Open Source « JOnAS” Application Server, Enterprise Support services for development and production environments

Bull Enterprise support for Jonas covers the use of JOnAS on all
Linux, Unix and Windows Operating Systems certified on the
adjacent platform. The supported components are:

• Functionalities described by J2EE or JEE specifications:
  •  Carol for jrmp, irmi, iiop, cmi protocols
  •  Axis, WSS4J (Web services)
  •  JacORB (iiop)
  •  JORM (persistence CMP)
  •  JavMail
  •  JOTM (Transaction)
  •  JORAM (Jms)
• Eclipse Jope plugin
• Jonas admin
  
  

	The management of JOnAS lifecycle to plan deployments in complete security 3 Standard Edition (SE) versions per year are supported each year, starting from the date of transition to “stable release level” at OW2 level. 1 Enterprise Edition account (EE) issued every 12 to 18 months is supported 3 years on a specific contract basis. Only the last EE version is commercialised. For previous versions, support covers consultancy, assistance for the search of bypass solutions and corrective provisioning (existing corrections only). Every new bug is fixed in the last current SE & EE supported releases.

Services

• Initialisation phase: transfer of main and necessary information to BULL’s team to understand the context. Contact with potential external parties.
• Consultancy and assistance on installation, definition and optimization of parameters, management and use of JOnAS Application Server solutions and software components.
• Assistance on resolution of anomalies with a view of known solutions, bypassing of errors, routing of unsolved anomalies to competence centres, provisions of corrections and follow-up from start to end.
• Proactive Support approach with a “Technical Account Manager” in charge of client’s technological environment analysis.
• Provision for Updates of software and technical patches by Internet.

Resolution Process

A multiple level support organisation allows optimizing the treatment of customers’ requests:

• 1st Level: Jonas product experts advise and search for the best adapted solutions. They start specific escalation processes and follow the resolution.
• 2nd Level: resolution of complex problems and finding bypass solutions, reproduction of incidents, escalation to level 3
• 3rd Level: Bull team development in charge of JOnAS in OW2 work to correct problems if there was no proposed correction at previous levels.

Service Level Agreements

• annual tacitly renewed contract - access to production support service for 2 designated customer contacts - access to development support service for as many
• developers as support subscriptions - 2 half-days of technical remote assistance at production - treatment of unlimited number of tickets on production
• environments - management of JonAS lifecycle (standard support edition and enterprise edition)
• Timetables of service: from 8am to 6pm (France time), from Monday through Friday, except public holidays. An extension of service hours is possible for production environments. 2 choices are available for Western Europe only:
  - Option 1: extension from 6am to 10pm (France time), from Monday through Saturday, except public holidays.
  - Option 2: extension to 24h/24 7 days, including public holidays
  - Option 3: half-day of supplementary remote service
  - Option 4: additional client interlocutor
• Time of recall: 1 hour maximum during the hours of contract
• The customer can record his/her request on BULL website, 24/7. The support specialist takes in account this request during the standard time of service.

Advantages of Free access support “Server of JOnAS applications”

• Bull is the team leader for the Jonas project products (control of versions, evolutions, and roadmaps).
• Privileged access at the community of the JOnAS developers (hence Bull developers) and the developers of the JOnAS components such as Joram-Scalagents, Axis-Apache…
• Priority Treatment of identified defects for the customers under contract of Jonas support. Active participation of the client with the future specifications of the product by taking into account their requests within the framework for evolution (roadmap)
• Support of the versions for several years.