The branch master has been updated
via 60246d07484ce72139483e7bbcc52c7b45a3b408 (commit)
from 46b7dc43cbd00b4d6cf275afb544a770a991a2ec (commit)
- Log -----------------------------------------------------------------
commit 60246d07484ce72139483e7bbcc52c7b45a3b408
Author: Matt Caswell <m...@openssl.org>
Date: Tue Aug 21 15:30:13 2018 +0100
Update the support contracts page
In accordance with an OMC vote
Reviewed-by: Tim Hudson <t...@openssl.org>
(Merged from https://github.com/openssl/web/pull/71)
-----------------------------------------------------------------------
Summary of changes:
support/contracts.html | 93 +++++++++++---------------------------------------
1 file changed, 20 insertions(+), 73 deletions(-)
diff --git a/support/contracts.html b/support/contracts.html
index 0651184..7f35804 100644
--- a/support/contracts.html
+++ b/support/contracts.html
@@ -15,7 +15,9 @@
<a href="/community/contacts.html">OpenSSL Software Services</a>
offers three different types of support contract. If you
have specific requirements not addressed by any of these plans,
- or for more information, discuss custom arrangements.</p>
+ or for more information, please contact us at
+ <a
href="mailto:osf-cont...@openssl.org";>osf-cont...@openssl.org</a> to
+ discuss custom arrangements.</p>
<p>Please see the <a href="#definitions">list of definitions</a>
at the bottom of the page for the definitions used below.</p>
@@ -25,11 +27,11 @@
Enterprise Level Support</dt>
<dd>Designed for the large enterprise utilising OpenSSL
extensively in product lines or critical infrastructure.</dd>
- <dt><a href="#vendor"><dt>Vendor</a> Support</dt>
+ <dt><a href="#vendor">Vendor</a> Support</dt>
<dd>Designed for organisations requiring support of product
lines using OpenSSL or for customised in-house versions of
OpenSSL.</dd>
- <dt><a href="#basic"><dt>Basic</a> Support<dt>
+ <dt><a href="#basic">Basic</a> Support<dt>
<dd>Basic technical support for application development shops or
end users.</dd>
</dl>
@@ -38,102 +40,47 @@
<h3><a name="premium">Premium Level Support</a></h3>
<p>US$50,000 annually</p>
<ul>
- <li>All technical support requests handled directly by a
Designated Responder
- <li>24x7x365 availability
- <li>Four Support Administrators
- <li>Unlimited Service Requests
- <li>Custom patch preparation and creation
- <li>OpenSSL FIPS Object Module support included
- <li>FIPS validation support
+ <li>A custom support contract designed to meet the needs of a
specific Enterprise customer
+ <li>Exact costs will depend on the terms of the agreed support
contract
</ul>
- <p>The premium support plan is designed for the large enterprise
+ <p>The premium support plan is intended for the large enterprise
using OpenSSL as an essential component of multiple products or
product lines or in support of in-house or commercially provided
- services. Many prospective Premium Level customers have already
- hired individual OpenSSL team members for specific tasks. The
- typical large enterprise customer has a capable in-house technical
- staff but still finds it cost-effective to engage the world class
- talent of OpenSSL authors and maintainers. Customisation of
- OpenSSL by prospective Schedule A customers is common, as are
- "private label" FIPS 140-2 validations.</p>
- <p>Note we don't expect to sell very many of the premium support
- plans, but those few customers will receive careful attention for
- both immediate problems and long range strategic interests.</p>
+ services. The typical large enterprise customer has a capable
in-house
+ technical staff but still finds it cost-effective to engage OpenSSL
+ authors and maintainers directly.</p>
<h3><a name="vendor">Vendor Level Support</a></h3>
- <p>US$20,000 annually</p>
+ <p>US$25,000 annually</p>
<ul>
- <li>Institutional Response with escalation to Designated
Responder as appropriate.
- <li>12x5 availability
- <li>Two Support Administrators
+ <li>Email response
<li>Limit of four Service Requests per month
- <li>Custom patch preparation
- <li>OpenSSL FIPS Object Module support included
- <li>FIPS validation support excluded
+ <li>Patch preparation
+ <li>Two Support Administrators
</ul>
<p>This plan is designed for the medium enterprise using OpenSSL
for a single product or product line. The prospective Vendor Level
Support customer has a proficient technical staff but no specific
- expertise in cryptography or OpenSSL. Technical support is
- provided for use of the unmodified OpenSSL FIPS Object Module, but
- not for validations of derivative software.</p>
+ expertise in cryptography or OpenSSL.</p>
<h3><a name="basic">Basic Support</a></h3>
- <p>US$10,000 annually</p>
+ <p>US$15,000 annually</p>
<ul>
- <li>Institutional Response only
- <li>8x5 availability
+ <li>Email response
+ <li>Limit of one Service Requests per month
<li>One Support Administrator
- <li>Limit of one unique Service Request per month
- <li>OpenSSL FIPS Object Module support excluded
- <li>FIPS validation support excluded
</ul>
<p>This plan is designed for the medium to small enterprise
- relying on stock OpenSSL for significant products or services and
+ relying on standard OpenSSL for significant products or services and
lacking internal resources for effectively addressing all
operational and application development issues.</p>
<h3><a name="definitions">Support Terms</a></h3>
<dl>
- <dt>Customer Contacts</dt>
- <dd>Customer personnel familiar with the customer's software
- environment coordinating technical support correspondence
- between the customer and OSF personnel for a specific service
- request. The Customer Contacts are the sole liaisons for such
- technical correspondence with the OSF. It is recommended that
- the Customer Contacts be knowledgeable about the customer
- environment and use of the OpenSSL software and have an
- understanding of the problem for which support services are
- requested.</dd>
-
- <dt>Designated Responder</dt>
- <dd>All technical support is provided by OpenSSL team members or
- their close collaborators in the OpenSSL developer community. A
- designated responder is an OpenSSL team member directly handling
- a support request and communicating directly with the Customer
- Contact.</dd>
-
- <dt>Institutional Response</dt>
- <dd>Technical support correspondence originating or reviewed by
- one or more OpenSSL team members but communicated indirectly by
- other OSF personnel.</dd>
-
<dt>Patch Preparation</dt>
<dd>The preparation of a patch changeset from existing changes
committed to the OpenSSL source code repository.</dd>
- <dt>Patch Creation</dt>
- <dd>The coding of new source code modifications or additions not
- already committed to the OpenSSL source code repository. The
- resolution of problems identified in the OpenSSL software itself
- will generally be resolved by committing the code modifications
- to the OpenSSL source code repository; such modifications
- automatically define a patch. For support plan options custom
- software modifications may be performed that are specific to the
- customer environment. Such custom modifications will not be
- committed to the publicly available source code repository and
- will be delivered to the customer as custom patches.</dd>
-
<dt>Service Request</dt>
<dd>A specific request for support initiated by a Support
Administrator and assigned a service request number by the
_____
openssl-commits mailing list
To unsubscribe: https://mta.openssl.org/mailman/listinfo/openssl-commits
