ServiceMix Support, ActiveMQ Support

CXF Support, Camel Support

The FUSE group at Progress Software offers comprehensive, enterprise-class support options to help IT organizations be successful with open source, SOA technology developed at the Apache Software Foundation. The 25+ years of enterprise experience combined with having an “inside track” at Apache makes FUSE services invaluable to any application integration project.

The FUSE team employs the 4 Project Management Committee (PMC) chairs of ServiceMix, ActiveMQ, CXF and Camel, 4 Apache Members, and over 20 active Apache committers on the projects. No other organization knows these projects better or has more input into the projects’ direction.

Read the FUSE product lifecycle and support policy.

Read the FUSE Enterprise Support data sheet.

FUSE Basic Support

FUSE Basic Support provides 8×5 quality technical support for development teams with guaranteed response times. It provides access to the support center during regional business hours and on-line access to key technical information. Training and application consultancy are also available. FUSE Basic Support includes access to FUSE HQ for monitoring and managing FUSE infrastructure. All customer patches are submitted back to the Apache community.

FUSE Professional Support

FUSE technical support center provides 24×7 support for mission-critical projects in production. Professional Support also includes immediate response times to critical production issues and packaged binary drops upon request. A dedicated Technical Account Manager, training and application consultancy are also available. FUSE Professional Support includes access to FUSE HQ for monitoring and managing FUSE infrastructure. All customer patches are submitted back to the Apache community.

A Technical Account Manager (TAM) is a named individual that will maintain familiarity with the installation environment. TAMs provide continuity of support and an escalation coordination role across all products.

ServiceMix Support, ActiveMQ Support, CXF Support and Camel Support Summary

*Deliverable*	*Basic*	*Professional*
Technical Support Center	8×5	24×7
FUSE HQ	yes	yes
Number of Incidents	unlimited	unlimited
Online Support Center	yes	yes
TAM	–	optional
Training	optional	optional
Application Consultancy	optional	optional
Services Request Management	yes	yes
— Response: critical severity	1 business hour	live contact
— Response: high severity	4 business hours	1 business hour
— Response: medium severity	8 business hours	1 business hour
— Response: low severity	1 business day	1 business hour

Issue Severity Definitions

Critical severity: Issue results in a significant risk to Subscriber’s business

Servers cannot be brought up and business is being handicapped; Subscriber losing money
Business cannot function properly (random crashes, system limits amount of users, performance problems don’t allow business processing to complete in scheduled time) resulting in significant revenue loss
Bug results in data or index corruption
With deployment imminent, a bug is encountered which makes delivery of a working version of the application impossible
Business is not operational and no current workaround exists

High severity: Issue or bug preventing critical system from performing at normal level

Performance issues
Bug preventing nightly processing
Issue impacting deployment

Medium severity: Normal issue with no critical impact to production environment

Problem with use of product
General usability questions

Low severity: Subscriber does not need a response quickly

Enhancement request
Trivial work-around
Subscriber not pursuing issue currently
Subscriber asks for issue to be put on hold
Minimal annoyance
Documentation bugs

FUSE Support Exclusions

FUSE support subscriptions do not cover

Use of the FUSE Product other than in accordance with the license and documentation that accompanies such product
Any modifications to the source code of the FUSE products, other than modifications made by Progress in the course of providing the support services
Errors caused by the Customer or any third-party’s negligence, hardware malfunctions or other causes beyond the reasonable control of Progress
FUSE products that are end-of-life
FUSE products installed in a hardware or operating environment not supported by Progress