Maintenance and support offers of uib

Content

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 advantage 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 two levels:

base-level:
Support only for base functions
full-level:
Support for all opsi functions,

The following table shows the features of the two 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.

Feature / Service	base-level	full-level
OS installation (Win2k-2003)	+	+
OS installation Vista / Win7	+	+
Software deployment (Win2k-2003)	+	+
Software deployment (Vista / Win7)	+	+
Hard- and software inventories	+	+
Support für RPM-based opsi-Server	-	+
License management	-	+
WAN support (projected)	-	+
LDAP backend support	-	+
Multi depot share extension	-	+
MySQL-backend with history for inventories	-	+
MySQL-backend for configuration data (projected)	-	+
Treeview (projected)	-	+
opsi4ucs	-	+

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 organization we recommend:

A 3-days workshop at your site (in house workshop)

Pricing:

1.000 € per day plus travel and expenses

3.3.2. Introductory support package

As an alternative to the in house workshop we offer the introductory support package:

A total of 8 h phone and email support
Access period is 2 months
Bookable once per end customer

Pricing:

768 € once
Additional support time 1.60 € per minute (96 € per hour)

3.4. Minimal support

3.4.1. Services

Phone and email support
Support only for base level
Support time of 24 minutes per month included
Remaining (unused) support time cannot be transferred to the following month and will be used for product maintenance.

3.4.2. Pricing

66 € per month for the first half year
50 € per month follow up price (when there was no break of a professional support contract resp. following an introductory support package and/or workshop)
Additional support time 1.96 € per minute (117.60 € per hour)

3.5. Professional

3.5.1. Services

Phone and email support
Support for all opsi functions (full level)
opsi maintenance
Support time of 55 minutes per month included
Remaining (unused) support time cannot be transferred to the following month and will be used for product maintenance.

3.5.2. Pricing

133 € per month
100 € per month follow up price (when there was no break of a professional support contract resp. following an introductory support package and/or workshop)
Additional support time 1.82 € per minute (109.20 € per hour)

3.6. Professional plus

3.6.1. Services

Phone and email support
Support for all opsi functions (full level)
opsi maintenance
Support time of 120 minutes per month included
Remaining (unused) support time cannot be transferred to the following month and will be used for product maintenance.

3.6.2. Pricing

266 € per month for the first 6 months
200 € per month follow up price (when there was no break of a professional support contract resp. following an introductory support package and/or workshop)
Additional support time 1.68 € per minute (100.80 € per hour)

3.7. Enterprise

3.7.1. Services

Phone and email support
Support for all opsi functions (full level)
opsi maintenance
Support time of 600 minutes (10 h) per 3 months included
Remaining (unused) support time cannot be transferred to the following quater and will be used for product maintenance.

3.7.2. 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 introductory support package and/or workshop)
Additional support time 1.54 € per minute (92.40 € per hour)

3.8. Enterprise plus

3.8.1. Services

Phone and email support
Support for all opsi functions (full level)
opsi maintenance
Support time of 900 minutes (15 h) per 3 months included
Remaining (unused) support time cannot be transferred to the following quater and will be used for product maintenance.

3.8.2. 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 introductory support package and/or workshop)
Additional support time 1.40 € per minute (84 € per hour)

3.9. 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

3.10. Support CallByCall / AdHoc

3.10.1. Services

Phone and email support

150 € single charge

150 € per hour

we charge every started half hour

3.11. Subscriptions

3.11.1. Update subscription for 'MS-Windows service packs and
hotfixes'

Regular updates for the products:

ms-servicepack (servicepacks for Windows XP Professional till 2008-R2)
ms-hotfix (hotfixes for Windows XP Professional till 2008-R2)

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: 360 € per year (30 € monthly)

For every language an own subscription shall be contracted.

It is not allowed to share subscriptions with someone else.

3.11.2. Update subscription for the opsi standard packets