Large development organizations recognize the value of implementing open source software, but require the security provided by enterprise software support contracts. With over five years of experience delivering enterprise solutions that support the world’s largest Subversion implementations and core developers from the Apache Subversion project, as well as the other open source projects that deliver software included with uberSVN, WANdisco is uniquely qualified to deliver it.
WANdisco offers five levels of uberSVN support: Silver, Gold, Gold Plus, Platinum and Platinum Plus. See the table below and read why you should choose WANdisco for uberSVN support or read our blog post, “How to Choose an Open Source Support Provider.”
| Support Starter Pack | Pay-as-you-go | Specify a Timezone | Operational Hours | Included Hours | Ability to buy extra hours | Price |
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PDT, GMT, EDT |
9am - 5pm | 3 Hours |
$250/hr |
$500 |
| 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 | |
| Phone Support |
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| Email Support |
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| Named Support Contracts | 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* | 14 Hours | 16 Hours | 16 Hours | 7 Hours | 7 Hours | |
| Priority 3 - MEDIUM* | 72 Hours | 48 Hours | 48 Hours | 24 Hour | 24 Hour | |
| Priority 4 - LOW* | 10 Days | 7 Days | 7 Days | 5 Days | 24 Hours | |
| OPTIONS | ||||||
| Updates |
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| uberSVN Health Check |
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| Indemnification |
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| "Bug Buddy" |
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| 8 Hours of Free Consulting or Training |
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| PRICING | FREE WITH REGISTRATION CLICK HERE | $3,995.00 | $8,995.00 | $14,995.00 | $19,995.00 | $24,995.00 |
| Defect Tracker & Build Server | Request Information | Request Information | Request Information | Request Information | Request Information | |
| OPTIONAL BOLT-ONS | ||||||
 TortoiseSVN Support |
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 |
 Jenkins Support |
FREE WITH REGISTRATION |
Bolt-On +$2,995.00 |
Bolt-On +$5,695.00 |
Bolt-On +$8,995.00 |
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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.
WANdisco has a highly experienced team of core open source developers on staff. These individuals are members of the Apache Subversion community and the other open source communities that provide software used with the uberSVN platform. Some of these individuals have been working on Subversion and the other open source projects that provide software for the uberSVN platform since their inception. All of these individuals hold the status required within their respective open source communities to make changes to their project’s code base. This enables WANdisco to deliver critical fixes without delay.
The team is led by Branko Čibej, WANdisco's Director of open source. Branko Čibej joined the Apache Subversion project in May 2000 and has been an active member of the community since then, contributing the binary delta storage and the delta combination algorithm, and creating the initial port of Subversion to the Windows platform.
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 based 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.
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, or any other open source software available as part of the uberSVN platform. 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 uberSVN 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.
This service is available to customers who purchase a Platinum or Platinum Plus uberSVN Support Services Agreement. WANdisco’s support engineers access your uberSVN server(s) remotely from one of our support centers to review all components of your uberSVN platform implementation including 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.
The bug buddy is a named developer who has status in the Apache 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. The “bug buddy” also works closely with developers from
the other open source projects that deliver software used by the uberSVN Platform.
uberSVN Platform Platinum Plus support offers the option of choosing one free day of consulting, or 8 hours of free web-based training to help you get the most out of Subversion and uberSVN. 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.
Feature updates and patches for all of the uberSVN platform’s components are available automatically from WANdisco's update server.
WANdisco provides support for the most popular Subversion client software.
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.
Response times: Platinum - 1 hour, Gold - 2 hours, Silver - 4 hours
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.
Response times: Platinum - 8 hours, Gold - 16 hours, Silver - 24 hours
Priority 3 (Medium) - Loss of non-critical functionality. The customer can function and there are workarounds available. This includes documentation errors.
Response times: Platinum - 24 hours, Gold - 48 hours, Silver - 72 hours
Priority 4 (Low) - General use question or future enhancement request.
Response times: Platinum – 5 days, Gold – 7 days, Silver – 10 days
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