DataNucleus Support

Free Support

With any software, there are times when you need assistance to make full use of it. Here at DataNucleus we want you to make the best of the software that we provide. For that reason we provide both commercial and free support facilities. DataNucleus provides access to public discussion/IRC facilities, providing a place for you to discuss issues you are having. We don’t guarantee to provide answers, simply providing places where you could get some level of support when people have time. This may not be adequate for some people hence why we provide the commercial version below.

  1. Check the Documentation for DataNucleus AccessPlatform before anything else. The answer is usually there, either in a tutorial/example, or in one of the many guides. Yes I know you can’t be bothered, but then this is where you can do things for yourself.

  2. Look in the DataNucleus LOG. This usually contains a lot of information that may answer the issue. You can always configure the log to give more output.

  3. Try a recent build to see if your version is out of date and the expected result is achieved with the latest nightly builds.

  4. Go to the DataNucleus Groups.IO OR DataNucleus Gitter and ask. Always try to give as clear a description of the problem as possible, together with your input data, and any associated log output. Please be aware that we have very little time for this type of support and contributors to DataNucleus are more likely to get any available free support. Please do not use Twitter and expect answers to support questions.

  5. If you don’t want to report the problem to us as in step 4 then go over to Stackoverflow and post a question tagged as DataNucleus. We don’t provide support over there but you may find people who have experience of your situation to help you.

  6. If you have a problem and don’t report it then it really doesn’t say much for your participation in the open source community.

Commercial Services

DataNucleus16 300

DataNucleus is open source software, also providing good documentation and (public) test cases. As a result your team could, in principle, train themselves up on the software using the documentation and tests as basis, then when they come across problems look through the code and debug problems and/or develop new features. Often though you don’t have the time to devote to such activities so would prefer to out source this aspect of your project. The developers of DataNucleus are flexible to finding a support solution that meets your needs. You cannot get better value and a higher level of DataNucleus experience than from us. Our various commercial services are defined below complete with pricing (note that all prices are in UK pounds (GBP) symbolised by the £ symbol)

  • Time-Based Consulting : DataNucleus consultant(s) are available online at a mutually convenient time to provide answers to your questions via Skype/IRC/IM/phone/etc. Simply pay by the hour as and when needed.

  • Support : DataNucleus consultant(s) are available to respond to problems that come up with your deployments, providing workarounds to your problems, or providing rapid fixes. Optionally also allowing for feature additions to meet your requirements.

Time-based Consulting

DataNucleus developers can provide remote consulting using Email/IRC/IM/Skype to provide you with the response when you need it to tackle the issues impacting on your project. This type of support is where questions come up during your deployment of DataNucleus and you need to ask questions for particular situations. You can pay by the hour as and when you need it, when a developer is available.

Cost : 5 hours = £270, 10 hours = £520, 20 hours = £1000, 40 hours = £1950, 50 hours = £2450. Purchase of larger number of hours also available. Contact Us for details.

All amounts are specified in GBP (symbolised by the £ symbol)
Any time-based consulting/support is purchased up-front with a lifetime of 1 year from purchase to use all hours.

Support

DataNucleus developers can provide a level of longer term support to meet your requirements, and rather than having fixed off-the-shelf arrangements we prefer to tailor them to your needs. Below we outline some typical options that could suit your needs. We cannot guarantee the availability of incident support for all problems because some problems are simply too complicated to resolve easily; the majority of problems quickly point to where the problem is, and what can be done about them, whereas things like some large query syntax is simply not resolvable into a single SQL query so we may not be able to provide what you need in that case. Contact Us for details.

  • General Support for the most common issues on API usage, defect reporting and bug fixing. It’s available for free and on availability on our online support mechanisms though has absolutely no guarantee of availability. If you want to receive support when it is needed, then consider the options below

  • Incident Support for dedicated support for a single incident.

  • Bronze/Gold Support for dedicate support covering multiple incidents over an extended period.

Table 1. SupportTypes
Feature General Support Incident Support Bronze Support Gold Support

Software supported

AccessPlatform

AccessPlatform

AccessPlatform

AccessPlatform

Support via Groups.IO/Gitter

Support via Email

Support via Phone

Usage Support

Design Support

Priority Bug Fix

New Feature Support

Languages

English

English, Spanish

English, Spanish

English, Spanish

Support Days

N/A

Mon-Fri

Mon-Fri

Mon-Fri

Max Response Time

No limit

3 days

2 days

2 days

Number of incidents

N/A

1

4

8

Support validity

N/A

1 month

6 months

1 year

Price (without tax)

Free

£350

£1200 (subsequent incidents charged at £250)

£2200 (subsequent incidents charged at £230)

All amounts are specified in GBP (symbolised by the £ symbol)
Full support contract terms can be provided upon request.

Customers

There are many clients to whom DataNucleus developers have provided services. Below are a small subset.

Nightlabs
Metamicro
BMC
Transcore
Yahoo
W4
General Electric
Lockheed Martin
Seismic Exchange
LiveStream
Cisco Systems
Google
DAT
SwanRetail
Leidos

Privacy

We are committed to safeguarding the privacy of users of our support services and we will only use the information we collect about you lawfully and in accordance with the Data Protection Act 1998 (the “Act”).

