Get A Support Subscription Package

Below you will find a table that outlines the details of what each of our support subscription packages offer. If you have needs that exceed those provided by the Gold package, please contact us and describe what you specifically are looking for and we’ll work with you to provide a custom package that meets your needs. As far as the voting system, question submission and incident reporting, we are finishing out a web portal that will provide access to these features in the near future.

Price Per Year Starts at $999. For more information, request a quote.

A Voting System (Bronze, Silver, Gold)

One of the most important things to us has always been to create a community around ThinWire that allows everyone to influence the direction and future development of the platform. Up till now, this has been a rather informal process by which people submit feature requests or bugs via our SourceForge project and then voice there opinion on the subject in one of the forums. Going forward, what we are going to establish is a bug & feature request voting system, which will be available to subscribers. Depending on the subscription level you have, you will be granted two things. First, you will be allocated a number of votes on a monthly basis, which you can use to vote for the bug / feature that you find most important.

If you don’t use your votes, they will reset at the end of the month. Second, some subscription packages will allow you to vote multiple times for a bug / feature, thus increasing it’s prioritization on our development roadmap. Our hope is that a system like this will allow us to more effectively address the needs of ThinWire developers.

Direct Access to the ThinWire Team (Bronze, Silver, Gold)

Another important feature is to allow paying subscribers greater access to the ThinWire team. During the development of a system, there are all sorts of questions that come up and some of them will undoubtedly be things that the ThinWire team could best help you with. Traditionally, this is again something that would result in a post to the forums.

Unfortunately, the team is often so busy that they may not read the forums for week or more at a time and when they do, they may not have the time to respond to your question. It’s for cases like this that we will be offering a question submission system as part of our paid subscriptions. Depending on the subscription level, you’ll be allocated a certain number of questions per month. Use them to ask the team anything you want, but just like the votes in the voting system, the number available to you resets monthly.

Additionally, different subscription levels offer a guaranteed response to any question within a certain timeframe. We’ll do our best to answer them as soon as we get them, but it’s nice to know you have a guaranteed response time.

Incident Reporting for Issue Resolution Needs (Silver, Gold)

Further, we recognize that some organizations have the need to request a timely resolution to any problem they may encounter with the framework. In many cases, these ‘Incidents’ will require the ThinWire team to analyze the problem in depth, patch a version of the framework and issue a fix directly to the organization experiencing the problem. In some cases, this may also involve direct phone conversations between the organization and a member of the team to facilitate in the speedy resolution of the problem.

Since this level of response is not something that everyone will need, we are only offering it to the two highest end subscription plans. Similar to the other features, subscribers will be allocated a certain number of included ‘Incidents’ per year. This is a little different than the other features because the ‘Incidents’ are allocated per year instead of per month and therefore you may use them all in the same month or spread out across the year as needed. However, if you end up not needing to use the Incidents, they’ll reset at the beginning of the next yearly subscription cycle.

Another benefit of the Incident system is that depending on your subscription package, you’ll be guaranteed that we’ll start working on your problem within a certain time frame. Unfortunately, do to the nature of software development and debugging we can not guarantee that we’ll be able to resolve the problem you report within any specific time frame, but we can promise that we'll start working on it within a specific time frame.