IBPhoenix Support

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

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

30 Day E-Mail Installation Support
Platform Price $ Price € Price £
Windows, Linux, MacOS $ 100.00 € 80.00 £ 65.00
Solaris, HP-UX $ 150.00 € 120.00 £ 97.50
Other Platforms $ 200.00 € 160.00 £ 130.00

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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 30 Days
Platform Price $ Price € Price £
Windows, Linux, MacOS $ 750.00 € 600.00 £ 487.50
Solaris, HP-UX $ 1125.00 € 900.00 £ 731.25
Other Platforms $ 1500.00 € 1200.00 £ 975.00

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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)

Unlimited E-mail Support for 1 Year
Platform Price $ Price € Price £
Windows, Linux, MacOS $ 3500.00 € 2800.00 £ 2275.00
Solaris, HP-UX $ 5000.00 € 4000.00 £ 3250.00
Other Platforms $ 6500.00 € 5200.00 £ 4225.00

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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

Unlimited Phone Support for 30 Days
Platform Price $ Price € Price £
Windows, Linux, MacOS $ 1500.00 € 1200.00 £ 975.00
Solaris, HP-UX $ 2250.00 € 1800.00 £ 1462.50
Other Platforms $ 3000.00 € 2400.00 £ 1950.00

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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

Per Incident Phone Support (10 Incidents)
Platform Price $ Price € Price £
Windows, Linux, MacOS $ 2000.00 € 1600.00 £ 1300.00
Solaris, HP-UX $ 3000.00 € 2400.00 £ 1950.00
Other Platforms $ 4000.00 € 3200.00 £ 2600.00

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1 Year Unlimited Support for 2 Contacts

This service provides one year of unlimited telephone or e-mail access to IBPhoenix Technical Support on all Firebird and InterBase related issues for two designated contacts. This service meets the requirements of developers and users who want a complete support service. Service includes, bug fixing, custom builds etc.

Paid via Purchase Order

Available Monday through Friday, 8:00 AM - 5:00 PM

1 Year Unlimited Support for 2 Contacts
Platform Price $ Price € Price £
Windows, Linux, MacOS $ 10,000.00 € 7,300.00 £ 6,200.00
Additional Contacts $ 3,000.00 € 2,190.00 £ 1,860.00
Solaris, HP-UX $ 15,000.00 € 10,950.00 £ 9,300.00
Additional Contacts $ 4,500.00 € 3,285.00 £ 2,790.00
Others $ 20,000.00 € 14,600.00 £ 12,400.00
Additional Contacts $ 6,000.00 € 4,380.00 £ 3,720.00

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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 Account Management
Platform Price $ Price € Price £
All $ 50,000.00 € 36,500.00 £ 31,000.00
Additional Contacts $ 15,000.00 € 10,950.00 £ 9,300.00

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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

IBPhoenix Premium Service
Platform Price $ Price € Price £
All $ 100,000.00 € 73,000.00 £ 62,000.00
Additional Contacts $ 30,000.00 € 21,900.00 £ 18,600.00

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