Checklist For Technical Support From FFE Software, Inc.
Here's a chart summarizing the differences between the levels of technical support packages offered by FFE Software.

Technical Support Features	Primary	Premium	Premium 24x7
Primary - Standard technical support with first 30-days free
Unlimited communication & personal replies	X	X	X
Access via email direct to development engineers.	X	X	X
Escalation up to CTO when needed	X	X	X
Advice on commands & utilities	X	X	X
Advice on performance bottlenecks	X	X	X
Advice on backup & recovery	X	X	X
Updates & upgrades included	X	X	X
Premium - Technical support for advanced users and Fault Tolerant configurations
Developer logins to your server for mission-critical help		X	X
On-line help with crashes & recovery		X	X
On-line help with tuning & optimization		X	X
On-line help with bugs, fixes, & upgrades		X	X
Fault tolerance - Master/Standby issues		X	X
Check-up of database and JVM configuration		X	X
FirstSQL GUI and Command line tool issues		X	X
Max developer log-on & major project hours per month		2	10
Live phone operators on duty at USA dispatch center. Phone us 6am-4pm Mon-Fri London time for EMA.		X	X
Phone us 9am-7pm Mon-Fri New York time. (for customers in the Americas)		X	X
Phone replies from developers within 1 hour		X	X
Request by name individual developers		X	X
Premuim 24x7, 365 days per year.
Place emergency calls to developers 24x7, 365 days/year			X
Replies to emergency calls in 30 minutes 24x7			X
Access to entire dev team 24x7 in emergencies			X
One personal developer as your regular liaison			X

Technical Support Pricing on Annual Basis
Primary (30 days included free)	FirstSQL/J Professional = $99
	FirstSQL/J Enterprise Server = $239
Premium	$ 8,000 (for 2 servers)
Premium 24x7, 365 days per year	$ 36,000
Full Source Code	Contact FFE Software, Inc.

Contact FFE at 1-510-232-6800 or sales@firstsql.com if you have any questions or want to review the support agreement contract.