diff --git a/config.toml b/config.toml index d10051c..a96a4a9 100644 --- a/config.toml +++ b/config.toml @@ -183,6 +183,7 @@ link = "js/bootstrap.min.js" # text is markdown +# N.B. hard-coded email urls found in tables on paid_support page [[params.email]] icon = "fa-solid fa-envelope fa-xl" link = "mailto:support@rockstor.com" diff --git a/content/paid_support.md b/content/paid_support.md index 14ced19..8b6d3de 100644 --- a/content/paid_support.md +++ b/content/paid_support.md @@ -9,39 +9,38 @@ aliases: {{< center-this >}} --- -#### **Service currently unavailable: awaiting an 'Incident-based Support subscription' membership tier in our [Open Collective](https://opencollective.com/the-rockstor-project) non-profit.** +#### **Service currently unavailable: we plan to add an 'Incident-based Support subscription' membership tier in our [Open Collective](https://opencollective.com/the-rockstor-project) non-profit.** --- {{< /center-this >}} ## Incident-based Support subscription -A Rockstor 'Incident-based Support subscription' is a *"Support included"* variant of our 'Stable Updates subscription' membership tier. +An **'Incident-based Support subscription'** is a ***"Support included"*** variant of our **'Stable Updates subscription'**. -Primarily intended for installs´ subscribed-to/running our [Stable Channel](https://rockstor.com/docs/update-channels/update_channels.html#stable-channel) releases 'Built on' non EOL openSUSE Leap. +Primarily intended for installs´ running our [Stable Channel](https://rockstor.com/docs/update-channels/update_channels.html#stable-channel) releases 'Built on' non EOL openSUSE Leap. Release Candidate (RC) [Testing Channel](https://rockstor.com/docs/update-channels/update_channels.html#testing-channel) installs may also be considered. -Our [downloadable]({{< relref dls.md >}}) installers are Stable or Release Candidate status. - -Targeted response time 48 hours, see below for details. +Our [downloadable]({{< relref dls.md >}}) installers use Stable or RC status 'rockstor' packages. A complement to your existing IT resources. **We are here to help** {{< bootstrap-table table_class="table table-bordered border-primary table-striped" >}} - --- | Details - --- | --- -**Valid duration:** | 1 year from date of purchase. -**Support via:** | Support Email, [Zulip](https://rockstor.zulipchat.com), [Mastodon](https://mastodon.world/@TheRockstorProject) Direct messages, planned forum group/PM. -**Support Language:** | English, Portuguese to follow in time. -**Response Time:** | 2 business days: cases prioritized by severity, we respond as quickly as possible. -**Service Availability:** | 8 AM to 6 PM (Europe/Lisbon) during weekdays, excluding Portugal holidays. +--- | Details +--- | --- +**Quantity:** | One incident per year per 'Incident-based Support subscription'/order. +**Cost:** | €240 + tax (if applicable) per subscription. +**Via:** | [Support Email](mailto:support@rockstor.com), [Zulip](https://rockstor.zulipchat.com), [Mastodon](https://mastodon.world/@TheRockstorProject) (PM/Direct Message only), or PM our 'paid_support' forum group: ‘Incident-based Support subscription’ membership order number & matching email required in all cases. +**Language:** | English, Portuguese to follow in time. +**Response Time:** | Within 2 business days. +**Availability:** | During weekdays, excluding Portugal holidays. {{< /bootstrap-table >}} -Before purchasing an 'Incident-based Support subscription', consider taking full advantage of our extensive [documentation](/docs/) and our friendly [community forum](https://forum.rockstor.com/). +Also consider our extensive [documentation](/docs/) and our friendly [community forum](https://forum.rockstor.com/). {{< button label="Documentation" link="/docs/" >}} {{< button label="Community Forum" link="https://forum.rockstor.com/" >}} @@ -53,12 +52,12 @@ Before purchasing an 'Incident-based Support subscription', consider taking full Question | Answer --- | --- -**How much do you charge for Rockstor support?** | Support is charged on a per incident basis, expected relaunch price €240 + tax (if applicable) per incident. -**How is an incident defined?** | An incident is defined as a question relating to a specific, discrete issue, and may involve several interactions with support prior to that issue's resolution. -**What is not an incident?** | If your issue is caused by a Rockstor package software bug then there is no charge. In this case we will be prioritising the related bugfix. -**How do I contact you for paid support?** | Email support with your Open Collective 'Incident-based Support subscription' membership tier order number. -**Can I get a refund on unused incidents?** | We do not provide refunds on 'Incident-based Support subscriptions'. -**How quickly do you respond to my paid support request?** | 'Incident-based Support' requests are regularly monitored and we strive to respond as quickly as possible. Realistically, first response may be within 4-12 hours, depending on time zone. +**Incident definition?** | An incident is a question relating to a specific, discrete issue, and may involve several interactions with the support service to achieve resolution. +**Incident waiver?** | If your issue uncovers, or confirms, a 'rockstor' package bug, your Support Incident is considered unused. In this case we will be prioritising the related bugfix. +**Refund policy?** | The latest payment of either an 'Incident-based Support subscription' or a 'Stable Updates subscription', can be refunded for the EU mandated 14 day cooling-off period. +**I already have a Stable Updates subscription?** | [Support Email](mailto:support@rockstor.com) can transfer an existing 'Stable Updates subscription' Computer/activation-code, to a purchased 'Incident-based Support subscription'. You can then cancel your "Stable Updates subscription" via Open Collective. +**Can I revert to a 'Stable Updates subscription?** | Yes, the procedure is the reverse of the last answer. +**What if I need additional support incidents?** | Each 'Incident-based Support subscription' covers one incident & 1 year's Stable Updates subscription. You can ignore automated Appliance ID request emails if you only need the support incident. {{< /bootstrap-table >}}