Details regarding the premium support

sarath_datatables

We are usig 1.10.16 version which is also the latest release as per https://cdn.datatables.net/releases.html .As per this link https://datatables.net/support/index we have
three level of support namely Basic ,SMB / SME and Enterprise

We are looking for support of datatables but before going for the same we have some below queries :

1) If we are going with basic package and we are today using your version 1.10.16 and tomorrow your next version come so whether we will get support or not in basic package
within the time frame

2) If we are not upating the our product dataversion to your latest version whether the support will be still valid or not

3) Please describe in details what kind of support you will give in Baisc and SMB/SME especially with respect to the versions .

4) While supporting the problem , what will be the percentage of resolution for a specific problem in datatable

reference link : https://datatables.net/purchase/index

allan

Hi,

Great questions. Firstly, just to state up front, 1.10.17 is just around the corner (probably in around a week's time).

Generally the support packages are graded by the number of support credits, and also the version of the software. With the basic package, the support is specifically for the latest patch version (currently 1.10.16), but realistically we aren't going to say "can't help" if you are just one version behind - that's just not the sort of customer service we want to offer!

That said, updating to the latest patch version is always a good idea. If you are experiencing a bug, there is a good chance that it might already be fixed in the latest version - or even the nightly.

While supporting the problem , what will be the percentage of resolution for a specific problem in datatable

Could you clarify this one please - I don't fully understand what the question is I'm afraid.

Regards,
Allan

sarath_datatables

Thanks for the update . We still have some query

1) While supporting the problem , what will be the percentage of resolution for a specific problem in datatable

We are looking for support for 100 % in our questions .Some example i am giving where some question we got 100 % , 50 % and 0 % .Just we want make sure before going that we will get support
of 100 % on every query within reasonable time .

-- 1 answered https://datatables.net/forums/discussion/47963/serverside-filtering-with-individual-column-using-spring-boot-datatablesrepository#latest
-- 1 half answered https://datatables.net/forums/discussion/48564/entried-data#latest
-- 1 unattended https://datatables.net/forums/discussion/48017/scroller-serverside-filtering-with-indivistual-column-filters-showing-wrong-entries#latest

2 ) Please describe in details what kind of support you will give in Baisc and SMB/SME especially with respect to the versions .

3) If we are not upating the our product dataversion to your latest version and say there is a gap of 3 to 4 patch version then whether the support will be still valid or not

allan

I'd like to say that problems are 100% resolvable within half an hour of them being reported, but that simply isn't the case. Some problems can't be resolved (for example I can't reprogram DataTables' scrolling to not split the table into parts, which is one request I've seen in the past (not from yourself)).

The support page notes that the response time is two days, although I of course aim for less.

I will help support all v1.10.1x versions of the software - but as I say, my answer might be to simply upgrade the software as the bug might already be fixed.

Regarding your other threads, the half answered question is awaiting a reply from yourself. The server-side processing with Scroller one doesn't include a test case, which is required in the forum rules for free support. IN the case of the paid support we try to debug as best we can without access to the page, but obviously that makes it more difficult to resolve the issue.

Allan

sarath_datatables

Hi Allan
to finalize the decision regarding premium support we have two questions:
->account is for multiple projects and multiple developers as we have implemented data-tables in multiple projects.
-> non-disclosure agreement (NDA) will be signed as we may require some of sensitive data.

thanks
sarath

allan

->account is for multiple projects and multiple developers as we have implemented data-tables in multiple projects.

That is no problem. The same account can be shared, or developers can each have their own.

-> non-disclosure agreement (NDA) will be signed as we may require some of sensitive data.

We typically won't sign an NDA since the open source nature of DataTables can lead to conflicts. If your NDA says we won't share your data, then okay. But if there is anything about ideas or implementation, we wouldn't be able to sign that.

Allan