Alkacon OpenCms Support Terms

For our premium support and incident support offerings for OpenCms the following terms and conditions apply:

OpenCms Support availability

Support is available in English or German language. All Support is available only during Alkacons business hours. Alkacons business hours are:

Monday to Friday, 9.00h to 18.00h, Cologne, Europe (CET, GMT+1) time zone.
Please note: Local holidays for NRW, Germany apply.

Supported OpenCms versions

Alkacon Software offers support for OpenCms version 6 or 7 installations only. Older versions of OpenCms are not supported by our standard support agreements.

Only standard versions distributed as "stable release" from the opencms.org website are covered by our standard support.

Supported Components

If the issue is related to the underlying environment, we can support the following components:

• MS Windows (XP, Vista)
• Linux (Red Hat, SUSE, Debian in a current distribution)
• Java 1.4.x with SUN JVM
• Java 5.0.x (1.5.x) with SUN JVM
• Java 6.0.x (1.6.x) with SUN JVM
• Tomcat 4.1.x
• Tomcat 5.x
• Jboss 4.x
• Oracle 8.1.7
• Oracle 9.x
• Oracle 10.x
• Oracle 11.x
• MySQL 4.0.x
• MySQL 4.1.x
• MySQL 5.0.x
• PostgreSQL 8.x (only with OpenCms 7.0.2 or newer)
• Microsoft SQL Server 2000 and 2005 (only with OpenCms 7.0.2 or newer)

No other environments / components then those listed above are covered by our standard support options.

[Version: 3.5 as of September 5, 2007]

Information to include with an incident

If possible, the following information should be included with the incident description:

• OpenCms Software Version
• Java JDK version
• Operating System
• Database
• Servlet Engine
• Web server
• Exception stack traces
• Code snippets related to your problem

Definition of an incident

An incident describes an isolated problem in the context of a larger OpenCms project. It is therefore specialized and detailed in nature. The context of the incident has to be provided by the surrounding project and the incident usually describes an issue that does not work as expected in that context. No matter how you describe your incident, we will try to provide an answer. However, we reserve the right to reject an incident in case we find the problem description to unspecified or to general in nature. Rejected incidents will of course not be counted to the number of purchased incidents (in case of an incident package).

In case you have support requirements that are not covered by these terms and conditions, please consider our individual support agreements for OpenCms.