Technical detail
IBM Technical support teams deliver optional fee-based support for WebSphere Application Server Community Edition as an annual subscription, priced per server. The three tiers of support include entry, enhanced and elite. Technical support is delivered in English only.
Tiered Support offerings
| - | Entry Support | Enhanced Support | Elite Support |
|---|---|---|---|
| Availability | Worldwide | Worldwide | Worldwide |
| Support Hours | 8am-5pm Mon-Fri | 8am-5pm Mon-Fri | 24x7x365 |
| Voice Submission Hotline | No | Yes | Yes |
| Electronic Submission | Yes | Yes | Yes |
| Response Time | 8 business hours | 4 business hours | 2 business hours |
| Technical Support Incident Limit | Unlimited | Unlimited | Unlimited |
| Technical Contacts | 1 | 2 | Unlimited |
| - | Entry Support | Enhanced Support | Elite Support |
|---|---|---|---|
| Developer Assistance Incidents for Application Design, Configuration & Tuning | 0 | 3 | 5 |
| Expert Development Assistance | No | Yes | Yes |
| Application Design & Architecture Assistance | No | Yes | Yes |
| Deployment and Configuration Assistance | No | Yes | Yes |
| Performance Tuning Assistance | No | Yes | Yes |
| - | Entry Support | Enhanced Support | Elite Support |
|---|---|---|---|
| Defect Submissions Tracked Online | Yes | Yes | Yes |
| Defect Patch Fixes Available Online | Yes | Yes | Yes |
| Critical Defect Workaround Development | Yes | Yes | Yes |
| Defect Fixes Submitted to Applicable Community Projects | Yes | Yes | Yes |
| Back Porting Current Defect Fixes to Supported Versions | Yes | Yes | Yes |
| - | Entry Support | Enhanced Support | Elite Support |
|---|---|---|---|
| Online Documentation | Yes | Yes | Yes |
| Access to Technical Content on IBM developerWorks | Yes | Yes | Yes |
| Access to Support Forums on IBM developerWorks | Yes | Yes | Yes |
| Access to Relevant IBM developerWorks Newsletters | Yes | Yes | Yes |
| Access to IBM developerWorks Webcasts and Events | Yes | Yes | Yes |
| Professional Services Offerings Available (Additional Charge) | Yes | Yes | Yes |
| - | Entry Support | Enhanced Support | Elite Support |
|---|---|---|---|
| Per Server Pricing (Up to 4 CPUs per Server) | Yes | Yes | Yes |
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