RONDHUIT provides customers developing a search system that uses Lucene/Solr with technical support. RONDHUIT engineers will give advices to a wide variety of questions you have during development and/or problems you face during its operation.

This service is provided for end users, who have Lucene/Solr installed for enterprise-wide service, and for system integrators who develop an application with Lucene/Solr integrated and provide the system to certain customers.

The support service comes with an account that allows you to access a member page and read through technical information on Lucene/Solr. This will help you obtain information on critical failure and new feature as well as tips to solve search system related problem you encounter on regular basis.

Followings are 2 types of programs we provide to customers depending on their usage situation.

• BASIC Support Service
• PRO Support Service

Lucene/Solr Service Level Agreement

	BASIC Support	PRO Support
Support Reception Hours	Monday – Friday 9:00-17:00
Turnaround time (initial response)	Within 6 business hours（＊１）
Communication Method	Email to the support email address or via phone.
Number of Incidents（＊2）	15	24
Number of people who can contact（＊3）	1 people	2 people（Up to）
Supported version	Most recent major version Second most recent major version (within a year from release of the most recent version) (including provision of patches) Ask for older versions.

＊１：The initial response has an answer to your question and, depending on your question, status reports including “Your Question Received”, “Confirmation of Your Question in Detail”, “Reproduction of the Phenomenon in Progress”, “Reproduction of the Phenomenon Completed”.
＊２：We will decide the scope of an incident based on the 4 hours or less of investigation time as one.
＊３：We will ask the registered engineers who will be contacting us with questions to take “Solr Basics” and “Solr Advanced” provided by RONDHUIT in advance.


We also provide technical support on ManifoldCF, a crawler that highly compatibility with Solr. Just like technical support on Lucene/Solr, RONDHUIT engineers will give advices to a wide variety of questions you have regarding ManifoldCF and/or problems you face during its operation.

ManifoldCF Service Level Agreement

	BASIC Support
Support Reception Hours	Monday – Friday 9:00-17:00
Turnaround time (initial response)	Within 6 business hours（＊１）
Communication Method	Email to the support email address or via phone.
Number of Incidents（＊2）	12
Number of people who can contact（＊3）	1 person
Supported version	All version of ManifoldCF, including minor versions, within 2 year of release date. Ask for older versions.

＊１：The initial response has an answer to your question and, depending on your question, status reports including “Your Question Received”, “Confirmation of Your Question in Detail”, “Reproduction of the Phenomenon in Progress”, “Reproduction of the Phenomenon Completed”.
＊２：We will decide the scope of an incident based on the 4 hours or less of investigation time as one.
＊３：We will ask the registered engineers who will be contacting us with questions to take “ManifoldCF” provided by RONDHUIT in advance.

OpenNLP Service Level Agreement

	BASIC Support
Support Reception Hours	Monday – Friday 9:00-17:00
Turnaround time (initial response)	Within 6 business hours（＊１）
Communication Method	Email to the support email address or via phone.
Number of Incidents（＊2）	12
Number of people who can contact	1 person
Supported version	OpenNLP 1.9.0. Ask for other versions.

＊１：The initial response has an answer to your question and, depending on your question, status reports including “Your Question Received”, “Confirmation of Your Question in Detail”, “Reproduction of the Phenomenon in Progress”, “Reproduction of the Phenomenon Completed”.
＊２：We will decide the scope of an incident based on the 4 hours or less of investigation time as one.

Support Coverage

The support service covers the followings.
Support regarding the usage of products.
Support regarding compatibility and operability of products.
Support regarding the contents of product documentations.
Support regarding failures (program code investigation).

The following items are handled by our consulting service.
Installation consulting (system building).
Planing.
Application development, customization, and debugging.
Analysis of problem occurred in your unique environment that include software by other venders.
Document analysis problem caused not by product packages or included products.
Sample code development requested by customer.
Performance analysis and tuning.
Preparation of Japanese manual (including translation).
Provision of various information lists that do not directly affect your problem.