Firebird Support¶

IBPhoenix provides Firebird support as Emergency Assistance Service or as annual support contracts at two levels: Standard and Premium.

Basic terms¶

Support is provided during Business Days that are Monday through Friday, excluding National Holidays in France and Czechia. Business Hours are 8 AM to 5 PM CET/CEST unless otherwise stated in the contract.

Response time represents the time until the support team will start working on the support request submitted by the customer.

Please note that there is no guaranteed duration to solve the support request as the complexity and underlying causes of issues can vary.

Standard¶

This level of support is ideal for all Firebird users who need occasional assistance in troubleshooting Firebird server deployments.

Service details:

• Assistance with all issues related to Firebird deployment, like installation and upgrade to newer versions, configuration (incl. backup strategies and replication), troubleshooting performance issues, server errors or crashes etc.
• Provided via our Customer Support Platform
• One designated contact
• Initial Response Time: 4 hours

Premium¶

This level of support is ideal for all Firebird users who need active assistance in ensuring the smooth functioning of their Firebird server(s), or application developers with a strong commitment to Firebird technology who need active assistance in designing and implementing optimal applications using Firebird.

Service details:

• All of Standard plus...
• We can help you write (or write for you) tools, scripts, connectors, or other utility code to process data stored in your Firebird databases or to automate Firebird maintenance tasks.
• We can also help you design solutions based on Firebird.
• For the duration of the contract, free access to Firebird tools and plugins developed by IBPhoenix for use within the organization
• For the duration of the contract, free access to all e-books published by IBPhoenix for use within the organization
• Up to 10 designated contacts
• Initial Response Time 2 hours

Emergency Assistance Service¶

IBPhoenix provides direct, immediate assistance to solve any Firebird-related issue (see Standard support) that is paid per hour of Working time with a minimum of four hours. This is intended for customers that do not have an existing support contract with us.

Pricing¶

Price of Firebird Annual Support Contracts:

Emergency Assistance Service price per hour:

Paid by Purchase Order.