Technical detail
IBM Technical support teams deliver optional fee-based support for WebSphere Application Server Community Edition as an annual subscription. The support subscriptions are priced on a per-socket basis with no limits on the number of cores per socket. The support options include entry and elite. Technical support is delivered in English only.
Technical Support: Trusted Support From IBM to Flexibly Meet Your Needs at Highly Competitive Prices
| - | Entry Support | Elite Support |
|---|---|---|
| Availability | Worldwide | Worldwide |
| Support Hours | 8am-5pm Mon-Fri | 24x7x365 |
| Voice Submission Hotline | No | Yes |
| Electronic Submission | Yes | Yes |
| Response Time | 8 business hours | 2 business hours |
| Technical Support Incident Limit | Unlimited | Unlimited |
| Technical Contacts | 1 | Unlimited |
Developer Assistance: Expert Peer Advice For Your Developers
| - | Entry Support | Elite Support |
|---|---|---|
| Developer Assistance Incidents for Application Design, Configuration & Tuning | 0 | 5 |
| Expert Development Assistance | No | Yes |
| Application Design & Architecture Assistance | No | Yes |
| Deployment and Configuration Assistance | No | Yes |
| Performance Tuning Assistance | No | Yes |
Defect Resolution: Take Advantage of IBM's Technical Resources to Quickly Address Defects
| - | Entry Support | Elite Support |
|---|---|---|
| Defect Submissions Tracked Online | Yes | Yes |
| Defect Patch Fixes Available Online | Yes | Yes |
| Critical Defect Workaround Development | Yes | Yes |
| Defect Fixes Submitted to Applicable Community Projects | Yes | Yes |
| Back Porting Current Defect Fixes to Supported Versions | Yes | Yes |
Learning & Self Service: Leverage the Breadth of IBM Resources
| - | Entry Support | Elite Support |
|---|---|---|
| Online Documentation | Yes | Yes |
| Access to Technical Content on IBM developerWorks | Yes | Yes |
| Access to Support Forums on IBM developerWorks | Yes | Yes |
| Access to Relevant IBM developerWorks Newsletters | Yes | Yes |
| Access to IBM developerWorks Webcasts and Events | Yes | Yes |
| Professional Services Offerings Available (Additional Charge) | Yes | Yes |
Pricing: Highly Competitive Prices Lower Barriers to Entry
| - | Entry Support | Elite Support |
|---|---|---|
| Priced on a Per-Socket basis (Up to 4 CPUs per Server) | Yes | Yes |
Note: Elite support contract holders are entitled to support for IBM HTTP Server v7 (or later) for webtier clustering.