.
Hope this helps!