Technical Support and Maintenance Services

The maintenance and technical support services are purchased based on an annual subscription.
In the table below you can find detailed information about each type of subscription:

Functionality

Core ERP/CRM functionality - Includes core ERP & CRM capabilities for Financial Management, Purchasing, Materials Management, Order Management, Project Accounting, Sales, Service, eCommerce, and Performance Management and Reporting.

Cross-platform Java client - Access your SocrateOpen applications and data using the SocrateOpen Client-server architecture. Client software is compatible with desktop operating systems that support Java JDK 1.6..

PDF report writer - A server-based PDF report writing library that enables you to save SocrateOpen reports in .PDF format for electronic distribution.

Web based architecture and UI - The SocrateOpen Web architecture delivers functionality, usability, responsiveness and personalization capabilities that are rarely found in browser based enterprise applications. Available in SocrateOpen Enterprise Edition.

Business View Report Layer - The Business View Layer enables reporting access to pre-defined or customer specified views of ERP data through SocrateOpen's rich application-level security controls. Available in SocrateOpen Enterprise Edition.

Integation with 3rd party Analysis Tools - The Business View Layer integrates with open source and other third-party analysis and reporting tools. Available in SocrateOpen Enterprise Edition.

Enterprise-level data security support - Assign data level security at the record or field level. Supported in SocrateOpen Enterprise Edition.

Fixed Assets - The Fixed Assets module provides recording and tracking of assets per persons, locations, profit centers on multiple accounting schemas.

Warehouse Management - Improve warehouse productivity by automating inbound and outbound logistics. Available as an add-on to SocrateOpen Enterprise Edition.

Manufacturing - Automate manufacturing processes with seamless integration with purchasing, materials management and order management. Available as an add-on to SocrateOpen Enterprise Edition.

Fleet Management - Fleet Management and integration with the employees hours sheet. Available as an add-on to SocrateOpen Enterprise Edition.

Online banking interface - ING Online banking integration, for bank statements import and payments export. Available as an add-on to SocrateOpen Enterprise Edition.

Deployment

Product Installation Asistance
Installation support is provided by BIT Software in order to get SocrateOpen installed and available for immediate use. Only available with SocrateOpen Cloud Edition.

Certified Tehnology Stack
Customers obtain a fully integrated solution with a certified technology stack which includes operating system, application server and database. Only available with SocrateOpen Cloud Edition.

Pre-built Amazon Machine Image
Perform rapid installation on Amazon Cloud with a pre-built, ready-to-deploy Amazon Machine Image (AMI). Only available with SocrateOpen Cloud Edition.

Support

User Support Forums
User Support Forums are where we invite users to interact with each other on SocrateOpen topics ranging from product features to integration with other mission-critical applications. This is an excellent channel to seek help from other SocrateOpen users, provide feedback, and find answers to questions.

SocrateOpen wiki community - Collaborate with your peers in the SocrateOpen community. The SocrateOpen Community Wiki features Compiere User Documentation and some areas where you can share your knowledge with others. Here you can also download for free the SocrateOpen application.

Documentation
Can be accessed at no charge. The SocrateOpen Documentation (in Romanian language) includes detailed descriptions of the functionalities and features in SocrateOpen and is based on a wiki system to facilitate collaboration and information sharing across its community. It can be accessed by registering at SocrateOpen Community - Documentation.

Access to SocrateOpen Support
Customers with a SocrateOpen Support Subscription have access to trained personnel for resolving Support Requests. The Standard Edition includes a fixed number of support requests based on the number of users in your subscription. The Enterprise Edition includes an unlimited number of support requests.

Service Level Agreement
Support requests from Standard Edition and Enterprise Edition customers are subject to a response time service level agreement.

Phone Support
Phone support is reserved for Enterprise Edition customers and is currently available during business hours in Europe and the United States.

Access to Software

Open Source Release
Source code for stable SocrateOpen releases is freely available for download.

Service Packs
BIT Software periodically produces Service Packs that include cumulative bug fixes on top of the latest available stable release. Service Packs go through a full regression test before release. Service Packs are included with Standard Edition and Enterprise Edition subscriptions.

Hotfixes
BIT Software may provide "latest fixes" to specific significant issues identified by Enterprise Edition customers.

Automated Version Upgrades to New SocrateOpen Releases

Customers with a Support Subscription have access to the Migration Management solution, enabling automated version upgrades to new SocrateOpen releases.

Standard Edition includes a license for Migration Management for two servers, typically a production and a test system. Enterprise Edition includes a license for Migration Management for three servers, typically a production, a test and a development system.

License Type

Open Source License (GPL)
SocrateOpen open source software is distributed under the terms of the Gnu General Public License (GPL) Version 2. Open source licensing provides a unique opportunity for the open source community and for those developing open source software. You should be aware, however, that the GPL is quite restrictive. For example, the GPL license stipulates that any extensions added to the base GPL product also become subject to the terms of the GPL - which include not being able to restrict the use, copying, modification or redistribution of that software. BIT Software offers a Commercial License alternative for customers who are unable to abide by the terms of the GPL license.

Commercial License
Customers with a SocrateOpen Standard Edition or Enterprise Edition subscription can choose between an open source license or a commercial license for their SocrateOpen software. A commercial license offers many customers a degree of flexibility not provided by the GPL.

Database Choices

Oracle XE, Standard and Enterprise Editions
As an optional fee-based service (not included in SocrateOpen), BIT Software offers an application-specific full use license for Oracle Standard Edition One, Standard Edition and Enterprise Edition. Licenses are for a one year term and are annually renewable. Compiere also runs on Oracle's free database - Oracle XE, but this has a limit of user number and available memory.