Support for Vigo
Vigo is free to run at any size. If your organization needs a vendor of record, response times and help in production, Alexander4 sells support subscriptions. Each one covers both Vigo and Connwaer.
Community
- GitHub issues and email
- Best effort, no response time
Standard
- 1 business day response target
- Email support
- Configuration guidance, bug fixes and upgrade help
Premium
- 4-hour response to production outages, 7 days a week
- Response times in the contract, with service credits
- Named engineer and a quarterly review call
- Private notice of security fixes 7 days early
Enterprise
- Everything in Premium
- Faster response times
- Terms agreed with your organization
Response times
The time from when we receive a ticket to when an engineer replies. Business hours are 8am to 5pm Pacific, Monday to Friday, excluding US federal holidays.
| Severity | Standard | Premium |
|---|---|---|
| Production down | 1 business day | 4 hours, 7 days a week, 7am to 7pm Pacific |
| Degraded service | 1 business day | 1 business day |
| Everything else | 1 business day | 2 business days |
| Commitment | Targets | Part of the contract, with service credits |
| Channel | Email and direct contact with your engineer |
Standard and Premium do not include 24/7 cover. For a faster response, or terms these two packages don't cover, email vigo.support@alexander4.io for an Enterprise quote. Premium earns a credit of 2% of the annual fee for each late production-down response, up to 10% a year, applied to the next invoice.
Common questions
What counts as production down?
The Vigo server is unavailable, or agents cannot converge across a significant part of your production fleet, and there is no workaround. Degraded service means Vigo works but a production function is impaired, or a workaround exists.
How are nodes counted?
A node is a machine running the Vigo agent or the Connwaer agent and enrolled with your Vigo servers. A machine running both counts once. You report your count when you buy and at each renewal.
What does support cover?
Configuration guidance, bug triage and fixes, and upgrade help. It does not cover writing your configcrates, managing your infrastructure or general systems administration. Custom development is quoted separately.
Which versions are supported?
The latest release and any release from the previous six months. Fixes ship in a new release and are not backported, so the first step on an older release is an upgrade.
What if you stop providing support?
The code is free software, so you keep every release and can maintain it yourself. If Alexander4 stops providing support during your term, we refund the unused part of your annual fee.
How do I buy?
Email vigo.support@alexander4.io with your organization's name and node count. Support is provided under a written agreement, invoiced annually in advance, and payable by purchase order on net 30 terms.
How do I report a security issue?
Follow SECURITY.md. Please do not open a public issue for a vulnerability.