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Software and support scope

Realfuture provides enterprise technical support for an agreed commercial software scope. Community project governance and community releases remain independent.

Confirm in the proposal​

  • Software: product edition, release, runtime and connector components, and environments covered.
  • Maintenance: supported versions, term, start date, patch scope and end-of-maintenance arrangements.
  • Support: service hours, languages, time zone, contact channel, incident severity and response targets.
  • Responsibilities: infrastructure, platform, runtime, source and target systems, backups and upgrades.
  • Additional services: migration, integration, training, tuning or customization, including deliverables and acceptance criteria.

Response targets and resolution commitments are different. Do not infer a fixed maintenance term or 24/7 coverage from the edition name alone; the agreement specifies the service provided.

Prepare a support request​

Include component versions, the impact, when the issue started and the steps leading to it. Share only sanitized information through initial contact channels. Coordinate any access to production systems or detailed diagnostic material through the agreed support process.

Compare software and service options or speak with the team.