Phraseanet Support Agreement

Support contracts covering all the services needed to support your company.

Each contract is built on the same version of Software and the same source code and allows access to all existing applications and functions, without exceptions. The differences are based on the level of services and guarantees provided, which vary from one contract to another. Alchemy also offers a wide range of services for its partners and customers, to help them exploit the full performance of their Phraseanet solution

Phraseanet
Contract
CORPORATE

Phraseanet
Contract
ENTREPRISE

Phraseanet
Contract
PORTAIL

Guarantees
Bugs report Email Phone & mails Phone & mails
Procedures and deadlines Response within 4 hours Response within 4 hours Answer in the hour
Bugfix Blocking: 3 business days.
Non blocking: Version N+1
Blocking: 1 business days.
Non blocking: D+7
Blocking: 1 business days.
Non blocking: D+7
Covered bugs All All All
Life Cycle Warranty 1 year 2 years 2 years
Security alerts YES YES YES
Providing updates Available Distributed Distributed
Include support
Covered applications All All+
additional modules
All+
additional modules
Number of servers 1 1 Unlimited
Support time credit 60 min 300 min 10 hours
Price
1.800 €* / year 3.800 €* / year 7.800 €* / year
with 2 Servers
(1.000 €* for each
extra server)
* : exclusive of taxes.