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Support Terms

European Business Hours

"European Business Hours" refers to the time from 9:00 am to 6:00 pm CET/CEST (Central European Time/ Central European Summer Time).

Business Days

"Business Days" refers to Spanish business days (Monday - Friday, excluding Spanish bank holidays as valid in Catalonia region).

Support Time Intervals

The smallest amount of time charged is one hour. In case of overtime, night time and holiday work this time is multiplied by two.

Unused support time is not transferable from one month to another.

System Access

In order to provide efficient support services, ]project-open[ needs easy and suitable access to customer's systems. In particular ]project-open[ needs:

• Direct Internet access to the root account of the customer's computer via SSH (secure shell)
• Direct Internet access to the ]project-open[ Web port (80, 8080, etc.)

"Direct Internet access" refers to unrestricted access from the provider's systems. In particular, Direct Internet access excludes configurations such as Virtual Private Network or any other configuration that requires the installation of special software on the provider's computer systems.

Password Management

The passwords of the customer's computer are managed by the customer. The customer has to provide the provider with a valid password during the incident solution period.