CollabNet CUBiT Services

Building upon its expertise with globally distributed software development, CollabNet has added managing development systems throughout a project's lifecycle to its portfolio. CollabNet consultants and support staff can help distributed organizations successfully rollout CUBiT and adapt to new processes that will maximize their CUBiT investment. Moreover, CollabNet's Support Services for CUBiT ensure smooth knowledge transfer to development teams of any size.

Support Programs for CollabNet CUBiT

The support programs below are applicable to CollabNet CUBiT deployed as an on-demand solution (SaaS model).

Enterprise Program Levels

Services

Silver

Gold

Platinum

Application Support Services

Support Hours

8x5
Choice of U.S./Pacific or India Standard Time

24x5
U.S./Pacific Time Only

24x7

Named Contacts

2

5

10

Annual Open Case Allotment

72

120

Unlimited

E-mail support

24x7

24x7

24x7

Online case tracking

24x7

24x7

24x7

Support Portal / Self-service

Software and Patch Maintenance

Phone Support

Extranet Project Access

Technical Support Account Manager

Optional

Optional

Optional

Cubit Service Manager (SLA - Uptime)

99%

99.50%

99.90%

Response Service Level Agreement (SLAs)

Priority #1 - Critical

3 Hrs

2 Hrs

60 Min

Priority #2 - Major

24 Hrs

16 Hrs

8 Hrs

Priority #3 - Minor

2-3 Days

1-2 Days

24 Hrs

Priority #4 - Low

2 Wks

1 Wk

5 Days

System Management Services

Build Library (files & documents)

Included

Included

Included

Profile Library - standard set

Standard Disaster Recovery

 

Enhanced Disaster Recovery

Optional

Optional

Active Disaster Recovery (includes 2-5 nodes)

Optional

Optional

Optional

Node Replacemnt SLAs

24 Hours

12 Hours

8 Hours

Service Operations Centers

24x7 Manned Production Operations

Performance Analytics

 

 

Incident Reporting and Root Cause Analysis

 

 

Certified Integrations

CollabNet Desktop – Eclipse Edition

CollabNet Desktop – Visual Studio Edition