General | Packages | Support Incidents

General

What is the DotNetNuke Subscription Program?

The DotNetNuke Subscription Program provides business customers with Responsive, High-quality, Consistent and Reasonably-priced technical support for DotNetNuke.

What are the services offered through the program?

The Subscription Program enables business customers to obtain technical support for DotNetNuke. We support all technical issues related to installation, configuration, deployment, operation, module development and skinning for any version of DotNetNuke using an incident-based support response system.

We DO:

1. Help you resolve any technical issues you encounter while installing, configuring or operating DotNetNuke and core modules and providers.
2. Help you fix specific technical issues related to developing custom modules or skins for DotNetNuke.

We DO NOT:

1. Provide inbound, on-demand telephone or email support. (The only way to obtain support is by submitting a support ticket from the Support page to which all customers have access.) 
2. Perform any hands-on technical tasks on your systems unless, in our sole discretion, it is necessary in order to resolve a support incident.

When possible, we are happy to provide a quote or refer you to partners for the following services that are outside the scope of the DotNetNuke Subscription Program:

1. Contract or hourly consulting
2. Troubleshoot, install, configure, modify or recommend any third-party products
3. Develop any custom modules, skins, controls or providers.

Packages

What packages are available in the DotNetNuke Subscription Program?

Currently, two packages are offered: Bronze and Silver. Details are available here.

Support Incidents

What is a Support Incident?

A SUPPORT INCIDENT is defined as a single issue displaying specific symptoms where:

1. DotNetNuke Corp. agrees the problem is directly related with:
   • the OPERATION of DotNetNuke software or modules, or
   • the DEVELOPMENT of custom modules or skins
2. And a resolution can be reached using reasonable efforts.

 A single support incident may involve multiple round trips of contact.

SUPPORT INCIDENT - a problem that cannot be be broken down into separate subordinate issues. If a problem can be broken down into subordinate issues, each shall be considered a separate incident.

OPERATION - a problem that is directly related to DotNetNuke software or modules. Does not include the interoperability of DotNetNuke software with any third-party products.

DEVELOPMENT - a question related to the development of custom modules or skins for DotNetNuke.

What is the definition of Incident Resolution?

Once an incident is accepted by DotNetNuke Support, resolution of the incident shall be defined by accomplishing any one of the following:

• The incident results in a reasonable solution.
• The incident results in a reasonable workaround.
• DotNetNuke Corp. has determined the incident is related to a source that is outside the scope of the Subscription Program support parameters.
• DotNetNuke Corp. determines the incident is an enhancement request.