CloudForge Support Plans

Community Bronze Gold Platinum

CloudForge Enterprise

Available With Free Standard Professional Professional Enterprise
Cost Included Included Included Contact Us Silver, Gold, Platinum
available
Support Service Level Agreements
Incident Response Time  Community Support Only Up to 2 Days 4 Hours 1 Hour 1 Hour
Monthly Support Cases   2 Unlimited Unlimited Unlimited
Emergency Phone & Live Chat (24x7) ×     × × ×
Standard Phone & Live Chat (24x7)       × ×
Weekend Case Response       × ×
Designated Support Contact ×       × ×

Other Services

Personalized Onboarding     × × ×
Custom Terms of Service       × ×

Network Performance

24x7 System Monitoring × × × × ×
99.9% Uptime SLA     × × ×
High Load Performance     × × ×
Disaster Recovery & Failover     × × ×

Other Resources

Support Community and Knowledgebase × × × × ×

Support Information

Emergency Phone & Live Chat (24x7)

In case of an emergency situation which has a crippling effect on customers’ business the customer can reach CollabNet Support through support hotline or Live chat system to get immediate assistance. An emergency can be one of the following:

  • Failed server response or the performance degradation to unusable level
  • Multiple users cannot access the production servers
  • A security threat has been identified

Designated Support Contact

A designated support engineer is assigned to monitor, coordinate with required resources and ensure your cases are handled seamlessly. This will be the one resource you can depend on to get a status update on your current open cases.