Sean Corfield made an entry on Railo Support and Consulting Services. While its nice to see a simple four level support structure, the following didn’t make sense to me:
- Silver -includes support for 1 server only, 5 hours of support for $1000, which is $200/hr (with an additional discount for more). I’m not sure how many people would pay $1000 per year just to support a single server? Plus there is a 8 day fix delivery for any issues.
- Gold – includes support for 2 servers only, 15 hours of support for $3000, which is the same $200/hr (with an additional discount for more). I’m not sure if there is a clear incentive to pay $1000 more instead of getting two Silver contracts. You will be getting a discount with the Silvers anyways for more hours (if you need them). The fix delivery is 7 days instead of 8.
- Platinum – includes support for 2 servers only (2 servers for a platinum??), 45 hours of support for $9000, which is the same $200/hr (with an additional discount for more). The fix delivery is 5 days instead of 7. I don’t think anyone would use up 45 hours on two servers only in 1 years time, and if they do, they should be an “enterprise”. Platinum seems out of place to me.
- Enterprise – includes support for 10 servers only (not sure where the enterprise comes in), 135 hours for 27k, which is the same $200/hr (with an additional discount for more). Whats interesting here is that the fix delivery time is still 5 days. I would rather buy 5 golds for 15k, which would cover 10 servers at 15 hours of support for each pair. If I need more than 15 hours, something is wrong… So for me Enterprise would not make sense.
So am I missing something? Is this just an initial draft? Why are three named after metals and the fourth called enterprise?