The term Sherpa is an unfamiliar one in the software world but we thought it was quite befitting of our support engineers. You see, the difference between a beach lifeguard for example and a Sherpa, is that a Sherpa doesn’t just wait around and then react to someone’s cry for help but rather they serve as an expert guide and member of a team who is moving towards a particular goal. A Sherpa’s job is to guide and support an expedition in such a way as to prevent its members from getting into trouble in the first place. Read more
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At WANdisco, we believe our Support Engineers are the Sherpas of Source Control Management. A WANdisco SCM support contract isn’t just about responding to direct problems, its about helping and guiding a customer to get the best out of their Subversion and Git implementation.. With camps around the globe, we’re well acclimatized and positioned in order to give our customers the best possible coverage.
In addition to our experience-hardened Sherpas, WANdisco offers a number of other benefits to our support customers, which include:
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Community | Silver | Gold | Gold Plus | 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 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 | 24 x 7 | |
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| Certified Subversion Binaries |
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| Named Support Contacts | 2 | 5 | 5 | 10 | 10 | |
| Case Allotment | 80 | 150 | 150 | Unlimited | Unlimited | |
| GUARANTEED RESPONSE TIMES | ||||||
| Priority 1 - CRITICAL* | 4 Hours | 2 Hours | 2 Hours | 1 Hour | 1 Hour | |
| Priority 2 - HIGH* | 24 Hours | 16 Hours | 16 Hours | 7 Hours | 7 Hours | |
| Priority 3 - MEDIUM* | 72 Hours | 48 Hours | 48 Hours | 24 Hours | 24 Hours | |
| Priority 4 - LOW* | 10 Days | 7 Days | 7 Days | 5 Days | 24 Hours | |
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| Pricing |
FREE with registration Click Here |
$3,995.00 | $8,995.00 | $14,495.00 | $19,995.00 | $24,995.00 |
 TortoiseSVN Support
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FREE with registration Click Here |
Bolt-On +$995.00 |
Bolt-On +$1,995.00 |
Bolt-On +$1,995.00 |
Bolt-On +$2,995.00 |
Bolt-On +$3,995.00 |
| Multi Year Subversion Support Contracts | ||||||
| Year 2 | 5% discount on year one price | |||||
| Year 3 | 10% discount on year one price | |||||
| Year 4+ | 15% discount on year one price | |||||
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.
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.
Certified Subversion Binaries
WANdisco's certified Subversion open source software is a complete, fully tested version of Subversion based on the most recent, stable release, including the latest fixes. The software is backed by our dedicated team of Subversion development, QA and support professionals focused exclusively on delivering the highest quality version of the software. Our developers have been involved in the Subversion open source project since its inception and have the status within the community to make changes to Subversion's code base. This ensures fast delivery of fixes and enhancements. The team is led by Hyrum Wright, WANdisco's Director of Open Source. Hyrum is president of the Subversion Corporation and has been the release manager for Subversion since early 2008.
Update Server
Feature updates and patches for the Subversion binaries obtained from WANdisco are available automatically from WANdisco's update server.
Complete Access Control and Audit Capabilities for Subversion
Not only are we offering the best Subversion support in the market but you also get peace of mind in the knowledge that you have full authorization, authentication, access control and audit capabilities that go well beyond what Subversion provides on its own. There’s no hand cranking Apache Authz files in a text editor – we provide an easy-to-use, point-and-click interface enabling you to 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.
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 Gold Plus, 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.
"8 Hours of Free Consulting or Training"
Subversion Platinum Plus support offers the option of choosing one free day of Subversion consulting, or 8 hours of free web-based training to help you get the most out of Subversion. Your free consulting day can be put toward our standard consulting packages or focus on specific requirements such as hook script development, performance, backup and recovery, or security.
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.
WANdisco also provides support for the widely used TortoiseSVN client.
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.
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