Solace provides the following four services plans that cover all Solace products.
Contact Solace to purchase a support plan suitable to your needs.
2. Product Types
Solace PubSub+: A family of message brokers that is comprised of Solace PubSub+ appliance, Solace PubSub+ software message broker, and Solace PubSub+ Cloud.
Solace PubSub+ appliance: Purpose-built hardware offerings of Solace PubSub+. The appliance includes SolOS – a software package of operating system, firmware and associated environment and executables that runs on the appliance.
Solace PubSub+ software message broker: Software offerings of Solace PubSub+.
Solace PubSub+ Cloud: Messaging-as-a-Service offerings of Solace PubSub+ that run on a variety of public clouds.
Supporting Software Products: Solace also distributes a number of supporting software products that are not members of the Solace PubSub+ family of products. These include, but are not limited to, SolCache, Solace Message Cache, SolAdmin, Solace Geneos Agent, HybridEdge and the Solace Messaging Application Programming Interfaces (APIs).
Business Day: Monday to Friday.
Business Hours: 9:00 AM to 5:00 PM.
Enhancement: A non-binding request to Solace for a product improvement.
Hardware: The Solace PubSub+ appliance and any of its tangible components that are field replaceable, e.g., blades.
Initial Response Time: The length of time between initial contact with Solace Support and response from a Solace Support engineer acknowledging receipt of the issue. For Severity 1 or Severity 2 issues, contact must be by telephone in order to measure Initial Response Time.
On-Site Response Time: The length of time between when Solace Support determines a visit by a technician is necessary to the time when the technician arrives on site at the customer. On-Site Response Time applies only to the On-Site Field Repair Service provided under the Platinum+ Support Plan.
Severity 1 Issue: A critical error in a production system. Your service is down or business operations are critically impacted. There is no known workaround.
Severity 2 Issue: A system defect that is either a critical error for which a workaround exists or a non-critical error that significantly affects functionality of a Solace product.
Severity 3 Issue: An isolated or benign error which does not significantly affect the functionality of a Solace product. It disables only certain non-essential functions and does not materially impact system performance.
Severity 4 Issue: An information request, documentation issue or assistance with product functionality, installation or configuration. There is no impact to business operations.
4. General Support Plan Information
Term of Service
The term of each support plan is 12 months.
You can renew your support plan before it expires for an additional 12-month term and can continue to renew your plan this way until your Solace product reaches its Final Support Renewal milestone in the Solace Product Lifecycle, after which you can buy one last 12-month term.
If you purchase additional Solace products with associated support plans, you can arrange with Solace for an initial term of less than 12 months so that all your plans expire on the same date.
If your support plan has lapsed, you will need to pay all back support from the date your plan lapsed plus, if applicable, the current year’s support to renew the plan.
You may increase an issue’s severity level if you think the current one is inappropriate by contacting Solace Support. Escalations to Severity 1 or 2 must be followed up with a telephone call to ensure a timely response.
Support Duration for Release Versions
Version Numbers for SolOS & Software Message Brokers
SolOS and the Solace PubSub+ software message broker have version numbers of the form A.B.C.D. For example, 22.214.171.1241 is a correctly formatted version number.
A and B, the first and second components, are updated for Major releases, which provide new functionality and maintenance fixes.
C, the third component, is updated for Maintenance releases, which provide maintenance fixes and minor additional functionality.
D, the fourth component, is updated for Hotfix releases, which provide fixes for one or more critical issues.
New features introduced as part of a major SolOS release may not be supported on all Solace PubSub+ appliances and may require the purchase of a software license.
Major releases of Solace PubSub+ are supported for 3 years from the date of their first General Availability release.
Major releases of APIs are supported for 4 years from the date of their first General Availability release.
Supporting Software Products
Major releases of software products other that those within Solace PubSub+ and Solace APIs are supported for 3 years from the date of their first General Availability release.
Learn about Solace’s product lifecycle policy, and review milestones and phases from Product Introduction through to End of Support.
5. Support Response Time for Platinum and Platinum+
Solace Support’s highest priority is restoring your service. For Severity 1 and 2 issues, for quickest response, we recommend contacting Solace Support by telephone.
For a Severity 1 issue, emphasis is placed on re-activation of your production system or elimination of the critical impact to your business operations by the fastest means available. Once neutralized, the issue’s severity will be reclassified as appropriate to Severity 2, 3 or 4.
You should promptly provide remote access to the affected Solace products and make appropriate resources available to assist with issue investigation and neutralization. Use of a Web collaboration tool between you and Solace Support is an acceptable form of remote access.
6. Special Considerations for Solace PubSub+ Appliances
In the event of a hardware failure, a Return Material Authorization (RMA) must be issued by Solace Support before the hardware will be replaced. Solace will supply functionally equivalent or better replacement hardware which may be new or refurbished.
Any spares for your Solace PubSub+ appliances or hardware ship the next business day from Ottawa.
You are responsible for all aspects of returning failed hardware to Solace, including packaging, coordinating shipment and risk of loss. Shipping costs will be covered by Solace.
You must ship the failed hardware to Solace no more than 20 Business Days after you have received its replacement. If you don’t ship the hardware back within that time, you will be billed for the replacement at the then-current list price.
If the hardware is defective for reasons other than normal use, including damage in return shipping caused by insufficient packaging, you will be billed for the replacement at the then-current list price. If the hardware is defective due to damage in shipping from Solace, any replacement will be provided free of charge.
You are responsible for the installation of any replacement Solace PubSub+ hardware.
In the event of a Solace PubSub+ hardware failure, a Return Material Authorization (RMA) must be issued by Solace Support before the hardware will be replaced. Solace will supply functionally equivalent or better replacement hardware which may be new or refurbished.
Local sparing of Solace PubSub+ appliances and hardware is part of the Platinum+ Support plan.
A Solace technician handles all aspects of returning failed hardware to Solace, including packaging, coordinating shipment and risk of loss. Shipping costs will be covered by Solace.
On-Site Repair Service
Solace Support will dispatch a technician to your premises to install replacement hardware once the related support request has been investigated and a hardware repair activity has been deemed necessary. The on-site repair service is limited to replacing failed hardware and does not include installation of additional appliances. Troubleshooting your site’s physical infrastructure, such as power feeds and Ethernet cabling, is your responsibility.
To ensure availability and timely delivery to your sites of hardware and appliance spares, prior to starting your Platinum+ Support plan you need to discuss site locations and logistics with Solace. Street addresses for all locations covered by your Platinum+ support plan must be identified in writing to Solace in advance of sparing and on-site repair being offered to those locations. Solace may not be able to provide on-site repair to all your locations. Solace Support must be informed in advance about moves of appliances to new locations to ensure Platinum+ service is available when Solace equipment is deployed.
On-Site Response Time Targets
On-Site Response Time targets vary depending on the location of the deployed Solace PubSub+ appliances and the specific components being replaced. Targets will be established on a location-by-location basis prior to starting your plan.