The following summarizes the Service Level Agreement Terms for ICEfaces Standard, Premium and Premium Plus SLA levels.
| Standard SLA Terms |
| # of Support Queries 25 with EE Standard (5 with EE Basic) |
| # of Supported Developers 1 |
| # On-line Training Seats – |
| Supported Application Servers Tomcat, Jetty, JBoss, GlassFish |
| Supported Java EE Frameworks JSF, Facelets |
| Support Interface Email / Support Portal |
| Emergency Response Time* 24 Hr. |
| Response Time* B1 – 1 Day B2 – 2 Days B3 – 7 Days B4 – 15 Days |
| Cluster Support Tomcat , JBoss (N/A with EE Basic) |
| Failover Support N/A |
| Emergency Patches N/A |
| Custom Builds N/A |
| License Indemnification N/A |
| Premium SLA Terms |
| # of Support Queries 50 |
| # of Supported Developers 2 |
| # On-line Training Seats – |
| Supported Application Servers Tomcat, Jetty, GlassFish, JBoss EAP, WebLogic, WebSphere |
| Supported Java EE Frameworks JSF, Facelets, Hibernate, EJBs, CDI, Spring, Portals |
| Support Interface Email / Support Portal / Phone |
| Emergency Response Time* 8 Hr. |
| Response Time* B1 – 8 Hours B2 – 1 Day B3 – 5 Days B4 – 10 Days |
| Cluster Support Tomcat, JBoss, WebLogic, WebSphere |
| Failover Support N/A |
| Emergency Patches Yes |
| Custom Builds N/A |
| License Indemnification N/A |
| Premium + SLA Terms |
| # of Support Queries Unlimited |
| # of Supported Developers 2 |
| # On-line Training Seats 2 |
| Supported Application Servers Tomcat, Jetty, GlassFish, JBoss EAP, WebLogic, WebSphere |
| Supported Java EE Frameworks JSF, Facelets, Hibernate, EJBs, CDI, Spring, Portals |
| Support Interface Email / Support Portal / Phone / Remote Desktop |
| Emergency Response Time* 4 Hr. |
| Response Time* B1 – 4 Hours B2 – 1 Day B3 – 5 Days B4 – 10 Days |
| Cluster Support Tomcat, JBoss, WebLogic, WebSphere |
| Failover Support Yes |
| Emergency Patches Yes |
| Custom Builds Yes |
| License Indemnification Yes |
