DataNucleus Free Support

With any software, there are times when you need assistance to make full use of it. Here at DataNucleus we want you to make the best of the software that we provide. For that reason we provide both commercial and free support facilities. DataNucleus provides its own Forum providing a place for you to discuss issues you are having. We dont guarantee to provide answers on this forum. It is simply a place where you could get some level of support when people have time. This may not be adequate for some people hence why we provide the commercial version below.

  1. Check the Documentation for DataNucleus AccessPlatform before anything else. The answer is usually there, either in a tutorial/example, or in one of the many guides.
  2. Look in the DataNucleus LOG. This usually contains a lot of information that may answer the issue. You can always configure the log to give more output.
  3. Try a recent build to see if your version is out of date and the expected result is achieved with the latest nightly builds.
  4. Go to the Forum and ask. Always try to give as clear a description of the problem as possible, together with your input data, and any associated log output. Please be aware that we have very little time for this type of support and contributors to DataNucleus are more likely to get any available free support

DataNucleus Commercial Services

AccessPlatform

DataNucleus is open source software, also providing good documentation and (public) test cases. As a result your team could, in principle, train themselves up on the software using the documentation and tests as basis, then when they come across problems look through the code and debug problems and/or develop new features. Often though you dont have the time to devote to such activities so would prefer to out source this aspect of your project. We provide for such situations and, since we wrote the software in the first place, nobody is better equipped to explain how to use things and/or resolve your problems and get your project moving forward. Note that we are the only company offering support for DataNucleus software, and we are the only company with committers on this project, and our services are provided at very reasonable prices. You cannot get better value and a higher level of DataNucleus experience than from us. Our various commercial services are defined below complete with pricing (note that all prices are in UK pounds (GBP) symbolised by the £ symbol)

On-Site Consulting

We deliver on-site engagements to help organisations in achieving high availability and reliability requirements. This also enables a kick-start for projects thus reducing the learning curve for customer staff, and minimizing the risk of project failures. Additionally, engagements can be conducted to deliver proof of concepts with very short schedules.

DataNucleus experts apply their experience and best practices while working with customer staff to assess the environment, architecture, design and operational procedures. As an outcome of the engagement, the DataNucleus experts can deliver a detailed report over the findings, including gaps in architecture, design, recommendations to address potential problems. During the engagement the customer staff will likely become more skilled in the data access architectures in general, and in the DataNucleus product in particular.

Cost : For a European client £900 for a single day, £1750 for 2 days. Reductions for subsequent days. For clients in the rest of the world please Contact Us for details. Customers are expected to pay for travel/accommodation expenses in order to fulfil such commitments on their site. On-site consulting is not currently available in the USA.

Time-based Consulting

DataNucleus also provides remote consulting using Email/IRC/IM/Skype to provide you with the response when you need it to tackle the issues impacting on your project. This type of support is where questions come up during your deployment of DataNucleus and you need to ask questions for particular situations. You can pay by the hour as and when you need it, when a consultant is available.

Cost : 5 hours = £250, 10 hours = £440, 20 hours = £800. Purchase of larger number of hours also available. Contact Us for details

Support

DataNucleus can provide a level of support to meet your requirements, and rather than having fixed off-the-shelf arrangements we prefer to tailor them to your needs. Below we outline some typical options that could suit your needs. Contact Us for details.

  • General Support for the most common issues on API usage, defect reporting and bug fixing. Its available for free and on availability on our online forums though has absolutely no guarantee of availability. If you want to receive support when it is needed, then consider the options below
  • Incident Support for dedicated support for a single incident.
  • Bronze/Gold Support for dedicate support covering multiple incidents over an extended period.
Feature General
Support
Incident
Support
Bronze
Support
Gold
Support
Software supported AccessPlatform AccessPlatform AccessPlatform AccessPlatform
Support via Public Forum
Support via Email
Support via Phone
Usage Support
Design Support
Priority Bug Fix
New Feature Support
Languages English English, Spanish English, Spanish English, Spanish
Support Days N/A Mon-Fri Mon-Fri Mon-Fri
Max Response Time No limit 3 days 2 days 2 days
Number of incidents N/A 1 4 8
Support validity N/A 1 month 6 months 1 year
Price (without tax) Free £300 £1050 [1] £2000 [2]
  • [1] subsequent incidents charged at £230 each
  • [2] subsequent incidents charged at £210 each

Note that all amounts are specified in GBP (symbolised by the £ symbol)

DataNucleus Training

DataNucleus can provide on-site training focussing on the needs of customers staff. The backbone of DataNucleus training consists of:

  • Architectural Persistence Concepts
  • Persistence API choice
  • Object-Relational Mapping
  • Best practices, scalability, performance tuning and capacity planning
  • Administering and monitoring DataNucleus-based applications
  • Testing, debugging and troubleshooting
  • Process Lifecycle : project planning, design and implementation

Cost : Please Contact Us for details.

Conditions

  • There is no guarantee of service availability. Training would only be available in a location convenient for ourselves, such as Europe. Training is not currently available in the USA.
  • DataNucleus experts are English, and Spanish speakers, however training material is only written in the English language.
  • Customers must provide the resources necessary and in a timely manner to enable the DataNucleus expert(s) to perform the engagement.

Customers

We have many clients to whom we have provided services. Below are a small subset.

Nightlabs Metamicro
BMC Transcore
Yahoo W4
General Electric Lockheed Martin
Seismic Exchange LiveStream