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Sawmill is a powerful hierarchical log analysis tool that runs on every major platform.
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SAWMILL TECHNICAL SUPPORT PROGRAMS

Premium and Basic Support Programs

Feature Details Premium Basic
Contract period One year One year
Support provided Phone, email Phone, email
Maintenance/minor updates Yes Yes
Free major upgrades Yes No
Initial Response Time 4 business hours 24 business hours
Hours of coverage 9am-5pm Pacific Time 9am-5pm Pacific Time
Account manager Available Not available
Off hours support Yes, if prearranged No
Cost 25% of list license price 10% of list license price
Multiple year discount 10% per year beginning with the second year, up to 5 years

Individual Support Program (no contract)

Feature Details Per-incident Free
Support provided Phone, email Email, forum, (no phone support)
Maintenance/minor updates Yes Yes
Response time 24 business hours 48 business hours
Hours of coverage 9am-5pm Pacific Time 9am-5pm Pacific Time
Cost $49 0

Notes:

  • A Maintenance Release is a bug-fix update with an increase in the third version number (after the second decimal point of the version). For example, 8.1.4 to 8.1.5 is a maintenance release to fix a small number of bugs.

  • A Minor Release is a small feature improvement update with an increase in the second version number (after the first decimal point of the version). For example, 8.0.9 to 8.1.5 is a minor release to implement some small features.

  • A Major Release is an upgrade with significant new features and/or significant performance improvements with an increase in the first number of the version. For example, 7.2.18 to 8.1.5 is a major release to upgrade significant features.

  • The Multiple Year Discount reduces the cost of Premium and Basic support by 10% per year, beginning with the second year, for up to five years. For a Premium Support contract, which is priced at 25% of the license price, the second year costs 22.5%, the third year 20%, the fourth year 17.5%, the fifth year 15% and the sixth year 12.5% of the license price. For a Basic Support contract, which is priced at 10% of the license price, the second year costs 9%, the third year 8%, the fourth year 7%, the fifth year 6% and the sixth year 5% of the license price. No Multiple Year Discounts are offered past six years, and the discount only applies at initial purchase or during a renewal.

If you have questions about the support programs, please contact us at sales@sawmill.net.

For a complete description of Premium Support, see the Sawmill Premium Support Program documentation.

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