Product Support for Eclipse Open Integration Engine
Run Eclipse Open Integration Engine on your own infrastructure, with NovaMap's team behind it. Certified builds, early patches, support for previous releases and committed SLAs.
What we offer
Your route to a consistent, reliable, fully maintained Eclipse OIE installation.
Certified & Tested Builds
NovaMap distributes a verified, certified build of the Eclipse OIE and a curated set of key plugins, ensuring full compatibility and consistent installations and upgrades. Signed with the trusted official NovaMap code-signing key for added security and authenticity.
Deployment Versatility
Containerized or installed, on-premise or self-hosted in the cloud. NovaMap supports all of them.
Proactive Vulnerability Management & Early Patches
Benefit from the robust open governance of the Eclipse Foundation combined with NovaMap’s proactive vulnerability patching, alerting, and ISO 27001:2022 certified standards.
Support and Fixes for Previous Releases
NovaMap will support not only the current release but also the previous major version release for 3 years, and minor releases for up to 1 year. NovaMap issues critical vulnerability patches where practical, updating versions according to your schedule through a managed and simplified update process.
Streamlined Portal & Ticket Flow
Support interaction is either through the NovaMap support email or via our NovaMap portal. Both are integrated with Jira for automated ticket creation, real-time status updates, and emergency escalations.
Committed SLAs & Fast Response
Support requests are automatically logged and priority requests are triaged within 1 hour. With a guaranteed SLA for priority incidents of a 1-hour response and a 95% fix rate within 1 day.
Two levels of support
Core support
Includes:
Certified & Tested Builds
Deployment Versatility
Proactive Vulnerability Management & Early Patches
Support and Fixes for Previous Releases
Streamlined Portal & Ticket Flow
Committed SLAs & Fast Response
Enterprise support
Contains everything in Core Support, plus:
Extended Support Hours
NovaMap’s Enterprise Support Plans will provide customized support hours to match your needs, up to and including 24 / 7 / 365 support.
Customized, Certified & Tested Builds
Under NovaMap’s Enterprise Support customers can specify a particular build configuration, set of supported plugins and versions to be maintained. Once created and validated, NovaMap will maintain this version and liaise with the customer’s team on any required updates to the agreed configuration. All NovaMap Engine builds are signed using the official NovaMap code-signing key for added security and authenticity.
Operational Flexibility
Patching and software updates can be fully managed by NovaMap or handled internally by the customer’s team, depending on your preference and setup. This is available for both containerized or non-containerized installations.
Pricing is based on the number of instances you want supported. Talk to us for a quote.
Response and fix times
| Priority | Definition | Target response | Priority review | Fix |
|---|---|---|---|---|
| High | An issue that makes the whole Open Integration Engine inoperable for the majority of users. | 1 hour | 2 hours | 95% in 1 day, 100% in 3 days |
| Medium | An issue that makes one or more critical areas of functionality of the Open Integration Engine inoperable for a significant number of users. | 4 hours | 1 day | 75% in 10 days, 100% in 30 days |
| Low | An issue with a minimal impact on one or more non-critical areas of functionality in the Open Integration Engine, resulting in inconvenience to a number of users, or any issue that would normally be classified as High or Medium but for which a workaround has been provided. | 24 hours | 2 days | 65% in 30 days, 100% with the next maintenance release |
- Every request sent to support@novamap.health is acknowledged within 1 hour with a ticket number.
- Target response means that a support engineer has been assigned, has triaged the request (issue and evidence reviewed, priority confirmed) and has contacted your team to start the investigation.
- Priority review is the window during which we agree with or challenge the request's priority.
- Response and fix times are measured from the time we obtain access into the system needing support.
Why product support
Vulnerabilities are being discovered faster than ever
Integration engines sit at the edge of the organization, exposed to intrusion attempts, and more vulnerabilities are being found in the software around them than ever before. The time to react keeps getting shorter.
Product support gives your team:
Early notice
We email you when a vulnerability affects your OIE instances.
Early patches
Installations running NovaMap builds get early-release patches, verified and managed by NovaMap.
A team behind you
When an issue holds up integration work, your developers reach the engineers who run OIE in production.
Patches applied for you
With Enterprise support, our team can install them.
Frequently asked questions
Talk to us about product support
Tell us about your OIE setup and we'll get back to you.
Prefer email? Write to us at enquiries@novamap.health.
