GroundWork Community Edition Support Coverage

The 1-Free Community Edition support incident includes:

• Technical support limited to one installed instance per organization, not per person.
• One incident submitted via Email only. No inbound calls to support will be accepted and not inbound calls for GroundWork Monitor Professional or Enterprise customers will be fielded if questions pertain to Community Edition. Outbound calls from GroundWork to the end user will be made if required.
• Technical support limited to a single-server implementation of Community Edition.
• Technical support for Community Edition running on “Supported Platforms”: RedHat Enterprise Linux, CentOS or SuSE.
• A “Getting Started Guide” to help end users prior to contacting GroundWork Support.
• Incident Response Time: 2 business days.

  Notes:

  • Support case will be closed if customer does not respond within 3 business days to a GroundWork request or response requiring customer feedback.
  • Customers MUST have root/administrative access to their server.
  • A notification will be sent out to the customer alerting once the case is closed.
  • If incident is submitted and answer is already posted in the forums, then the free-incident will be marked as used.

The FREE Community Edition support incident does NOT cover:

• Additional project integrations (like Ganglia, Cacti, Weathemap, RRDtool, etc)
• System configuration: GroundWork will not configure your system but we will show how to perform one type of configuration so that you can do it on your own.

  For a training class on how to configure GroundWork Monitor Community Edition – Attend Getting Started with GroundWork

  • Distributed configurations
  • Nagios only specific/related support. GroundWork will field inquiries pertaining to GroundWork Nagios configurations.
  • Technical support for functionality within Community Edition whose code has been modified
  • Technical support for Community Edition which has changed locations
  • Technical support for feature/functionality that is in GroundWork Professional or Enterprise but isn’t included in Community Edition
  • Technical Support for Community Edition running on Debian or Ubuntu
  • Inter-operability issues with other third-party applications
  • Custom plugins or plugins not included with Community Edition
  • GroundWork writing custom plug-ins
  • Issues that have been resolved by the upgrading to the latest release
  • Issues related to DNS, networking or other administrative tasks outside the scope of installation, configuration and/or modification of the Groundwork server
  • Support Community Edition installed on XEN or other hypervisor software beyond virtual machine instances GroundWork has developed.

    For cases that fall into the “not-covered” area, end users have the option to:

    • Purchase the 5-incident support pack for Community Edition
    • Upgrade to GroundWork Monitor Professional of Enterprise