Every customer has different support needs, so we have a flexible approach for helping our customers succeed with Shibboleth and SimpleSAMLphp Identity Provider (IdP) and Service Provider (SP) implementations. Here is a description of our support offerings:
This option is best for customers who need help getting past a specific issue -- either a system design/architecture problem or installation/configuration issue. The four hours can be used however you wish, but typically there is a short (1-2 hour) consultation call. After the initial call, there are typically a couple of e-mail exchanges with problem solving continuing here, followed by another shorter call or two to round out the time.
Annual Support Retainer
We offer annual support retainers, typically in a block of 20 hours. Our support retainer includes:
- Email, phone and WebEX support
- 1-2 day turnaround
- Emergency support (24×7)
- Assistance with software upgrades and patching
- Assistance with configuration changes (eg. adding new attributes, metadata, federation)
We can also work with you on an hourly basis. We have many customers who just need to schedule an hour of support when they run into a specfic issue.
Fixed Cost Engagements
For larger projects like system upgrades, we develop a statement of work with a fixed number of hours. We have been helping other schools recently with planning and executing on Shibboleth IdP V3 upgrades.
Contact us to discuss your support needs and get a customized quote.