From ca14392debe0ccb0c3fc0b91bf5d94954ae1d69c Mon Sep 17 00:00:00 2001 From: Philip Guyton Date: Tue, 14 May 2024 19:56:34 +0100 Subject: [PATCH 1/3] Rename "Commercial Support" to "Paid Support" #80 Simplify/update wording regarding our planned relaunch of the 'Incident-based Support subscription'. Present as a "Support included" variant of our existing 'Stable Updates subscription' membership tier. Incidental changes: - Proposed relaunch cost revision. - Update website copyright notice. - Add Hugo page alias re our prior "/commercial_support.html" url. --- config.toml | 6 +-- content/commercial_support.md | 82 ----------------------------------- content/paid_support.md | 65 +++++++++++++++++++++++++++ 3 files changed, 68 insertions(+), 85 deletions(-) delete mode 100644 content/commercial_support.md create mode 100644 content/paid_support.md diff --git a/config.toml b/config.toml index dfdbf8b..d10051c 100644 --- a/config.toml +++ b/config.toml @@ -92,8 +92,8 @@ hasChildren = true [[menu.main]] parent = "Resources" - name = "Commercial Support" - PageRef = "commercial_support.md" + name = "Paid Support" + PageRef = "paid_support.md" weight = 6 [[menu.main]] @@ -155,7 +155,7 @@ downloadsserver = "https://rockstor.com/" logo = "images/rockstorlogo-font2.png" author = "See: AUTHORS file." # Website copyright notice (markdownify) -copyright = "Copyright © 2023 Rockstor inc." +copyright = "Copyright © 2024 The Rockstor Project" # use lowercase version of frontmatter os downloads_os_order = ["leap15.4", "tumbleweed", "leap15.3", "diy", "rpm", "centos7.1511"] diff --git a/content/commercial_support.md b/content/commercial_support.md deleted file mode 100644 index 0848b6b..0000000 --- a/content/commercial_support.md +++ /dev/null @@ -1,82 +0,0 @@ ---- -title: "Commercial Support" -date: 2021-10-08T18:55:30+01:00 -draft: false ---- -### **Professional help, directly from the developers** -{{< center-this >}} - ---- - -## Incident based support currently unavailable - -#### We are arranging a new fiscal setup before reinstating this service. - -#### Apologies for any inconvenience. - -##### Our [downloadable]({{< relref dls.md >}}) installers are Stable or Release Candidate status. - ---- - -Purchase Rockstor support for direct access to our engineers. -Targeted response time 48 hours, see support FAQ below. - -We aim to: complement your existing IT resources, and minimise down time. - -**We are here to help** - -{{< /center-this >}} - -## Support Subscription - -A Rockstor Incident-Based support subscription is a flexible pay-as-you-go add-on for [Stable Channel](https://rockstor.com/docs/update-channels/update_channels.html#stable-channel) subscribers. -An incident is defined as a question relating to a specific, discrete issue, and may involve several interactions with the Rockstor team prior to that issue's resolution. - -Example incidents: - -- Custom configuration or package install. -- Help with deployment and monitoring setup. -- Help with performance troubleshooting. - -{{< bootstrap-table table_class="table table-bordered border-primary table-striped" >}} - - --- | Details - --- | --- -**Valid duration:** | 1 year from date of purchase. -**Support via:** | Email, [Zulip](https://rockstor.zulipchat.com), and [Mastodon](https://mastodon.world/@TheRockstorProject) Direct messages. -**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. - -{{< /bootstrap-table >}} - - -Before purchasing an Incident-Based support subscription, please take full advantage of 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/" >}} - ---- - -## Support FAQ -{{< bootstrap-table table_class="table table-bordered border-primary table-striped" >}} - -Question | Answer ---- | --- -**How much do you charge for Rockstor support?** | Support is charged on a per incident basis, expected re-launch price €99 + 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 the Rockstor team to reach a 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 prioritising the related bugfix. -**How do I contact you for commercial support?** | Email support and request commercial support. -**Can I purchase support by the hour?** | We do provide professional services for more complex projects, custom development, or integration work. Please email support with your inquiry. -**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 commercial support request?** | Commercial 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. - -{{< /bootstrap-table >}} - -## Professional services - -Need support for a complex project? -Let Rockstor engineers help you. -We provide design, development, and deployment services to help at any stage of your project. - -Email us to get started. {{< mailto >}} \ No newline at end of file diff --git a/content/paid_support.md b/content/paid_support.md new file mode 100644 index 0000000..be56756 --- /dev/null +++ b/content/paid_support.md @@ -0,0 +1,65 @@ +--- +title: "Paid Support" +date: 2021-10-08T18:55:30+01:00 +draft: false +aliases: +- /commercial_support.html +--- +### **Professional help, directly from Rockstor developers & contributors** +{{< 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.** +--- + +{{< /center-this >}} + +## Incident-based Support subscription + +A Rockstor 'Incident-based Support subscription' is a *"Support included"* variant of our 'Stable Updates subscription' membership tier. + +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. + +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. + +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. + +{{< /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/). + +{{< button label="Documentation" link="/docs/" >}} +{{< button label="Community Forum" link="https://forum.rockstor.com/" >}} + +--- + +## Support FAQ +{{< bootstrap-table table_class="table table-bordered border-primary table-striped" >}} + +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 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. + +{{< /bootstrap-table >}} + +{{< mailto >}} \ No newline at end of file From a3e9906ab4f9d8e2c96ec6c915e72644ab09c5fe Mon Sep 17 00:00:00 2001 From: Philip Guyton Date: Thu, 16 May 2024 08:10:25 +0100 Subject: [PATCH 2/3] grammatical correction re incident definition #80 Co-authored-by: Hooverdan96 <35113775+Hooverdan96@users.noreply.github.com> --- content/paid_support.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/content/paid_support.md b/content/paid_support.md index be56756..14ced19 100644 --- a/content/paid_support.md +++ b/content/paid_support.md @@ -55,7 +55,7 @@ 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 prioritising the related bugfix. +**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. From cd21dfd4999f9d8cc2e224716ddb918366a73273 Mon Sep 17 00:00:00 2001 From: Philip Guyton Date: Thu, 16 May 2024 18:24:32 +0100 Subject: [PATCH 3/3] Further rewording/reformatting - Paid Support page #80 Post review suggestions added and further simplification re redundancy and clarification. --- config.toml | 1 + content/paid_support.md | 39 +++++++++++++++++++-------------------- 2 files changed, 20 insertions(+), 20 deletions(-) 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 >}}