Professional support as necessity

Nowadays more and more organizations understand how difficult it can be to maintain a solution without any support. Difficult situations such as changes of the whole solution due to infrastructure updates, loss of internal knowledge or growth of requirements often cause organizations’ inability to meet their functional and non-functional requirements on the solution. The situation can become impossible to handle without any help of experts in the field. It can even lead to time and financial losses with increasing risks and security threats.

To prevent these situations from happening we created a support offer in a form of subscriptions for both production and project stage. We provide Production and Deployment subscription for resolving various issues. For the organizations missing product features we have Platform subscription and teams extending midPoint’s functionality may find uselful our Development subscription.

According to type of the engagement, there are four levels of support. The most serious issues as well as feature development are taken care of by Evolveum. Smaller issues are resolved of by our partners as well as the clients themselves. Our partners are located all over the world and dispose with all knowledge required to provide support on professional level. See the partners map to find out what partner is nearby. If you didn’t find anyone, please contact us for more information.

Level of support 1st 2nd 3rd 4th
Purpose Issues solvable by helpdesk through channels like phone, web forms, email, chat or other (password resets or simple configurations) Solution operation and maintenance, more technical and solution specific problems, like network connectivity, cleanup of disk storage,… Typically product bug-fixing, most difficult problems involving experts in the field and in the product Feature development with the aim to fulfil customers’ identity management use cases
Covered by Partners or clients Partners or clients Evolveum Evolveum

Level of support Purpose
1st Issues solvable by helpdesk through channels like phone, web forms, email, chat or other (password resets or simple configurations)
2nd Solution operation and maintenance, more technical and solution specific problems, like network connectivity, cleanup of disk storage,…
3rd Typically product bug-fixing, most difficult problems involving experts in the field and in the product
4th Feature development with the aim to fulfil customers’ identity management use cases
Level of support Covered by
1st Partners or clients
2nd Partners or clients
3rd Evolveum
4th Evolveum

Subscription types

We created various types of subscriptions to meet your needs as precisely as possible. Choose from Production subscription, Deployment subscription, Platform subscription or Development subscription. Click on each subscription’s icon for more information.

Production Subscription

Subscription overview

Level of support Primary focus Stage Objective Priority SLA
3rd Resolving product issues (bugs) Production Resolving product bugs in the case of integrations, unexpected difficult situations, system failures. Critical 8×5
Or
24×7
Level of support 3rd Primary focus Resolving product issues (bugs) Stage Production Objective Resolving product bugs in the case of integrations, unexpected difficult situations, system failures. Priority Critical SLA 8×5
Or
24×7

Production subscription in practice

Sometimes the organization can exeprience power outage. This may cause system failures which are followed by bugs and data inconsistency appearing. If the organization has active production subscription, the maintainer analyzes the situation and collects data according to which we solve the problem.


If the organization uses older version of midPoint, we keep it maintained. We do some testing and after that we create some patches, so the solution can continue to work flawlessly.

Deployment Subscription

Subscription overview

Level of support Primary focus Stage Objective Priority SLA
3rd Resolving product issues (bugs) Project Resolving product bugs in the case of integrations, unexpected difficult situations, system failures. High 8×5
Or
24×7
Level of support 3rd Primary focus Resolving product issues (bugs) Stage Project Objective Resolving product bugs in the case of integrations, unexpected difficult situations, system failures. Priority High SLA 8×5
Or
24×7

Deployment subscription in practice

Sometimes the organization can exeprience power outage. This may cause system failures which are followed by bugs and data inconsistency appearing. If the organization has active deployment subscription, the maintainer analyzes the situation and collects data according to which we solve the problem.


If the organization uses older version of midPoint, we keep it maintained. We do some testing and after that we create some patches, so the solution can continue to work flawlessly.

Platform Subscription

Subscription overview

Level of support Primary focus Stage Objective Priority SLA
3rd and 4th Ensuring fulfillment of customer’s identity management use cases

Providing support services to the teams that extend midPoint’s functionality by using custom code use cases

Project Development of missing features, improvements and enhancements into core midPoint platform

Future maintability – new features become part of the product and are maintained in future versions

Influence on the roadmap of midPoint development cases

Responsibility and risks for fulfillment of use cases by midPoint platform is transmitted to Evolveum

Explanation of source code

Documentation improvements

Participation in roadmap development

Bugfixing priority: right to request increase of priority for the issues

High to normal 8 x 5 x NBD
Level of support 3rd and 4th Primary focus Ensuring fulfillment of customer’s identity management use cases

Providing support services to the teams that extend midPoint’s functionality by using custom code use cases

Stage Project Content Development of missing features, improvements and enhancements into core midPoint platform

Future maintability – new features become part of the product and are maintained in future versions

Influence on the roadmap of midPoint development cases

Responsibility and risks for fulfillment of use cases by midPoint platform is transmitted to Evolveum

Explanation of source code

Documentation improvements

Participation in roadmap development

Bugfixing priority: right to request increase of priority for the issues

Priority High to normal SLA 8 x 5 x NBD

Platform subscription in practice

The organization has a mandatory use case and finds out some features are missing. Evolveum team does its best to help and develops the missing features. Evolveum provides quality assurance that the developed features fit for purpose and possible mistakes are eliminated. Evolveum then keeps these new features maintained even in the future.

Non-functional requirements

Every solution built on midPoint can be different. There is no one-fits-all adjustment, therefore each solution needs an individual approach. With active platform subscription, you don’t have to worry about your solution not meeting your non-functional requirements. When problems starts to occur, the support has your back and makes sure everything is exactly as it should be.

Order your subscription today!

Would you like to get more information about the subscriptions? Do you need assistance in choosing one? Or do you have any specific requirements? Get in touch with us and enjoy our support!

Contact us