IBPhoenix Services

IBPhoenix Services

Support and Customer Services for Firebird and InterBase

To purchase support services for Firebird or InterBase, or to get more information please contact us, or select the service(s) you wish to purchase and order them on-line.

If you have questions or suggestions regarding our support and customer services please send us your feedback.

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Choosing the right service for your needs

IBPhoenix offers a selection of support options designed to meet the needs of Firebird and InterBase databases. The offerings range from free services, to sophisticated technical account management and contract development.

• Free Services
• E-Mail Support
• Phone Support
• Premium Support
• Training
• Other Services

Free Services

Available

• User Groups, Forums and Lists
  Connect to and talk to other developers and users of Firebird and InterBase. The lists range from pure user questions to detailed discussions of the implementation. They offer a way to learn from other's mistakes, quick help for most problems, and a way to influence further directions of Firebird.
• Knowledge Base
  An extensive collection of articles on Frequently Asked Questions about FireBird and InterBase.
• Mers List Archive
  All of the contents of the old Mers list in a searchable format.

E-Mail Support

30 Day E-Mail Installation Support

IBPhoenix offers installation support for 30 days on any Firebird and InterBase platform. The 30 days begin when the first support call is made. Questions are limited to installation problems and are submitted via email. Maximum response time is four hours.

Paid by Purchase Order or via Credit Card (Visa or MasterCard)
Available Monday through Friday, 8:00 AM - 5:00 PM

Unlimited E-Mail Support for 30 Days

IBPhoenix offers general support for 30 days on any Firebird or InterBase platform. The thirty days begin when the first support call is made. Questions are submitted through e-mail and maximum response time is 2 business days.

Paid by Purchase Order or via Credit Card (Visa or MasterCard)
Available Monday through Friday, 8:00 AM - 5:00 PM

Unlimited E-mail Support for 1 Year

IBPhoenix online support provides technical assistance via electronic mail on an annual contract basis for one designated contact. Questions are submitted through e-mail and maximum response time is 2 business days.

Paid by Purchase Order or via Credit Card (Visa or MasterCard)

Phone Support

Full Unlimited Support for 30 Days

Provides 30 days of unlimited telephone support calls for one designated contact to IBPhoenix Technical Support on all Firebird and InterBase related issues. This service is designed for the developer or end user who needs more assistance at a specific times during a project life cycle (e.g. development or deployment).

Paid by Purchase Order or via credit card (Visa or MasterCard)
Available Monday through Friday, 8:00 AM - 5:00 PM

10 Pack of Incidents

Incident Support offers access to technical support on Firebird and InterBase as needed. This service is designed for the developer or end user who needs only occasional assistance.

An incident is a single discrete support issue with Firebird or InterBase and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate parts. Before IBPhoenix responds to an incident, the customer and the IBPhoenix engineer must agree on what the problem is and the parameters for providing a resolution. Resolution of an incident may span several telephone calls or e-mails or one telephone call may resolve several incidents. Incidents can be pre-purchased in packs of 10.

Incident based support, designed for customers who need support from time to time. 10 Packs expire one year from purchase or when all incidents have been used, whichever occurs first.

Paid by Purchase Order or via credit card (Visa or MasterCard)
Available Monday through Friday, 8:00 AM - 5:00 PM

1 Year Unlimited Support for 2 Contacts

Paid via Purchase Order
Available Monday through Friday, 8:00 AM - 5:00 PM

Premium Support

IBPhoenix Account Management

This is the IBPhoenix service option for customers who have made a strong commitment to Firebird/InterBase and require a direct relationship with specific individuals at IBPhoenix. Account Management provides three designated contacts unlimited access to a designated senior support engineer.

Account Management ensures success with an initial on-site visit, guaranteed one-hour response time on highest priority issues and two hours on lower priority issues. In addition, Account Management customers will receive quarterly account activity summary and conference calls.

This option also includes the Subscription Service.

Paid via Purchase Order.
Available Monday through Friday, 8:00 AM - 5:00 PM

IBPhoenix Premium Service

The IBPhoenix Premium Support program provides technical support and account management to large organisations implementing Firebird or InterBase within mission critical applications. This service provides five designated contacts unlimited access to a dedicated technical account manager during normal business hours. In addition, emergency access is provided to a technical engineer 24 hours a day, seven days a week, via a message line, with direct access to an engineer on duty.

All Premium Service customers are assigned an IBPhoenix technical account manager who is responsible for implementing and managing all aspects of our technical services for the customer. The account manager ensures successes by providing at least one annual on-site visit, guaranteed one-hour response time during business hours, and monthly account summaries and conference calls.

Includes the Subscription Service.

Includes one training class per year at your site for a maximum of 12 students. Price includes training material, and instructor costs, but does not include travel and accommodation expenses.

Paid via Purchase Order
Always available

Training

On-Site Training

IBPhoenix offers a two to five-day comprehensive training course taught at your own location anywhere in the world, for a maximum of 12 students. On-site training is a cost-effective method of providing training to a number of employees.

Price includes training material, and instructor costs. But does not include reasonable travel and accommodation expenses.

Prices vary from 750 to 2500 euros per day according to the content (defined by you) and the number of students.

Other Services

VMware Appliance

IBPhoenix Consulting

Many applications would benefit from a performance, database design, debugging, or application design review. For on-site assistance to help you implement your development projects, we offer the expertise of the IBPhoenix Consulting Team.

Paid by Purchase Order or via Credit Card (Visa or MasterCard)
Price: Varies, minimum $1,000.00/day plus reasonable expenses.

IBPhoenix Engineering Services

IBPhoenix can provide with engineering resources to add new functionality or fix immediate problems with the Firebird source code. We can also assist you in certifying or porting Firebird to a new platform or version of an operating system.

Paid by Purchase Order or via Credit Card (Visa or MasterCard)
Price: Dependent on the engineering request and the work that is involved.

IBPhoenix Database Repair

IBPhoenix has tools to fix many types of corruption in both InterBase and FireBird databases.

Paid by Purchase Order or via Credit Card (Visa or MasterCard)
Price: $390.00/2 hours, 2 hours minimum. Then $195.00 per hour until the repair is completed.