AppThena Support Plans

Summary

Free Support

You do not need to buy a support plan to use the publicly accessible parts of this website. This includes documentation, FAQs, forums etc.

We are always grateful to receive bug reports for current versions of AppThena. You do not need a support plan in order to report bugs but we are unable to provide you with work-arounds or other advice on dealing with the fault unless you do. Any fixes resulting from your bug report will be included in the normal release cycle.

Paid Support

Paid support plans allow you to contact Glass Paw's for help during UK business hours.

You must have a suitable runtime licence before you can buy support. This includes the free "Test" licence but not the "Development" licence which is included in the download. We will be happy to provide you with a "Test" licence if necessary.

If your support plan includes the "Hot Fix" service then we will provide you with patches to solve any serious bugs that you encounter. These patches will be provided in addition to any publicly available patches or service releases.

If your support plan includes the "Code Review" service then we will review code that you have written on request. The scope of the review is limited to your use of the AppThena API and the effects of your database design on AppThena. The review will include comments on best practices, performance and correctness.

Development Contracts

We will be happy to help you to design and build your application if you wish. We can take on the whole project or just build parts of it for you such as customised actions, views and event handlers.

Development contracts are available on either a "pay as you go" or a fixed price basis. Please for a quote.

Support Plans

Support Plan Summary

All support plans include e-mail support. The address is . We will answer your e-mail answered during UK business hours.

Telephone support is available from 9 a.m. to 5 p.m. Monday to Friday, UK time excluding English bank holidays. We regret that we are unable to provide 24x7 telephone support at this time. This service is not included with the Bronze plan.

The maximum number of incidents specifies the number of individual faults or queries that you raise. It does not limit the number of times that you may contact us regarding each incident. If you reach the maximum number of incidents then you must purchase another support plan before you can raise any more incidents. We will continue to work on your existing incidents unless you hit the "effort cap".

The "effort cap" specifies the maximum amount of time that our staff can devote to an individual support plan over the course of a year or month. This cap is designed to be higher than the amount that most customers require. If you reach the cap then you must purchase another support plan before you can request additional support.

Please see the purchase page for current prices.

Plan Phone Access Max Incidents Usage Cap Hot Fixes Code Reviews
Bronze Not available 3 per year 1 day per year No No
Silver UK Business Hours 5 per month 2 days per month
12 days per year
No No
Gold UK Business Hours unlimited 24 days per year Yes Yes