Support Plan Overview
The following table identifies the major features of each standard Support Plan. Please note we have the general Extended plan to cover any additional requirement.
For more details about Support Plans select the Support Plans submenu option on the left
or click on the column header to jump to details for that specific plan.
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| Optional | Mandatory | Mandatory | |
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Who & what is supported |
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| 1 | 2 | 5 | |
| N/A | Unlimited* | Unlimited | |
| N/A | N/A |  |
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| N/A | |
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| N/A | 32 bit | 32 and 64 bit** | |
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How you get support |
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| Discretionary | |
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What we'll fix |
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| N/A |
3 working days |
1 working day |
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Building your own capability |
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8 hours |
20 hours |
40 hours |
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1 |
2 |
5 |
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| N/A |
2 |
5 |
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| * Limited to two active tickets |
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| ** If the architecture type is available for the Operating System |
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Glossary of Support Plan Terms
The definitions here are for explanatory purposes only and are not intended to form a contract.
ESL operates an Online Helpdesk enabling users to Log and Track Issues at any time of the day from anywhere in the world.
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Architecture type
The Business Plan covers support for 32 bit architectures for the listed Operating Systems. In case of the Enterprise Plan the 64 bit architecture is also covered by the support, if it is available for the selected Operating Systems.
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Assessment
ESL will undertake a assessment of the Customer’s business support requirements including Erlang/OTP system configuration and applications so that a full understanding of needs can be assured. Recommendations may be made to include optional services or customise a standard plan in your finalised Support Plan.
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Bug Resolution Plan (email)
Within a specified number of working days, according to the level of contracted support, an email detailing ESL’s proposed resolution plan to a particular issue will be sent to the user logging the issue. The outline plan will need to be approved by the Customer before work progresses.
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Confidentiality
For Enterprise and Business Plans the business reasons for all Trouble Tickets are treated confidentially by ESL. For Basic Plan ESL reserves the right to publish the business reason behind the technical issue. Resolutions to all Trouble Tickets will be published and distributed in accordance with Open Source principles.
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Consultative Support
Number of hours work from an Erlang/OTP certified consultant included in the relevant Support Plan. Requests from the Customer will be subject to providing reasonable notice to ESL. Consultative Support associated with the contract is valid for the Term of the Support Contract
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Enterprise Applications
Some advanced components of Erlang/OTP are supported only in the Enterprise Support Plan, which is the flagship of ESL’s Support Service. Please refer to the Supported Components webpage for a complete list of Applications and their Components and which Support Plan includes them by default. Note that there are some components are listed as optional items only, which can be included in your specific Support Plan.
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Erlang Factory Attendance
Number of vouchers granting free registration at an Erlang Factory event scheduled to take place during the contract period. Vouchers can be used at the Erlang Factory Events in San Francisco and London, or for the Erlang User Conference which is held in Stockholm
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Number of Trouble Tickets
The total number of Erlang/OTP issues that can be raised during the contract period. Unused Trouble Tickets will expire at the end of the contract period. Additional Trouble Tickets can be purchased at any time during the contract and will expire after one calendar year or at the end of the support contract (including renewals), whichever is the sooner.
With the Business support package, tickets are unlimited but are limited to two active tickets at any given time.
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Standard Applications
Most Erlang/OTP components are supported in the Business Support Plan, which is the intermediate level of ESL’s Support Service. Please refer to the Supported Components webpage for a complete list of Applications and their Components and which Support Plan includes them by default. Note that there are some components are listed as optional items only, which can be included in your specific Support Plan.
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Technical Support Mon-Fri
Standard Support Hours are from 09:00 – 18:00 on normal working days in UK, which are Monday to Friday excluding UK National Holidays
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Training Voucher
The number of training vouchers provided as part of the contract. Each Voucher is worth three Training days which may be used by one or more people, on one or more ESL training events, anywhere in the world.
Training Vouchers are valid for events scheduled during the term of the Support Contract.
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User Account
The number of users with the capability to log and track Trouble Tickets on the ESL’s Support Helpdesk. Additional User Accounts may be purchased.