Data Protection legislation and the Act is currently going through a period of change. The introduction of the European Union’s General Data Protection Regulation (GDPR) and the new British Data Protection Bill, which will replace the Act and is currently passing through Parliament is the basis of this change. This Privacy Notice is therefore intended to comply with the Act and GDPR but may change over time.

Data Subject’s Terms & Conditions

This Privacy Notice forms part of Terms & Conditions and should be read by Data Subjects, i.e. “you,” or an identifiable person using this site and DataNucleus support services (see below).

The Data Controller

The support services featured on this website are owned and operated by DataNucleus. References to “we,” “us,” our,” or “the website” are references to DataNucleus. Our services are operated as self-employed within the UK, run by Andy Jefferson.

Data Protection Officer (DPO)

The mechanism for Data Subjects to raise concerns regarding the processing of their personal data by DataNucleus is to email: support@datanucleus.org; or send a letter by registered mail to: DataNucleus, 2 Littledale Close, Derby, United Kingdom.

Purpose of Processing Personal Data

We collect contact data to provide support services, and only collect such data when a contract is taken out by a customer, using their provided contact data. We do NOT collect any personal data by simply visiting the Website.

Lawful Basis of Processing Personal Data

Our use of your information is permitted by applicable data protection law:

Because it is necessary for our legitimate interests in pursuing the purposes as set out above, and such interests in each case not being overridden by your privacy interests.

Categories of Personal Data Processed

The information we hold should be accurate and up to date. The personal information which we hold will be held securely in accordance with our internal data protection and security policies. The type or categories of personal data we will collect about you includes some or all of the following:

Name; Email address; Mobile/Landline phone number; Skype address; Postal address

Category of Recipients of Personal Data

No personal data will be passed to any other companies or individuals under any circumstances, except when you explicitly authorise it.

Transfer of Personal Data Outside the EEA (European Economic Area)

Personal data will not be transferred outside of the UK. If this is required, consent will be explicitly requested from you.

Sensitive Personal Data

We will never collect sensitive personal data about you without your explicit consent and a clear explanation why it is required.

Sharing with third parties

We will, in general, not share your information with third parties under any circumstances. The only exceptions to this would be :

  • To external experts where a particular problem that you request support on requires expertise outside of our organisation; in this case we will explicitly request authorisation from you to contact them, and what data, if any, should be shared. Such recipients would only have access to your personal information as required by them to perform their functions, and would not be permitted to use such personal information for any other purposes. Any such recipients will be subject to contractual confidentiality obligations.

  • To government or law enforcement authorities if we determine in our sole discretion that we are under a legal obligation to do so.

Data Security

Although we will do our best to protect your personal information, you should be aware that the transmission of information via the internet is not completely secure and we cannot guarantee the security of your personal information transmitted to the Website or any third party; for this reason, any transmission is at your own risk. We will use strict operational procedures and adequate, technical and organisational security measures to prevent any unauthorised access, change, deletion or transmission of this personal information.

Retention of Personal Data

We keep your data only for as long as we need it. How long we need data depends on what we are using it for, whether that is to provide services to you, for our own legitimate interests (described above) or so that we can comply with the law. We will actively review the information we hold and when there is no longer a customer, legal or business need for us to hold it, we will delete it securely. This review will include whether a support contract is still active.

Data Subject’s Rights

You have the following rights with respect to your personal data: When exercising any of the rights listed below, in order to process your request, we may need to verify your identity for your security. In such cases we will need you to respond with proof of your identity before you can exercise these rights.

  • Right of Access to information we hold on you : At any point you can contact us to request the information we hold on you as well as why we have that information, who has access to the information and where we obtained the information from.Once we have received your request, we will respond within one month. There are no fees or charges for the first request but additional requests for the same data may be subject to a reasonable administrative fee.

  • Right of Rectification : The right to correct and update the information we hold on you. If the data we hold on you is out of date, incomplete or incorrect, you can inform us and your data will be updated.

  • Right of Erasure : If you feel that we should no longer be using your data, you can request that we erase the data we hold. When we receive your request we will confirm whether the data has been deleted or the reason why it cannot be deleted (for example because we need it for our legitimate interests or regulatory purpose(s)).

  • The right to withdraw your consent to the processing at any time for any processing of data to which consent was sought. You can withdraw your consent easily by email or post (see Contact Details) below. Withdrawal of your consent will not affect the lawfulness of any processing based on your consent before the receipt of such withdrawal. You can also lodge a complaint about our processing of your personal information with the Information Commissioner’s Office.

  • Rights related to automatic decision making : DataNucleus does not employ any automated decision-making or conduct profiling of Data Subjects.

IP addresses and Cookies

We do NOT collect information about your computer, your IP address, operating system or browser type.

Changes to this Policy

We keep this Privacy Notice under regular review and we will place any updates on this Website.

Contact Details

Please contact us if you have any questions about this Privacy Notice or the information we hold about you or to exercise all relevant rights, queries or complaints at: DataNucleus, 2 Littledale Close, Derby, United Kingdom.