Support Plans

ESL provides a comprehensive suite of Standard Support Plans enabling you to choose the exact level of support required for your particular Erlang/OTP-based systems. In all our Standard Support Plans, we support the three most recent generations of major releases of Erlang/OTP plus all associated minor releases.

If your implementation is not on our standard list of supported platforms then consider our Extended Support Plan which covers all historical and non-standard Erlang/OTP implementations. In this case Contact us  and we will work with you to put in place a support plan in place which suits you.

We offer three standard Support Plans

  • Enterprise – for mission critical 24/7 systems
  • Business – aimed at business critical systems (live or still in development)
  • Basic – primarily for early adopters and small scale usage

Additionally, there is a general Support Plan...

  • Extended – for any Erlang/OTP version on any platform or any Erlang/OTP based open-source Application (including ejabberd)

We appreciate that these plans may not match your requirements exactly so any of them may be customised to satisfy your particular needs.  Before a support agreement is finalised we will undertake an assessment of your business needs so that a full understanding of the scope of your requirements can be assured.

For a tabular overview of the major features included in the standard Support Plans select the Support Plan Overview submenu option on the left.

Enterprise Support Plan

This is the best plan for organisations with mission critical Erlang/OTP based systems, regardless of whether those systems are customer facing or for internal use.  It provides the highest priority for responses to all your logged issues, giving you peace of mind knowing that ESL is collaborating with you at our highest level of performance to ensure that your business is secure.

The Enterprise Support Plan includes the widest range of Erlang/OTP Applications and Components and there are additional Erlang/OTP component modules that may be included as optional extras in your specific contract. Please refer to our Supported Components webpage for confirmation of which components are included by default in the Enterprise Application list and which modules may be added as special inclusions to your contract.

Support under this contract is expected to be for projects developed on the platforms specified on ESL’s Supported Environments list for both 32 and 64 bit architectures if applicable.  If your environment is not included in the list then any logged issue will need to be reproducible on at least one supported environment. If this is not the case then ESL will only be able to provide support on a Time and Materials Consultancy basis.

There will be five User Accounts, to make it the easiest plan, to manage logging and monitoring issues on the Erlang Solutions Ticket Tracking System; especially if you have multiple projects or diverse business units within your organisation all involved in Erlang/OTP development and support.

An appropriate number of Consultative Support Hours and Trouble Tickets are bundled with this level of Support commensurate with the expected usage.  However, should the need arise then additional hours and tickets can be purchased at any time.

If ESL cannot resolve the issue during the first contact then with this level of support we guarantee that within ONE WORKING DAY we will provide a detailed Resolution Plan which, depending on the complexity and anticipated duration, may require your approval before work commences.

With this Support Plan we guarantee that strict confidentiality is assured regarding the business reason behind an issue. It will not be divulged at any time; however, resolutions to all Trouble Tickets will be published and distributed in accordance with your Erlang Licence and Open Source principles.

Before finalising a support contract it will be necessary for us to undertake an assessment of your business requirements as we want to ensure that we have a full understanding your business needs and priorities.

Go to the Support Plan Overview table

Business Support Plan

This level of support is more relevant to organisations with existing production Erlang/OTP projects that are important to your business.  Also, it is appropriate for business projects which are already in development, or even still in the planning stage but are about to start development.

Typically, these projects will be based on using just the Erlang/OTP Standard Application components; however under this level of support, additional components can be added. Please refer to our Supported Components webpage for confirmation of which components are included by default in the Standard Application list.  Other modules, including those included in the Enterprise Application list, may be included as optional extras in any contract.

Support under this contract is expected to be for projects developed on the platforms specified on ESL’s Supported Environments list for 32 bit architectures.  If your environment is not included in the list then any logged issue will need to be reproducible on at least one supported environment. If this is not the case then ESL will only be able to provide support on a Time and Materials Consultancy basis.

There will be two User Accounts, to make it easier than the Basic Support Plan, to manage logging and monitoring issues on the Erlang Solutions Ticket Tracking System.  

Compared with the Enterprise Support Plan there are a reduced number of Consultative Support Hours and Trouble Tickets bundled with this level of Support; but they are commensurate with the expected usage.  However, should the need arise then additional hours and tickets can be purchased at any time.

If ESL cannot resolve the issue during the first contact then with this level of support we guarantee that within a maximum of three working days we will provide a detailed Resolution Plan which, depending on the complexity and anticipated duration, may require your approval before work commences.

Similar to the Enterprise Support Plan, with the Business Support Plan, we guarantee that strict confidentiality is assured regarding the business reason behind an issue. It will not be divulged at any time; however, resolutions to all Trouble Tickets will be published and distributed in accordance with your Erlang Licence and Open Source principles.

Before finalising a support contract it will be necessary for us to undertake an assessment of your business requirements as we want to ensure that we have a full understanding your business needs and priorities.

Go to the Support Plan Overview table

Basic Support Plan

This is the simplest of the Support Plans and is designed for small scale usage, perhaps just for hobby projects and other non-essential developments.

One User account is granted to log and monitor issues on the Erlang Solutions Ticket Tracking System; however, these issues will only be resolved on a Time and Materials basis.  Also, they will be deemed to be low priority and will not be resolved with the same urgency as issues logged against Business, Enterprise or Extended Support plans.

Support under this contract is restricted to the Erlang/OTP language itself and only on the platforms specified in the Supported Environments list.

ESL does not guarantee that a solution will be provided and any solution patches and workarounds will not supplied back directly to the originator. If appropriate, they will be distributed to the whole community during a subsequent release of the Erlang/OTP.

ESL reserves the right to publish the original business reason for raising the issue. For confidentiality in this regard you will need a Business, Enterprise or Extended contract.

A limited number of Consultative Support Hours are bundled with the contract and additional hours may be purchased at any time.  Trouble Tickets and the ability to purchase additional Trouble Tickets are excluded from this level of support.

It is acknowledged that customers interested in this level of support may be implementing Erlang/OTP on a specialised or non-standard systems environment and that they will have the necessary expertise in that area. Therefore it will not be necessary for ESL to undertake an assessment of your business requirements before finalising the Support Contract.

Go to the Support Plan Overview table

Extended Support Plan

This type of plan is included as a catch-all plan to cover technical configurations that are not included in the Enterprise, Business and Basic Plans.  It is not targeted at any specific business criticality or usage.  It is primarily for the technical environment which may include other Erlang open-source or third party proprietary systems.

For example, this type of plan could cover ESL assisting you in porting your existing Erlang/OTP environment to a new platform that maybe is not yet in our Supported Environments list.  ESL would then continue to support that new setup, providing you with tested upgrades in that environment, as future versions of Erlang/OTP are released.

Also, we can support any Erlang applications for example ejabberd under this type of Support Plan.

With this type of contract ESL will provide technical expertise for versions of Erlang/OTP that are older than the current three most recent major releases of Erlang/OTP.

The contract associated with this Support Plan is fully customised to suit your particular needs and anything that is included as default in the other Support Plans may be included in this plan.

Trouble Tickets and Consultative Hours may be included in this Support Plan; however, it is expected that predominantly ESL will provide support under this plan on a Time and Materials Consulting basis.

Go to the Support Plan Overview table