Merb Support
Engine Yard is offering Merb Support! Now you can safeguard your enterprise applications by having a dedicated team of Merb experts available to solve problems or bugs in your code. Engine Yard Merb developers, including Yehuda Katz and Carl Lerche, will be providing two levels of Merb support. These new support levels are:
Basic Support
- $1,200/user/year
- Allows priority submission of bugs
- No limits on bug submissions
Read the Basic Support User Agreement.
Incident Support
- $1,200/year
- 5 support incidents/year
- Must have a Basic Support subscription
- Additional support packs available for $1,200 for 5
- Additional single incident available for $300
- Designed to help resolve issues related to Merb during the application development process
Read the Incident Support User Agreement.
Sign Up!
Interested in Merb Support? Fill out the form below and a Merb Support expert will contact you to discuss how we can help you with your Merb application.
User Agreements
Basic Support Service Description
- Nonrefundable advance payment of $1,200 for a twelve month subscription for a single seat.
- Priority unlimited submission of Merb bugs.
- Engine Yard will report back if a submission is a bug.
How to contact Engine Yard
Customer has the right to submit an issue ticket to Engine Yard’s ticket repository, which is reserved for Basic Support subscribers. Each request must include relevant error messages, system configuration, versions, and other similar items.
How communication will proceed
Customer will receive a confirmation email after submitting an issue report. Engine Yard may request further information from Customer via email or IRC to determine if an issue is an error in the Merb software or to diagnose the problem.
Response time
Engine Yard will use reasonable efforts to respond to issue reports within two business days. However, that a specific response time is not guaranteed.
What answers Customer can expect
Engine Yard will confirm whether the issue reported is a bug (i.e., an error in the Merb software as provided to Customer by Engine Yard) or not a bug. There are no guarantees when or if any submitted issue will be fixed. Depending on availability of Engine Yard resources and the nature of the bug, Engine Yard may, at its option, provide initial assistance with a work around.
Who will be responding
Members of Engine Yard’s Merb development team.
What is covered
Basic Support provides a mechanism to submit discovered bugs in the Merb public API directly to Engine Yard’s Merb development team.
What is not covered
Basic Support does not cover bugs in non-Merb application code and Merb private APIs.
Benefits
The ability to have the attention of Engine Yard’s Merb development team to highlight issues that are important to Customer.
Incident Support Service Description
- Must have a current subscription to Basic Support.
- Nonrefundable advance payment of $1,200 for five support incidents per twelve month subscription.
- Additional support packs available: Nonrefundable advance payment of $1,200 for five incremental support incidents for a twelve month period, or a nonrefundable advance payment of $300 for one single incident.
How to contact Engine Yard
Customer can begin an incident by submitting an issue to Engine Yard Merb Support email address. The submission must include all relevant information about the incident and either a call-back telephone number or freenode IRC nick. Engine Yard will provide an exclusive, private IRC channel for Incident Support customers.
How communication will proceed
A communication time will be mutually agreed on by Engine Yard and Customer during Engine Yard business hours (9:00 a.m. to 6:00 p.m. US Pacific Time).
Response time
Engine Yard will use reasonable efforts to respond to incident submissions within two business days. However, a specific response time is not guaranteed.
Time availability
Engine Yard’s time obligation with respect to each incident will be limited to one hour. If more than one hour is required, an additional support incident will begin. Customer will be notified and asked for permission before an additional support incident will begin.
Who will be responding
Members of Engine Yard’s Merb development team.
What is covered in an incident
Engine Yard will use reasonable efforts to resolve or provide assistance regarding issues related to Merb and Customer’s use of Merb while developing a Merb application.
Benefits
Direct access to Engine Yard’s Merb development team members to help work through issues related to Merb and Merb application development.
