Advanced Technology for Maximum Performance


 

BonFire Support Options


BonFire SAN software gives you a range of support options. All are provided on an annual basis, but can be purchased for up to three years at a time.

 


BonFire SAN annual support fees and options
    
Annual Support Contract options Usable Terabytes
<=20TB <=60TB >60TB
Basic Support for BonFire SAN software 575 995 1,595
Premium Support for BonFire SAN software 775 1,195 1,795
7x24 Support for BonFire SAN software 2,155 2,575 3,175
Direct Connect 7x24 Support for BonFire SAN software 6,005 6,425 7,025
Support reinstatement fee 1 year
Discount for 3 year support purchase 15%

Annual support options:  Support costs are determined by the grade of service, and the usable storage available on the system.

Basic support provides support within eight business-day hours of your ticket submission: this time tomorrow, if today and tomorrow are both business days.  Support is normally limited to email responses to your questions.

Premium support provides responses within 4 hours of a reported problem, within the framework of a 9am to 5pm business day.  Thus, a reported problem this morning will get you a response in the afternoon, but a problem reported this afternoon may not be answered until tomorrow.  Response includes connecting to your system and making relevent changes if you authorize this.  Direct connection and repair normally reduces the time required to address an issue.

7x24 support provides responses within 4 hours of a reported problem even when a problem occurs overnight or on a weekend.  Response includes connecting to your system and making relevent changes if you authorize this.  Direct connection and repair normally reduces the time required to address an issue.

Direct Connect 7x24 gives you a direct connect and phone number to a named individual support person.  Direct connect support begins almost immediately with someone familiar rather than waiting for the ticket system.  Response includes connecting to your system and making relevent changes if you authorize this.  Direct connection and repair normally reduces the time required to address an issue.

Software upgrade entitlement is is an integral part of the support purchase.

Support reinstatement fee.  If the support agreement is allowed to expire, then there is a fee equal to one year's charges to re-instate the support arrangement.   Hourly and fixed-fee one-time support is not available.

Multi-year support agreements.  If you wish to pre-pay support for three years, rather than one, you can deduct 15% from the support price.







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