Why Freeway?

Freeway from ZacWare is the most advanced Open Source eCommerce platform and includes an array of features not found in extremely expensive commercial systems. For a fraction of the price of purchasing a large commercial system and then paying a developer to build custom installation, Freeway does most of what you need out of the box. For example, instead of getting dragged into purchasing an overpriced products based system and having a developer struggle for weeks and eventually fail to force products sales into event sales, Freeway already support events AND SERVICES AND SUBSCRIPTIONS.

Support Agreement

Support Agreement holders are entitled to pro-active bug fixes, upgrade support, and maintenance, all based on a cost of $1.50 USD per minute.

For example a small shop operator can install Freeway themselves and call on us for a couple of upgrades throughout the year using their Standard subscription and save some time for emergencies like if they need help with a shop restore.  A larger shop might choose to use some of their support time up by getting ZacWare to install their shop, customise the look of a Freeway template and add their products under a Gold subscription. An enterprise shop might use their Platinum subscription to support custom development as well as for standard support.

Commercial software discounts

Support Agreement holders are also entitled to lower prices on our advanced tools currently under development including interfaces with commercial accounting and ERP systems and the Flex2 front end due for completion at the end of 2007. (To see how good Flex is go to http://examples.adobe.com/flex2/consulting/styleexplorer/Flex2StyleExplorer.html )

Support Response Times

The response times are based on our Support Severity Level Definitions below.

Support Coverage Times

9.00am - 5.00pm Australian EST (GMT+10) Monday - Friday

Support Severity Level Definitions

Below is a listing of the standard severity definitions that Freeway uses to classify issues:

Severity One (Urgent)

A severity one (1) issue is a catastrophic production problem which may severely impact the client's production systems, or in which client's production systems are down or not functioning; loss of production data and no procedural work around exists.

Severity Two (High)

A severity two (2) issue is a problem where the client's system is functioning but in a severely reduced capacity. The situation is causing significant impact to portions of the client's business operations and productivity. The system is exposed to potential loss or interruption of service.

Severity Three (Normal)

A severity three (3) issue is a medium-to-low impact problem which involves partial non-critical functionality loss. One which impairs some operations but allows the client to continue to function. This may be a minor issue with limited loss or no loss of functionality or impact to the client's operation and issues in which there is an easy circumvention or avoidance by the end user. This includes documentation errors.

Severity Four (Low)

A severity four (4) issue is for a general usage question or recommendation for a future product enhancement or modification. There is no impact on the quality, performance or functionality of the product.

Support Outage Policy

We aim to ensure full uptime for you Freeway support, but we must schedule periodic maintenance tasks to upgrade functionality and improve performance. Freeway schedules all planned maintenance for each Tuesday from 10pm-2am, Australian Eastern Standard Time (GMT+10). We may not reduce our support services during these times however; we recommend that you work around these potential outages.