Services

Know Gate is the main sponsor of the hipergate project. We offer a wide range of Service Solutions for your needs, including:

Installation Advice

Product Description

With this package, you will be entitled for 30 days of email-based support on the installation of hipergate. You do the actual installation yourself, but we take you through the process step-by-step, providing guidance and answering questions. Only the stable distributions of hipergate are covered, and all help must be installation-related.

For questions and orders, please contact with our Support Team at KnowGate by e-mail at support@hipergate.org.

Click'n Run Remote Installation

Product Description

The Click'n Run package is designed for those who want us to install their server. We will login to your host, install and test hipergate. We also configure hipergate for your environment (via a customized "hipergate.cnf" file) and install all the standard modules.

You will receive a written follow-up report detailing all steps taken. We also answer any installation-related questions. Once 30 days is up, if you buy annual support you receive a credit for 50% of your installation cost.

This service is performed only in UNIX-based servers connected to internet, with the sshd server running and a public IP address. Installation of Web/App/Database servers is not covered, althought we will answer your questions in the interfacing with third party products.

For questions and orders, please contact with our Support Team at KnowGate by e-mail at support@hipergate.org.

On demand Support

Product Description

Getting a Support Pack entitles you for email and phone contact with hipergate's core developers. All messages are recieved via a special support tools that keeps a record of all communications with you, and allows to search and modify the issues sent to us. We charge you on a per-incidence basis. Support must be purchased in pre-paid packs of 5, 10 or 20 hours. This hours are consumed as you get services from us.

• Help in mantaining and extending hipergate
• Advice in the tuning and optimization of your system
• Premiere support with our technicians
• A user account on our SupportManager system to track down your requests and accounts

How it works

• On your first purcharse you will recieve a username and password in SupportManager, our customer management tool.
• Each time you send a support request, a Support Case will be opened to track all actions taken. You will recieve an automated confirmation and one of our technicians will study your case.
• Before taking any action, you'll be promted to authorize the amount of time to be removed from your account, measured in portions of 30 minutes.
• All issues are continuously tracked by one expert and monitored by our regional CTOs
• You will have a period of 12 months from the date of purcharse to use your support hours. Once expired they are not refunded

What we need from you

• A clear and isolated installation as circumstances permit
• One non-priviledged user account on your system. We will use SSH and VNC-over-SSH protocols to access your server. Remote support tasks must be done via Internet, and you take the responsability of any security tasks that should be performed prior to our work.
• A dedicated contact person as our regular liaison.

Coverage and Exclussions

• The installation process is not covered in support packs. You must get Installation Advice or Click'n Run Remote Installation services.
• Although we try to take a broad and inclusive view of technical support, our support formally covers only authorized, unmodified versions of the hipergate, not the underlying operating system, hardware, applications, or third-party products. However we often try to help with these where we can.

For questions and orders, please contact with our Support Team at KnowGate by e-mail at support@hipergate.org.

Managed Hosting

Some hipergate partners can provide you with value-added hosting solutions. We offer dedicated hosting services with world-class servers in a premiere datacenter. Our experience with hipergate allows us to give you some generic solutions for your CRM, eMarketing and Collaborative Tools hosting.

Product Description

The hipergate hosting solutions include a full dedicated 1U server for a minimum period of one year, installation services (Click'n Run) an 20 hours of on-demand support for one year. This contracts must be done for at least one year (12 months).

What do you get

• 1U dedicated server with the characteristics shown above.
• Multi-homed datacenter with firewall and intrusion detection (IDS) services
• Our technicians will install and maintain the following software:
• Linux 2.4 (RedHat/Fedora)
• Apache Web Server 2.0.48 or above
• Jakarta Tomcat 5.0.18 or above
• PostgreSQL Database 7.4.1 or above
• Sun JDK 1.4.1_03
• Latest stable version of hipergate
• Any security or performance patch found for any of the supported programs will be upgraded at your request
• Daily on-disk backups and weekly off-site tape backups

Extra Options

• Database recovery: 110 €/hour
• Additional bandwidth: 0.25 €/Gigabyte
• SSL Certificate (HTTPS support): 90 €/year
• Extra hardware may be added to your server on request

For questions and orders, please contact with our Datacenter Sales Team at KnowGate by e-mail at sales@hipergate.org.

On-site Consulting

In Brief

You want somebody to come to your organization and help you in the design and/or installation of hipergate? Our consultants can assist you in decision, planning and execution of a project that involves our software.

Costs

Rates start at 500 € per day (7.5 hours). Travel time costs are included in the European Union, but not travel costs, that are charged separately. Scheduling is subject to timing of your needs and the travel schedules of our consultants.

For questions and orders, please contact with Sales Department at KnowGate by e-mail at sales@hipergate.org.

Application Design

In Brief

You want somebody to help you with the design of custom extensions, audit and certify third party proposals, or do the coding itself.

What do you get

We grant that member of the hipergate core development team reviews your needs and gives you the best advice about to do. For application development tasks, we grant you that we only employ certified programmers with a minimum 3 years of experience and carefully trained by ourselves on hipergate internals.

Costs

Rates 360 to 500 € per day depending on the professional category of people doing the job for you. There are no travel expenses as work is done on our offices.

For questions and orders, please contact with Sales Department at KnowGate by e-mail at sales@hipergate.org.