We recognise how important office document software is to most organisations. It is generally the most used application and it underpins collaboration and productivity. Similarly, it’s regularly used to share important data so security is critical.To ensure our customers have complete confidence in Collabora Online, and all our other products, we provided comprehensive, enterprise-ready support.
Our products are fully supported by a full-time team. Should any problems be discovered they can be easily reported, and dealt with. This includes a support platform and direct contact with engineers. This is further enhanced with a full and complete range of technical documentation, comprehensive SLAs and signed security updates.
Our customers are never left alone to deal with any problems.
Collabora Productivity has a large team of certified LibreOffice developers who are recognised for their depth of knowledge and their bug fixing capabilities. Over the years, we have provided the solution to many problems; regressions, simple application flaws and interoperability issues. Based on this experience, the company offers annually contracted Level 3 support packages. While we provide some bug fixing capability into our product purchases, often fixes for issues can be included later in our development roadmap. By procuring Level 3 code-fix packs, you get an SLA for commencing work on fixing your issue. In special circumstances we can also offer one-off fixes against specific client issues.
Bugs are an intrinsic part of any software development (even the most costly proprietary software). The availability of contracted support, to address potential software code issues against an SLA is vital when considering the deployment of any program in a corporate environment. Collabora Productivity supports its build of LibreOffice at the Source Code level. As such we analyse, diagnose and solve issues at code level and provide our customers with Problem Temporary Fix (PTF) patches. When the fix is confirmed we include these into the next patch release of Collabora Office, in addition to contributing them to the LibreOffice project.
Professional support for Collabora Office is available with a range of packages designed for organisations with 50 users or more. Community-based support is available for individual users, including manuals, forums and public issue reporting.
Each of these packages provides a bundle of several root-cause code-fix tickets with different severities. This allows a customer to select the severity that best matches their issue from their package. Tickets are purchased in advance as an annual entitlement which funds our ongoing staff commitment to your support. Tabulated below are the package contents ie. the number of bugs of each severity, and the relevant price:
Annually contracted Level 3 (code issues) support packages
| Case Severity Level | Initial Response | Work Effort | Communication Frequency |
|---|---|---|---|
| High | 1 Working Days (9×5) | Daily, during Business Hours only | Once every 2-3 Working Days |
| Medium | 2 Working Days (9×5) | Weekly during Business Hours | Once a week |
Custom packages available for 9+ cases per year
