Support
Bundled support
All Baruwa Enterprise Edition subscriptions include bundled email only support.
Email only support is available 8x5 UTC+2 via the Enterprise
edition support email address enterprise-support (AT) baruwa.com.
A mailing list also exists where you can discuss Enterprise edition related issues as well as ask for help and advise from fellow subscribers. Baruwa Enterprise Edition support staff and developers subscribe to and actively monitor this list.
Paid support
Paid support and consultancy services are available. All hands on or On device support which includes troubleshooting, investigation and resolution is only provided under paid for support.
Paid support is provided under annual support agreements, we do not provide adhoc paid support.
To request a quotation, please email enterprise (AT) baruwa.com.
Support Package Matrix
| Standard | Gold | Platinum | Platinum Plus | |
| Support Hours | 8x5 | 8x5 | 24x5 | 24x7 |
| Response time | 36 Hours | 24 Hours | 12 Hours | 6 Hours |
| Email Support | Yes | Yes | Yes | Yes |
| Chat Support | No | No | Yes | Yes |
| Phone Support | No | No | No | Yes |
| Remote Monitoring | No | Yes | Yes | Yes |
| Paid Support | No | Yes | Yes | Yes |
| Payment period | N/A | Annual | Annual | Annual |
Terms explained
- 8x5 - 08H00 - 17H00 UTC+2 Monday - Friday
- 24x5 - 24Hours UTC+2 Monday - Friday
- 24x7 - 24Hours UTC+2 Monday - Sunday