Subscription lingo...get it right !

As you may know WSO2 sells subscription to customers. In other words, we put our customers at ease by selling an insurance package committing to keeping that particular product trouble-free in production. Something goes wrong we'll fix it for you!

Now there are certain terminologies that we follow (for that matter any company that provides enterprise support) in explaining what are the services provided within a particular subscription. E.g; Support Times, Severity level response and resolution time, etc..

One term that almost ALL the time is misinterpreted is "No. of Contacts".

Most believe that this means the number of WSO2 engineers who will be involved with this particular customer/subscription. NOOOOOOOOO !

What it implies is the reverse ! How many contacts from the "CUSTOMER's" side will be allowed to raise issues with WSO2.

The reason we put a limit to the customer contacts is so that there will be control and order when issues are raised and serviced. By having a dedicated team from the customer's side will help in several ways, especially in having a good understanding between the two parties which is critical in a production support environment.