Annual Support Contracts
rPath provides Standard and Premium support for customers as follows:
- Standard support covers issues raised from 9am-9pm Eastern time exclusive of rPath holidays.
- Premium support covers issues raised any time of any day of the year (24x7x365)
We offer annual support contracts per named contact. A named contact is
a person designated by the customer who is authorized to contact rPath
for support. A customer may change the designated contact at any time
during the course of the contract year.
Both support levels cover answers and advice on:
- Customization of the rPath Appliance Platform software
- Usage, functionality, troubleshooting and customization of the Linux Services
- Packaging of third party software in rBuilder
- Group creation and definition
- Release management processes
- Other topics related to the process of creating an appliance
Issue tracking and knowledgebase
rPath provides an online issue tracking system
that includes a full text search capability for finding resolutions to
similar issues, etc. All public issues are also indexed by Google for
easy access.
Communication with rPath
rPath offers several ways to communicate with us as a customer. Please see the documentation wiki for full details.
Product downloads
For existing customers with entitlement keys, you will have received an
email with instructions on downloading your licensed products. If you
need a refresh of these instructions, please mail issues+support@rpath.com and request download information.
Security and product bulletins
rPath provides update bulletins and security alerts on a regular
basis via mailing lists. Additional information is also available here:
To receive only security updates but not maintenance updates, subscribe to security-announce@lists.rpath.com.
To receive both security and maintenance updates, subscribe to update-announce@lists.rpath.com.
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