RuleLab.Net Server Technical Support
Technical support includes answering any reasonable question about the capabilities, performance and limitations of the RuleLab.Net Server, explaining concepts of building a rule based solution or clearing up misunderstandings about these concepts, and suggesting ways for you to accomplish specific tasks.
Includes analysis and troubleshooting issues occurred within the integration of your software with RuleLab.Net Server and Business Rules Engine. While we may offer an advice outside of our product line specifics, the analysis is limited to issues directly related to our product and its usage.
Technical support is available in units of “Support Hours”. The amount of the Support Hours depends on the Support plan. Customers are automatically enrolled into Basic Support plan upon purchasing their first BRE Server license.
In order to resolve a problem with executing your rules via the Rules Engine, we may have to ask you to upload part of your RuleLab.Net XML content to an online account at www.rulelab.net. As a result of analyzing your XML objects and test files, we may recommend changes in your data model, fix your XML files for you, or fix our software if it is responsible for the problem. If our analysis reveals a bug in our system, then fixing it will not be applied towards the remaining Support Hour balance.
If you have an enhancement request or discover an issue that cannot be classified as a “bug”, then we will address it based on our priorities. If you would like to make it our top priority then the time we spend working on it will be counted towards the balance of your Support Hours. Some issues may have to be classified as custom requests in which case fee-based consulting assistance will be involved. Consulting will have to be preformed under a separate contract.
If you do not have an Annual Support Contract and you discover a “bug” in our product, we will work on it based on other priorities.
All customers may email to our support address at any time. We answer most queries within 2 business days (and often within an hour or two). If you need time-consuming technical assistance, then we would require a Support Plan. VDE Technologies offers two Support plans – Basic Support and Annual Support Contract.
All customers who purchased RuleLab.Net Server license automatically receive Basic Support.
Under the Basic Support plan, we will assist with installation issues you might have and follow up on error reports if any.
RuleLab.Net Server customers are entitled to all minor product releases. For example, if you purchased version 1.6 then all 1.* releases will be available to you. Major releases will occur to offer substantially new features. Small enhancements and bug fixes will only be released as minor upgrades.
Under Basic Support, you can purchase Support Hours for $75 USD per hour. Unless utilized, the remaining Support Hours will automatically expire in 12 months after their purchase.
The Priority Support includes Basic Support plus gives you 3 Hours of email/phone support during the first 12 months upon purchasing your first Server license. The Support Hours do not include pre-sale consulting.
We count the Support time in 15-minute increments or by incident if an incident involves multiple communications totaling 15 minutes or so. Under Priority Support, you can purchase additional Support Hours. Unless utilized, the remaining Support Hours will automatically expire in 12 months after their purchase.
Additional Support Hours can be purchased for $75 USD per hour.
Phone support should be used for resolving critical production issues only such as inability to run the product. Please use email for all other inquiries.
Annual Support Contract
An Annual Support Contract begins on the date it is purchased (Contract Effective Date) and lasts for 12 months. It includes:
Software license price lock during the contract year
Free major release upgrades during the contract year
Up to 10 Developer Server software licenses.
Annual Support Contract requires a minimum purchase of 20 Support Hours.
In order to continue receiving the benefits offered by the initial Annual Support Contract term, you must renew your Annual Contract within 2 months prior to its expiration. Renewal can be accomplished via the Customer Account screen.
When you purchase an Annual Support Contract, VDE Technologies provides a limited warranty, during the contract term, that the RuleLab.Net Server will perform substantially in accordance with the specifications described in the product online documentation, when it is used as described in the documentation. VDE Technologies promises (as the sole remedy under this limited warranty) to make reasonable commercial efforts to correct any "bugs" (failures to perform as so described), and to timely provide such corrections to customers reporting such bugs. All customers who have purchased Annual Support Contracts will receive the benefit of all bug fixes in product upgrades which are released during the contract term.
If you do not purchase an Annual Support Contract, or if you allow your Annual Support Contract to expire without renewing it, then VDE Technologies makes no warranty as to the merchantability or fitness of the RuleLab.Net Server for any purpose.
Software license price lock during the contract year
As long as you maintain an Annual Support Contract with us, you can purchase additional software licenses for the same price that you paid on the Contract Effective Date. Additional licenses must be purchased through the Customer Account login and under the same company name as the original license. It may only be used within your company. You may not resell a license to a client, partner or any third party.
Free Major Release Upgrades during the Contract Year
When you have a current Annual Support Contract, you will automatically receive all software upgrades and updates for the RuleLab.Net Server product released during the contract term. This includes minor and major product releases with both bug fixes and new features and enhancements. A release is considered major if it changes the version number. For example, a change from 1.7.3 to 2.0 is a major release while a change from 1.5.9 to 1.6 is a minor release.
Without renewing the Annual Support Contract, you will loose the option of free major release upgrades when your Contract expires.
Additional Developer Server Software Licenses
Developer licenses are explained in the Server License Agreement. For each Production Server License you are receiving one Developer Server License. Additional licenses are required if company employees/contractors install RuleLab.Net server on their workstations or multiple development/test servers. The cost of Developer Server License is displayed on the “Pricing” page of www.rulelab.net site.
When you purchase an Annual Support Contract, you are granted 10 perpetual Developer Server Licenses.
Other Options
If you wish to become a reseller of the RuleLab.Net Server for your customers, we will need a separate contract authorizing you to purchase licenses for other companies. If you maintain an Annual Support Contract, we will be willing to set a limit on an annual price increase of RuleLab.Net Server product.