Advanced Support
In addition to the Installation Support offering, Open-Xchange also provides a simple mechanism to get additional support as needed. Support Packs are offerings for additional services provided by Open-Xchange for customers with valid subscriptions to the Maintenance Portal.
The Support Services include consulting, suggestions and information about the use of Open-Xchange products in production environments. Only those product versions which are current at the time of submitting a support request will be supported.
One incident is a single support request targeted to solve issues around Open-Xchange products, its integration into existing environments as well as the general usage and maintenance of the Open-Xchange software. One incident includes principally one problem, which can not be partitioned into subordinated problems. Shall a problem include subordinated problems, each will be treated as a separate support request.
The components listed below are generally excluded from support, if not otherwise stated in the content definition section of the Open-Xchange license agreement. This is a partial list and includes, but is not limited to:
Products of other vendors, vendor specific changes for OEM products, data recovery, or hardware support.
Strategic decision support, "How To" and consulting are only made available in exceptional situations and with the prior agreement of the support engineer. Root Cause Analysis is only made available in exceptional situations and after prior agreement from the support engineer. Onsite Support is provided by partners.
The following components will be supported as part of the Support Packs:
All Open-Xchange Server components used in conjunction with the standard Open-Xchange server and installed on an Operating System that is supported by Open-Xchange. The details on supported Operating Systems and other System Requirements can be found here .
Supported components in a standard Open-Xchange Server are:
Login / Logout to the system as User or Administrator
- Administration Front End
- All component functionality, which can be administered by the Administration front end. Note: Open-Xchange Server is capable of administering components included in the base operating system. Open-Xchange will only support the functionality used and configured with the Open-Xchange Administration front end.
- Configuration Files of the Open-Xchange Server
- Setting specific attributes, rights management, notes and links to objects
- User Interface
- Open-Xchange Server Portal
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- WebDAV usage
- OXtender for Microsoft Outlook
support for configurations which comply with our system requirements for the usage of the OXtender for Microsoft Outlook - Installation of the OXtender (for product offerings where Installation Support is not bundled with the product)
- Configuration of the OXtender for Microsoft Outlook
- Synchronization with Microsoft Outlook
- OXtender for Palm OS
support for configurations which comply with our system requirements for the usage of the OXtender for Palm OS - Installation of the OXtender for Palm OS (for offerings, where Installation Support is not bundled with the product)
- Configuration of the OXtender for Palm OS
- Synchronization with Palm
- Client Integration
- Mail configuration for a client (POP3, IMAP and SMTP)
- Connecting a global or private addressbook with LDAP configuration
- Integration into existing infrastructure
- External or internal Email provider
- Integration of existing Mailserver
- requesting Mails via Fetchmail with an external Mailserver
- sending Mails through an external Mailserver (Relay Server) with Authentication
- SyncML - Server component
- Setting up and installing SyncML Server
- Installation Support (details see Installation Support section) for products, which do not have Installation Support bundled with the offering at purchase, e.g. Installation Support for Open-Xchange Small Business Server
Not supported components include, but are not limited to:
- External Clients: MS Outlook, Evolution, KDE Kontact
- Mobile Device Support
- Mobile Device Client Synchronization using third party or carrier native applications
- Operating System Support: SUSE LINUX Enterprise Server, Red Hat Enterprise Linux
To get technical support from Open-Xchange for scenarios which are not covered by the Advanced Support, you need an individual support contract. Please send us your specifications - and we will come back to you with a special offer.
