The Midnight Coders: Overview

Support

Midnight Coders is continually expanding its RIA Platform and is committed to delivering excellent support to meet our customers' specific needs. As a young and progressive company, we are evolving and adjusting to meet the needs of our customers. As such our support offering evolves too, so we've made available several options to our customers old and new and these plans are:

Upgrade Support & Maintenance for purchases made prior to 2008
Support Plan Renewals for purchases made between Jan. 2008 to Oct. 2008
Enterprise Edition Software Subscriptions
OEM/ISV Support

Regardless of the plan you first purchased, you can renew under your old plan (certain restrictions apply) or under one of our new plans. Our new Enterprise Edition Subscriptions include the following benefits:

Quick Start Help

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Installation & Configuration Assistance: Helps get you up and running with WebORB and also helps you if you run into problems during upgrades.
RIA Best Practices Newsletter: Each month we will provide you with some new tip that may not be readily apparent to deepen your knowledge and use of WebORB. You'll also receive important information about new products, training and events.
Developer Forum: This is an online community where developers turn to to share information and help one another with WebORB related issues.
Online Knowledge Base: The Knowledge Base is an online repository of documentation, articles and examples that is available to subscription and support plan customers.

Consultative Support

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Architecture Audit & Review: This consultative support service is meant to help you identify any gaps in your RIA architecture as matched against commercial best practices. The outcome is to reduce risk of implementation failure.
Remoting Services API Review: Classes, objects EJBs, Spring Beans and custom objects are exposed as a remoting services using WebORB. As a remoting server, WebORB handles all serialization, deserialization, caching, state management and security aspects. This review evaluates your implementation of the remoting API as compared with commercial best practices, to ensure your application is optimally configured.
Security Audit: WebORB provides a powerful, flexible infrastructure for restricting access to system-level and user-defined resources. System-level resources are the moving parts of the product. For example the top-level servlet in the Java edition or the main HttpHandler in the .NET edition and method invokers/inspectors are considered system-level resources. User-defined resources are the classes from the application domain, web services, EJBs and CFCs exposed as remote services for the rich client applications. This audit identifies weakness in your security implementation as compared with commercial best practices.
Customer Code Reviews: This would be a review of any part of your code that leverages the power of WebORB to identify any technical problems and/or provide an assurance that the code will implement successfully.
Custom Online Mentoring: These are screensharing sessions meant to guide you through a particular example or process within your own code so that the learning can be directly applied.
Performance Tuning: As the developers of WebORB and experts in the implementation of the technology, we've got some good ideas on how to get the maximum performance out of WebORB. This support service helps you tune your application for maximum performance.
Security Customization Assistance: This support service builds upon the findings from a Security Audit to help you customize a security solution to meet your special requirements.

Problem Resolution

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Number of Incidents: This is the number of trouble tickets you can open under the terms of your support agreement or subscription plan.
Web-Based Case Management: All trouble tickets are initiated and managed within our RIA HelpDesk system, which is an online system. This is where subscription and support customers go to initiate their trouble tickets and receive email response for non-Severity 1 issues. Consider this your private forum where you can interact with the technical engineers who know the most about WebORB and how to help you. This is also where you can gain access to the KnowledgeBase.
Access to Update Center: We keep a private location for most recent updates that have not been made generally available. As a subscription or support plan customer, you will have access to this update center.
Advanced Release of Certified Builds: Just like you have access to updates before they are made generally available, you will also have access to certified builds before they are rolled into the general release.
Support Hours: These are our normal support hours of operation. Customers who have purchased a Platinum subscription have access to extended hours of operation.
Email Support: Yep! If you've purchased a subscription or support plan, you've definitely got email access through the RIA HelpDesk.
Phone Support: Depending upon the subscription or support plan you purchased you may or may not have phone support or your phone support may be restricted to Severity Level 1 issues. Severity Level 1 means your system is down and there is no work around and it is severely impacting business operations.
Phone Support Hours: If you have phone support, these are your hours of access.
24x7 Support: None of the plans include this. Option just means if you want this, we can provide it for an additional fee.