Be present for each step of your project Support

Support

As the editor of the Centreon software range, MERETHIS offers to its customers various forms of support to ensure your teams availability of specialists when you need it.

Our expertise minimize the service interruptions of the software and allow you to receive advice on integrating new components into the architecture in place. Our support is corrective and advisory.

MERETHIS professional support packages guarantee you an excellent quality of service for the resolution of all incidents related to your Centreon and Nagios environment. The support also includes the correction of any software malfunctions that might be encountered when using the products.

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Available support options include:

The "Bronze", "Silver" and "Gold" professional support packages, all based on the consumption of support credits. The severity of an incident opened for support will be decisive on the number of credits charged;
The "Platinum" professional support offers corrective maintenance services for an unlimited number of such incidents. Pricing is based on the number of central servers and Centreon and Nagios data collectors.

The "Bronze", "Silver" and "Gold" professional supports

Support	Bronze	Iron	Silver	Gold
Duration	1 year	1 year	1 year	1 year
Credits	50	100	200	400
Support	Web	Web / Phone	Web / Phone	Web / Phone
Identifided contacts	2	3	3	5

Incident severity	Minor	Major	Blocking
Consideration and by-pass	8 hours	4 hours	2 hours
Corrective solution	5 days	48 hours	24 hours
Credits	10 credits	14 credits	18 credits

The "Platinum" support

Support	Platinum
Duration	1 year
Credits	Unlimited
Support	Web / Phone
Identify contacts	5

Incident severity	Minor	Major	Blocking
Consideration and by-pass	8 hours	4 hours	2 hours
Corrective solution	5 days	48 hours	24 hours

Support benefits

Customer Support Portal:

Our Internet support system is a direct interface between you and the Centreon project team. Incidents and questions are prioritized into various categories depending on their severity. They are then assigned to a team of technical experts to be resolved as efficiently as possible.

Telephone support:

This support services allow you to report incidents directly by telephone (Europe/Paris time zone business hours).

Remonte control:

MERETHIS recommends the installation of a means of remote control to assist the speedy resolution of incidents. MERETHIS support teams use the Cisco Webex software suite. All of the support options can be combined with remote control.

Guaranteed response time:

The response times will meet the SLAs (Service Level Agreements) that correspond to the severity of your incidents. Nonetheless, our support teams always try to respond to all questions as soon as humanly possible, very often earlier than the times stipulated in the SLAs. We guarantee to take your issue seriously, as best as we can, and to find you a work around as a preliminary measure in order to minimize the impact of any declared incident.

"On demand" custom developments:

Whenever necessary, or if your support credits are unused at the end of a contract, they can be converted into hours of custom development (Centreon Web, plugins, ...).
This option is not available for "Platinum" support contracts.

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Scope of support

Downloading and installation of Centreon and Nagios
Best practices for implementation
System configuration support
Corrections, resolutions and defect escalations

Support coverage

Centreon 2.x
Nagios 3.x
Nagios, Centreon and MERETHIS plugins
Centreon Core extensions

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