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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.

:. Products
FirstSQL/J Database Products
FirstSQL/J Enterprise Server v3.20

Administrative and Development Tools
Enterprise Server Tools

iodbc - a complete console utility for database access using ODBC.

:. Technical Papers
Technical Articles (all)
SQL Tutorial
Java Objects in the Database Tutorial
Frequently Asked Questions
Extended Referential Integrity
Highly Available Databases
Issue Papers (all)
Should Nulls be considered harmful?
Do DBMSs Process Subqueries Correctly?
Open Database Access and ODBC
Relational Databases, Do Users Benefit?
In Defense of Nulls
:. Company Info
FirstSQL Software

El Cerrito, CA 94530

E-mail: info@firstsql.com

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