Subversion Open Source Support

Many large organizations recognize the value of open source solutions such as Subversion, but require the security provided by a commercial software vendor’s support contract. With core developers from the project on staff and solutions that support the world’s largest Subversion implementations, WANdisco is uniquely qualified to deliver the enterprise-class support services that these organizations expect to eliminate the risks of implementing an open source solution such as Subversion from both a business continuity as well as a legal perspective. We offer indemnification coverage that protects our customers from intellectual property claims that can arise from the use of open source software.

WANdisco offers four levels of Subversion support: Silver, Gold, Platinum and Platinum Plus. See the table below and read why you should choose WANdisco for your Subversion support.

PDF Version	Community	Silver	Gold	Platinum	Platinum Plus
PROBLEM RESOLUTION
Support Hours		8 x 5 Choose Pacific Time or GMT	24 x 5 Choose Pacific Time or GMT	24 x 7	24 x 7
Online Case Tracking		24 x 7	24 x 7	24 x 7	24 x 7
Phone Support
Email Support
Certified Binaries	Free Download	Free Download	Free Download	Free Download	Free Download
Named Support Contacts		2	5	10	10
Case Allotment		80	150	Unlimited	Unlimited
GUARANTEED RESPONSE TIMES
Priority 1 - CRITICAL*		4 hrs	2 hrs	1 hr	1 hr
Priority 2 - HIGH*		24 hrs	16 hrs	7 hrs	7 hrs
Priority 3 - MEDIUM*		72 hrs	48 hrs	24 hrs	24 hrs
Priority 4 - LOW*		10 days	7 days	5 days	24 hrs
OPTIONS
Upgrades
Indemnification
Subversion System Health Check
"Bug Buddy"
Access Control
Pricing	FREE with registration Click Here	$3,995.00	$8,995.00	$19,995.00	$24,995.00

Why Choose WANdisco for Subversion Support?

We Support the World’s Largest Subversion Implementations

For over five years, WANdisco’s software has supported the world’s largest Subversion implementations, with as many as 40,000 users and 2,500 Subversion repositories in a single organization.

We Have Long-Term, Experienced Core Subversion Developers On Staff

WANdisco has a highly experienced team of core Subversion developers on staff who are members of the Subversion community. Some of these individuals have been working on Subversion since its inception and all of them hold the status required within the community to make changes to the Subversion code base. This enables us to deliver critical fixes without delay.

The team is led by Hyrum Wright, WANdisco’s Director of Open Source. Hyrum is the former president of the Subversion Corporation and has been the release manager for Subversion since early 2008.

Global Coverage From the United States and Europe

Our support centers are located in our offices in San Ramon, California and Sheffield, UK. All of our support staff are highly motivated full-time employees of WANdisco, based out of these offices. We do not subcontract to third parties located in countries where costs are low, or intellectual property rights are not fully protected. This enables us to provide secure, high quality live support to our customers located anywhere in the world, during their normal business hours, as well as on a 24-by-7 basis.

Giving Back to the Subversion Community

The profits from Subversion support contracts purchased from WANdisco go directly into the continuing development and enhancement of Subversion and help support the activities of the Subversion community.

Indemnification Coverage

In addition to the many benefits of using open source software, there can also be the risk of exposure to intellectual property claims. WANdisco’s indemnification coverage provides protection in the event that a third party files an intellectual property claim against your company based on the use of Subversion open source software obtained from WANdisco. Protection is provided against four types of intellectual property infringements: patents, trademarks, trade secrets, and copyrights.

Subject to the terms specified in the contract, WANdisco covers repair, replacement, legal expenses and damages up to a limit of four times the value of the Subversion Support Services Agreement. Claims are subject to the terms and conditions of the agreement. Indemnification coverage is only available with WANdisco’s Platinum and Platinum Plus support contracts.

Subversion System Health Check

This service is available to customers who purchase a Platinum or Platinum Plus Subversion Support Services Agreement. WANdisco’s support engineers access your Subversion server remotely from one of our support centers to review your hardware, software, and network configuration to identify potential performance bottlenecks and other areas of risk. We will provide a report of our findings and make recommendations for changes we believe will be beneficial.

“Bug Buddy”

The bug buddy is a named Subversion developer who has status in the Subversion open source community to make changes to Subversion's code base.  The bug buddy provides : (1) a single point of contact  for your priority one support issues who will manage them until they are resolved ; and (2) an advocate within the Subversion open source community who can champion your requests for enhancements to Subversion to be made available in future releases.

Complete Access Control and Audit Capabilities for Subversion

Subversion Access Control provides full authorization, authentication, access control and audit capabilities that go well beyond what Subversion provides on its own. Administrators can implement and maintain the most complex security policies with minimal effort. Valuable intellectual property is protected and a complete audit trail is provided, insuring compliance with SOX and other regulatory requirements.

Update Server

Feature updates and patches for the Subversion binaries obtained from WANdisco are available automatically from WANdisco's update server.

WANdisco Open Source Subversion or Community Open Source Subversion?

WANdisco provides support for both versions of Subversion software and the pricing is the same for each support level. However, if you obtain your Subversion source code or any fixes from a source other than WANdisco, indemnification is not included.

Subversion Client Support

WANdisco provides support for the most popular Subversion client software.

Priority Definitions

Priority 1 (Critical) — The customer's production system is down or not functioning.  The customer has experienced loss of production data and no workaround is possible.

Priority 2 (High) — The customer's system is functioning in a severely reduced capacity.  The problem is causing significant impact to the customer’s operations and productivity.  Customer’s system is exposed to a potential loss of data or interruption of service.

Priority 3 (Medium) — Loss of non-critical functionality.  The customer can function and there are workarounds available.  This includes documentation errors.

Priority 4 (Low) — General use question or future enhancement request.