Maintenance and support offers of uib

Content

Overview

Taking advanting of an opsi maintenance and support contract

Introducing the different support levels

Support

Patchmanagement Subscriptions

Server administration

opsi special editions

Overview

All offers are based on the the general contract conditions of uib.

Prices refer to standard installations. Please contact us for prices for other configurations or special wishes.

The following description of standard support offers may be downloaded as well as a pdf file

1. Taking advanting of an opsi maintenance and support contract

The characteristics of any desktop management software (like opsi) are:

• It is used by system admins with a limited amount of time and money

• The learning curve takes several days

• Huge time saving potential when in operation

• Critical when breakdowns and malfunctions occur

• The software system requires maintenance to stay up-to-date for distributing recent software packages

• The software system requires maintenance to support new operating systems (installation as well as software distribution)

• The software system requires maintenance to integrate the latest hardware (new or updated drivers)

Therefore:

• Though you obtain a desktop management software for free - installing, introducing and operating the system produces costs.

• The most economical solution for the introduction of opsi is to provide workshops and training for the administrators.

• The most economical solution for a continuous operation of opsi will be based on a support and maintenance contract with uib gmbh.

2. Introducing the different support levels

opsi support is available at three levels:

• Community level:
  Support for all base functions

• Professional level:
  Support for all functions,
  enhanced support conditions

• Enterprise level: Support for all functions,
  enhanced support conditions

The following table shows the features of the three support levels

Please note that the support level not include access to opsi modules which are at co-funding at the moment (like e.g. license management). These modules have to be ordered separately.

3. Support

3.1. Common Terms and Conditions

The following terms and conditions as well as the pricing are valid per end customer and standard installation. Please contact us for the special pricing for consultants and special installations. All prices are exclusive VAT.

Our support services cover questions regarding opsi as well as technical questions regarding the operating systems Linux, Windows and network technology.

The minimal duration of the support and maintenance contracts and subscriptions is one year. The period of notice is 3 months.

The reaction time is one working day (monday to friday excl. German public holiday days).

3.2. For Free: Web Support Forum with opsi.org

The use of the opsi web forum is open for everybody and free of charge.

In the support forum the opsi community generously supplies answers to all questions regarding opsi. Additional free support is supplied by uib gmbh for evaluation installations of opsi.
uib gmbh supplies no free of charge support for production installations of opsi.

3.3. Opsi Introduction

3.3.1. Workshop

To introduce opsi to your organisation we recommend:

• A 2-days workshop at your site (in house workshop)

  Pricing:

• 1.000 € per day plus travel and expenses
  

3.3.2. Introductary Support Package

As an alternative to the in house workshop we offer the Introductary Support Package:

• A total of 8 h phone and email support

• Access period is 2 months

• Bookable once per end customer

Pricing:

• 720 € once

• Additional support time 1.50 € per minute (90 € per hour)

3.4. Minimal Support

3.4.1. Services

• Free phone and email support for opsi updates within an opsi release

• Support only at community level

• Support time of 25 minutes per month included

• Remaining (unused) support time cannot be transferred to the following month and will be used for product maintainance.

3.4.2. Pricing

• 50 € per month

• Additional support time 1.80 € per minute (108 € per hour)

3.5. Standard Support

3.5.1. Services

• Free phone and email support for opsi updates within an opsi release

• Support only at community level

• Support time of 64 minutes per month included

• Remaining (unused) support time cannot be transferred to the following month and will be used for product maintainance.

3.5.2. Pricing

• 100 € per month

• Additional support time 1.60 € per minute (96 € per hour)

3.6. Professional Support

3.6.1. Services

• Free phone and email support for opsi updates within an opsi release

• Support at community + professional level

• Support time of 200 minutes (3,3h) per month included

• Remaining (unused) support time cannot be transferred to the following month and will be used for product maintainance.

3.6.2. Pricing

• 400 € per month for the first 6 months

• 300 € per month follow up price (when there was no break of a professional support contract resp. following an Introductionary Support Package and/or Workshop)

• Additional support time 1.50 € per minute (90 € per hour)

3.7. Enterprise Support and Maintenance

3.7.1. Services

• Free phone and email support for opsi updates within an opsi release

• Support at all levels

• Support time of 900 minutes (15h) per 3 month included

• Remaining (unused) support time cannot be transferred to the following 3 month and will be used for product maintainance.

3.7.2. Pricing

• 550 € per month for the first 6 months

• 420 € per month follow up price (when there was no break of a professional support contract resp. following an Introductionary Support Package and/or Workshop)

• Additional support time 1.40 € per minute (84 € per hour)

3.8. Administration of remote access / VPN

• A remote access to the server simplifies support activities tremendously.

• SSH based access can be established on the fly and on a basis of a regular support request.

• VPN based access requires an extended installation effort and has to be maintained and administered.
  This causes additional costs of 30 € per month

3.9. Support CallByCall / AdHoc

3.9.1. Services

• Phone and Email Support
• Support only at community level
• Support for opsi-Special-Editions

3.9.2. Pricing

• 150 € per started hour

3.10. Subscriptions

3.10.1. Update Subscription for 'MS-Windows Service Packs and
Hotfixes' (English language versions)

Regular updates for the products:

• ms-servicepack (service packs for Windows 2000 Professional and Windows XP Professional)

• ms-hotfix (hotfixes for Windows 2000 Professional and Windows XP Professional)

The updates will be provided within 3 working days after Microsoft's publication of important and critical patches and delivered via download area (restricted access).

Pricing: 80 € per month

3.10.2. Update Subscription for the opsi standard packets

Regular updates for the products:

• Flashplayer

• Adobe Reader

• Sun Java VM

The updates will be provided within 2 working weeks after manufacturer's release. For critical security patches the opsi packet will be provided within 1 working week after the patch release.

Pricing: 20 € per month

3.11. Server administration

We take care of your opsi depot server including these services:

• Installation of security OS updates

• Installation of opsi updates

• Installation of updates from subscription

• Installation of and support for opsi upgrades

• Inspection of file systems and log files on a regular basis

• Administration of a VPN access inclusive

• Subscription for MS Hotfixes and opsi standard packets inclusive

• Requirement:
  Only available with a Support and Maintenace Contract

  Pricing: 500 € per month

4. opsi special editions

4.1. Maintenance of Special Editions of opsi

Beside the standard edition of opsi we also manufacture special editions for other target systems as e.g. the Univention Corporate Server (UCS). These target systems add value in the business use, which can be enriched by combining and integrating them with opsi.

4.2. Provision of Proven and Certified Installation Packages

For such target systems we collaborate with the respective manufacturers to develop installation and update packages, which are proven and certified by the manufacturer.

With a maintenance contract you get access to the restricted download area for these packages.

4.3. Maintenance of the integration with the target systems

The target systems usually have a specialised GUI and data management. Goal of the opsi special edition is a seamless integration into the GUI and data management of the target system to provide an ease of use.

4.4. Maintenance due to further development of the target systems

Not only opsi is developing, also the target systems will develop.

Due to a close partnership with the manufacturers of the target systems we test opsi against the latest versions of the target systems and adapt the integration of opsi if needed.

Support for our special edition you get via Professional Support or CallByCall Support Contract

Client packs for Software Maintenance opsi special editions: