GADS Open Source Support Plans
It's a common misconception that open source software means it's unsupported, that
if you want to have support you have to buy commercial software. Nothing could be
further from the truth.
The reality is that open source software is written by professional coders, is fully
production quality and support is available. The major difference between commercial
software and open source software is this:
- With commercial software, you pay for the use of the software and you also have
to pay for support. Usually, you have to pay for the software itself on an annual
basis or pay for every upgrade. And even paying for software fees and support won't
get you access to the source code.
- With open source software, you get the software for free, including access to the
source code. And many open source companies like the GADS Open Source Project offer
paid support for their products.
Business Edition is provided to all users at no cost. The Plan allows response
times for support of up to 2 business days. Email support is available to users
covered by Business Edition plans.
Enterprise Edition provides faster response times for support: 2 business hours
for critical issues to 1 business day for minor issues. Technical phone support
** as well as email support is available to users covered by Enterprise Edition
The Support Level Target Response Times listed in the matrix below apply during
normal GADS Open Source Project Business Hours.
Pre-paid support prices start from $152 (USD) for 4 support units (15 minutes per
unit), which is well within reach of many single-plant sites, and $1,420 for a 10
Hour Block (40 support units = 10 hours at 15 minutes per unit) for small- and medium-sized
While $6,600 for a 50 Hour Block (200 support units = 50 hours at 15 minutes per
unit) may be more suited for larger generating companies, depending upon your needs
this may be more cost-effective for any sized company.
You pay only for what you need. And you are only charged for the support units actually
used ... the rest are banked until needed.
If any issues are the result of software bugs/errors, you will NOT charged for any
* Critical: Any issue classified as a customer "Work Stoppage". Severe: Any issue
that can be temporarily resolved with a proposed workaround solution. Minor: Any
issue where the software is operating in substantial conformance with the published
documentation with limited or reduced functionality.
** Telephone support available Mon-Fri, 9:00 AM and 6:00 PM Central Time (Dallas,
Texas, USA - standard time UTC/GMT -6 hours), excl. U.S. holidays. International
phone support will be provided consistent with client's normal local business hours
with advance arrangements.
Disputes. Any action based on this Agreement, including disagreement, disputes
regarding the terms and conditions, alleged breaches of contract, and remedies under
contract, shall be governed by the laws of the State of Texas and shall be adjudicated
exclusively by a court of competent jurisdiction in Frisco, Texas. CLIENT expressly
agrees that it is subject to personal jurisdiction in Texas.