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Le 2010-10-25 12:37, jonathon a écrit :
On 10/24/2010 12:53 AM, Michel Gagnon wrote:

Free support:  This support is most suitable for individuals.

Paid Level 1 support: This support level is suitable for individuals,
SOHO, and organizations that want per incident support;

Paid Level 2 support: This support level is most suitable for small and
medium business;

Paid Level 3 support: This support level is most suitable for medium to
large businesses.

Paid Level 4 support: This support is most suitable for large
businesses. This level of support provides customization of the program,
to the specific business requirements.

Paid Migration support:  This support is for individuals or
organizations that are migrating to LibreOffice from either no software,
or any other software.

Something that would be nice to have, would be a public wiki that covers
virtually everything that Level 1 and Level 2 support would need to
know.  Something that was designed so that the end user that knows
nothing about the program, could find an answer, without having to make
a phone call, email a question.


One thing that has to be clear on the website: apart from IT specialists
and maybe a few administrators in large corporations, most people don't
know anything about those levels. Maybe the levels 3 and 4 could
remained defined that way,

but the more basic levels should be defined in terms human beings

# Free Support: This is the support that is available from browsing the
wiki, reading the available documentation, and asking questions on the
web forums, or mailing lists. This support is available gratis.

# Paid support:

* Phone / e-mail Support (Paid Level One Support):  This level of
support is suitable for individuals, and organizations that are willing
to pay for the privilege of being able to pick up the phone and have
their questions answered. The essential difference between this support
and Free Support is that you are paying for your query to be immediately

* In person support (Paid Level Two Support): This level of support is
suitable for individuals and organizations that are willing to pay for
an individual to physically come to their premises, and be shown how to
solve their issue;

* Off site customization (Paid Level Three Support):  This level of
support is intended for medium to large businesses that want specific
functions or capabilities that can be obtained by writing an extension
to LibO;

* On site customization (Paid Level Four Support):  This level of
support is intended for medium to large businesses, that require
extensive customization of LibreOffice, to integrate with their work
flow, or specific business needs.

* Paid Migration Support: This support is for all users (individual,
corporate, enterprise) of LibO.  It covers issues such as:
* How to set up LibO;
* How to access documents created with other software in LibO;
* LibO training;
* Workflow integration;
* Differences with other software;
Depending on the situation, this can be either in person, or by phone.

I realize that these descriptions do not line up with the usual industry
definition or description.   I'm trying to phrase it so that Joe Sixpack
can make a reasonable guess about the support he wants, and is willing
to pay for.


Hi Jonathon:

I just realized with your last statement, that you say the descriptions don't line up with the usual industry definition. Do the levels line up? The levels should still follow industry standards. Just wondering if the ones you describe up above here are still describing the industry standard levels.

I would like to use these on the Canadian Wiki page.


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