The service agreement includes:

Support requests

1. answers to technical questions related to the product, that are not covered by the technical documentation
2. answers to questions about product usage, that are not covered by the technical documentation
3. basic diagnostics
4. registration and forwarding of reported errors
5. answers to questions about product usage
6. further development of Varnish, managed by Linpro
7. priority on including bug fixes in maintenance releases
8. quality assured binaries that have been through QA and testing

Development and maintenance
Through a service agreement the customer ensures further development of Varnish. Linpro is responsible for the continuing development of the product and maintenance of the product roadmap. The roadmap will be defined in close cooperation with our service agreement-customers.

Linpro plans to have a release-cycle of 6 to 8 months for new versions of the product. Bug fixes will be made available continuously.

The product will be released as certified RPM containing "compiler optimized" binaries (with all relevant patches included up to version.release.interim-release) and is certified for using on the agreed-upon Operation system.

The release of new versions and/or releases and/or interim-releases will be announced on a website and by E-mail.

Varnish Small Business Solution
For smaller businesses, start ups, non-profit organizations we have a special package. This package is only available for up to 2 servers per customer/organization.

Consultation by e-mail. Response time: Next Business Day. Availability: 08.00-16.00 (Central European Time) on working days (Mon-Fri).

Linpro has the right to accept or refuse new orders/renewals based on the above criteria.

Varnish Service Agreement Basic with Remote Support
Consultation by e-mail. Troubleshooting and error correction assistance. Includes Varnish Remote Support, enabling the Supplier to log on to the Customer's systems to assist in Trouble-shooting and error correction. Responstime: Next Business day. Availability: 0800-1600 (CET) on working days (Mon-Fri).

Varnish Service Agreement Basic with Remote Support is available for US customers only.

Varnish Service Agreement Basic
Consultation by e-mail. Response time: Next Business Day. Availability: 08.00-17.00 (Central European Time) on working days (Mon-Fri).

Varnish Service Agreement Silver
Consultation by phone and e-mail. Response time: 4 hours. Availability: 08:00-17:00 (Central European Time) on working days (Mon-Fri) on working days.

Varnish Service Agreement Gold
Consultation by phone and e-mail. Response time: 4 hours. Availability: 08:00-17:00 (Central European Time) on working days (Monday through Friday). Includes Varnish Remote Support, where one of Linpro's technical resources logs onto the customer's systems and assists in error-seeking and repair.

Varnish Development Support
The Customer can contact the Varnish development team directly. Includes a number of small feature requests. Prioritized access to developer resources. Requires Varnish Service Agreement Gold.

Varnish Support On-Site
Linpro provides support assistance at the Customer's location. Includes one day per year. The customer can buy additional assistance on a daily basis. Must be purchased at least 4 weeks before expected delivery. Requires Varnish Service Agreement Gold.