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Service & Support Items	Standard Edition	Enterprise Edition	Enterprise XL Edition	Enterprise Premium Edition	Customized Edition
Geomajas "Geosparc edition"
Supported by community
Issue handling
Support times	9.00h - 17.30h*, Monday through Friday	9.00h - 17.30h*, Monday through Friday	9.00h - 17.30h*, Monday through Friday	9.00h - 17.30h*, Monday through Friday	Customized
Response times	2 business days	1 business day	1 business day	1 business day	Customized
Communication	Email	Email	Email, phone	Email, phone	Customized
Registered contacts	2	4	4	4 per application	Customized
Number of applications covered	1	1	1	3	Customized
Consulting services (architecture, development, support)		Yes (max. 20h/year)	Yes (max. 20h/year)	Yes (max. 60h/year)	Customized
Critical bug fixing ***	Blockers: max. 10 bus. days in 80% of cases **	Blockers: max. 5 bus. days in 80% of cases **	Blockers: max. 5 bus. days in 80% of cases **	Blockers: max. 5 bus. days in 80% of cases **	Customized
Platform Change request ****	0	1	2	6	Customized
Patches and updates access
Online issue tracker (ticketing)
Geomajas bug support
Annual reporting on SLA status
Supported Plug-ins
GWT Face
Static Security
Print
Layer OSM
Layer WMS
Layer GeoTools
Layer Hibernate
Supported Databases
Support for Oracle ´
Support for MySQL ´
Support for PostGIS ´
Support for ArcSDE ´
Support for Microsoft SQL

* = CEST (Central European Time Zone)

** = Max 20% delayed (if > 5 Blockers) OR 1 delay (if <= 5 Blockers)
*** = Critical bugs are failures on production systems without a valid work-around
**** = Support is defined as the process to analyse, document, budget and submit your change request tot he Project Steering Committee.

´ = We will isolate issues related to Geomajas and the concerned tools. In case the issue is with the concerned tool, the resolution should be covered by a maintenance contract with the tool vendor.

Note: All support and support requests are in English