Subscriptions
Bacula Systems recognizes the importance of world-class technical support. We offer five levels of Subscription: Lite, Standard, Bronze, Silver and Gold, all including comprehensive support benefits and access to the official Bacula Enterprise Edition binaries.
The minimum subscription level is determined by the number of platforms (Operating Systems) to be backed up, combined with the number of Bacula Systems clients (servers and clients to be backed up), desired response time and necessary access to plugins, administrative tools or professional services. One subscription per installed Director.
Support Levels and Response Times
RT: Response time – BH: Business hours – BD: Business days
| Lite | Standard | Bronze | Silver | Gold | ||
|---|---|---|---|---|---|---|
Number of clients and serversto be backed up |
1 to 10 | 11 to 50 | 51 to 200 | 201 to 500 | 501-2000 | |
| Authorized Contacts | 1 | 1 |
2 |
3 | 5 | |
| Support Media | Web | Web and Phone | Web and Phone | Web and Phone | ||
| Number of platforms |
2 | 4 |
ALL |
ALL |
ALL |
|
| Severity 1 | 1 BD |
6 BH | 4 BH | 1BH | ||
| Severity 2 | 2 BD | 1 BD |
6 BH | 2 BH | ||
| Severity 3 | 3 business days | 3 BD | 1 BD | 1 BD | ||
| Severity 4 | 4 business days | 4 BD | 2 BD | 2 BD | ||
| Access to plug-ins | No | Yes | Yes | Yes | Yes | |
| Access to Administrative tools | No | BWeb | BWeb | BWeb and BEMC | BWeb and BEMC | |
| Access to professional Services | No | Yes | Yes | Yes | Yes | |
| Access to senior developers | No | No | No | No | Yes | |
| Access to fund development | No | No | No | No | Yes | |
| Short Code | LIT | STD | BZE | SVR | GLD | |
Business Hours are Central European Time.
Note: The number of machines to be backed up determines the minimum level of subscription. For instance, with 100 machines, the minimum level for the subscription to be taken is Bronze
Severity Level Definitions
- System degraded, no workaround
- System degraded, workaround exists
- Minor functionality problem
