Support and Services

Around the schedulix Workload Automation Software, the developers of independIT Integrative Technologies GmbH offer a comprehensive package of services for perfect support at every phase of your project.

schedulix Community Support Forum

The schedulix User Group (Google Group) provides a dedicated platform where experienced users and developers offer their expertise to support you with any questions, technical challenges, or best practices related to schedulix.

Contents

Subscritions

As a user of schedulix, you can take advantage of our service levels as part of a subscription. However, only schedulix installations are supported which were created by compiling an unmodified copy of the source code provided by independIT Integrative Technologies GmbH on GitHub or by means of an installation package provided by independIT.

Copper Support

  • Information about patches and new releases
  • Delivery of patches and new releases with installation instructions
  • 4 support tickets with a guaranteed response within the next German working day

Silver Support

  • Information about patches and new releases
  • Delivery of patches and new releases with installation instructions and remote upgrade service
  • 20 support tickets with a guaranteed response within 24 hours
  • Handling of night, weekend and holiday tickets
  • Remote initial installation service

Gold Support

  • Information about patches and new releases
  • Delivery of patches and new releases with installation instructions and remote upgrade service
  • Unlimited number of support tickets with a guaranteed response within 2 / 6 / 12 hours depending on severity level critical / severe / uncritical
  • Handling of night, weekend and holiday tickets
  • Remote initial installation service
  • Supported schedulix Installations

Only schedulix installations compiled from an unmodified copy of the official GIT hub sources and installations from an official installation package provided by independIT Integrative Technologies GmbH are supported.

Tickets

Tickets are schedulix related questions or bug reports. They can be placed during German office times Mo-Fr 8:00 to 18:00 CET. The guaranteed response time is dependent on the service level agreement.

independIT will assist the customer in analysing problem causes and recovering an undisturbed production state. In case of a schedulix bug, we will work with adequate priority on a problem solution and will deliver a patch as fast as possible if the problem was not already solved in a newer schedulix release.

When the number of available tickets in Copper and Silver support levels are used up, additional tickets have to be ordered. independIT does not guarantee response within a defined reaction time until the order for additional tickets has been placed. Unused tickets expire at the end of the maintenance and support period or one year after the order for additional tickets.

Night, weekend und holiday tickets

Silver and Gold Support Levels allow the placement of tickets of severity level ‘critical’ and ‘severe’ outside of German office times Mo-Fr 8:00 to 18:00 CET. Those night, weekend and holiday tickets will be handled with a guaranteed response time of 24 hours.

Severity levels

With Gold support and night, weekend and holiday tickets, independIT is guaranteeing a response time depending on the severity of the problem reported.

Critical problem

An incident that directly affects the continuation of work in a production environment, such as loss of production data and the non-functioning of the production environment. End users cannot work with the application any longer due to the malfunctioning of the scheduling system. An incident with the environment in which the operation of schedulix is reduced severely and which has a large impact on (parts of) end user’s business processes.

Severe problem

An incident that has no critical impact on end user’s work in a production environment. End users can continue working with the application.

Uncritical problem

A generic question, reporting a documentation error or a recommendation for future improvement or adjustment with no or negligible impact on the work or on the functionality of end user’s systems. End users are able to continue their operations.

Remote Services

The remove services for installation and upgrade included with Silver and Gold level support require remote access to the involved systems including all privileges and possibilities of data transfers necessary for implementation. Respective prerequisites have to be fulfilled prior to the start of any remote service activities. The activities can also be performed by customer staff with guidance of independIT support. Upon request installation and upgrade activities can be performed by independIT staff on customer site. In this case, independIT will bring costs for travel, stay and expenses into account. Traveling time will be charged on the actual daily consultancy rate.

Consulting Services

Around the schedulix Enterprise Job Scheduling System, independIT Integrative Technologies GmbH offers a comprehensive package of services for perfect support at every phase of your project.

These include:

  • Installation and maintenance work
  • Training for your employees
  • Support in solving complex problem scenarios
  • Development of interfaces from and to external systems
  • Do you have any questions about our services? If so, please don’t hesitate to get in touch with us.

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