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  • CollabNet Enterprise Edition Services


    Helping organizations transform from silo-based software development to a distributed approach that fosters collaboration is CollabNet's sole focus. CollabNet consultants and support staff are industry veterans with unmatched experience. They have empowered some of the largest, most complex development organizations to work effectively across functions, geographies, and projects. What's more, this unique expertise can be rapidly transferred to development teams of any size through CollabNet's Support, Training, and Consulting Services.


    Support Programs for CollabNet Enterprise Edition

    Enterprise Program Levels

    Services
    Silver
    Gold
    Platinum

    Pricing (yearly Subscription)
    18%
    22%
    25%

    Application Support Services

    Support Hours
    8x5
    Choice of U.S./Pacific or India Standard Time
    24x5
    U.S./Pacific Time Only
    24x7

    Annual Open Case Allotment
    74
    120
    Unlimited

    Named Contacts
    2
    5
    10

    E-mail support / Online case tracking / Self-service support portal
    24x7
    24x7
    24x7

    Phone Support
     

    Software and Patch Maintenance

    Site Upgrades
    w/ SOW
    w/ SOW
    w/ SOW

    Access to CollabNet community support

    Technical Support Account Manager (TSAM)
    Optional
    Optional
    Optional

    Response Service Level Agreement (SLAs)

    Priority #1 - Critical
    3 Hrs
    2 Hrs
    60 Min

    Priority #2 - Major
    24 Hrs
    16 Hrs
    8 Hrs

    Priority #3 - Minor
    2-3 Days
    1-2 Days
    24 Hrs

    Priority #4 - Low
    2 Wks
    1 Wk
    5 Days

    Application Management Services

    Project Creation Support
     

    Artifact Creation Support
     

    Roles and Permissions Setup
     

    Site Branding Support
     
     

    Process Management Services

    Conversion Processing Included (CVS to SVN per repository)
    0
    2
    4

    Custom Upgrade Project Plan
     
     

    System Management Services

    Incident Reporting and Root Cause Analysis
     
     

    Site Architecture Review (quarterly)
    Required
    Required
    Required

    Server Recommendations (production, backup, data, staging, & disaster recover)
    Recommended
    Recommended
    Recommended

    Quarterly Audits (projects, users, & modifications)
    Required
    Required
    Required

    Roles Review (system admins, host & domain admins, project owners, & users)
    Optional
    Optional
    Optional

    Certified Integrations

    CollabNet Desktop – Eclipse Edition

    CollabNet Desktop – Visual Studio Edition

    CollabNet Subversion Connector to IBM® Rational® ClearCase®
     
     

    CollabNet Subversion Connector to HP Quality Center

    CollabNet Tracker Connector to HP Quality Center

  • Customer Support Login

    Login to the Customer Support Portal to track support requests

    Contact CollabNet

    Phone Number: 1-888-778-9793

    Email Address: info@collab.net

    Or use our online Contact Form

    The addition of CollabNet Enterprise Edition to BEA dev2dev is designed to allow developers to collaborate on projects and share information regardless of proximity and location. The CollabNet environment provides a centralized project workspace, enabling developers to easily download code samples, build applications, create their own open-source projects, and leverage the expertise of other BEA technical experts. The CollabNet environment integrates tools for knowledge management, communication management, and project administration to create a bi-directional collaborative workspace for participants to share source code and best practices. Adam Fitzgerald, Director of Developer Relations, BEA Systems