contracts update

Signed-off-by: Anton Arapov <anton@openssl.org> Reviewed-by: Tim Hudson <tjh@openssl.org> (Merged from #489)

Author: arapov

support/contracts.md

@@ -4,84 +4,85 @@ breadcrumb: Contracts
 # Support Contracts
 
 In addition to [community](/community) support,
-[OpenSSL Software Services](/community/contacts.html) offers three different
-types of support contract. If you have specific requirements not addressed
-by any of these plans, or for more information, please contact us at
-<osf-contact@openssl.org> to discuss custom arrangements.
+[OpenSSL Software Services](/community/contacts.html) (OSS) offers three
+different types of support contract. If you have specific requirements not
+addressed by any of these plans, or for more information, please contact us at
+<sales@openssl.org> to discuss custom arrangements.
 
 Please see the [list of definitions](#definitions) at the bottom of the page
 for the definitions used below.
 
-[Premium](#premium) Enterprise Level Support
-: Designed for the large enterprise utilising OpenSSL extensively in
- product lines or critical infrastructure.
+[Enterprise](#enterprise) Level Support
+: Designed for large enterprises utilising OpenSSL extensively in
+ product lines or critical infrastructure, covering subsidiaries and
+ allowing customers to add their custom platforms.
 
-[Vendor](#vendor) Support
-: Designed for organisations requiring support of product lines using
- OpenSSL or for customised in-house versions of OpenSSL.
+[Premium](#premium) Level Support
+: Designed for businesses utilising OpenSSL extensively
+ in product lines or critical infrastructure.
 
 [Basic](#basic) Support
 : Basic technical support for application development shops or end
  users.
 
-## <a name="premium">Premium Level Support</a>
+## <a name="enterprise">Enterprise Level Support</a>
 
-US\$50,000 annually
+US\$175,000 annually
 
 - A support contract designed to meet the needs of Enterprise customers
-- Provides extended support for LTS releases (including 1.0.2) beyond
- the public EOL date for as long as it remains commercially viable to
- do so. This will also include 1.1.1 when that is beyond its public EOL date.
+- Covers subsidiaries
+- Allows customers to add their custom platforms
+- Provides extended support for LTS releases beyond the public EOL date for as
+ long as it remains commercially viable to do so. This includes both versions
+ 1.0.2 and 1.1.1
 - Extended support includes provision of security fixes
 
-The premium support plan is intended for the large enterprise using
-OpenSSL as an essential component of multiple products or product lines
-or in support of in-house or commercially provided services. The typical
-large enterprise customer has a capable in-house technical staff but
-still finds it cost-effective to engage OpenSSL authors and maintainers
-directly.
+The Enterprise support plan is tailored for large enterprises that not only use
+OpenSSL as an essential component across multiple products or product lines but
+also require comprehensive support that includes their subsidiaries and custom
+platforms. This plan is ideal for enterprises with a capable in-house technical
+team that seeks cost-effective, direct engagement with OpenSSL authors and
+maintainers for extensive and specialized support needs.
 
-## <a name="vendor">Vendor Level Support</a>
+## <a name="premium">Premium Level Support</a>
 
-US\$25,000 annually
+US\$65,000 annually
 
-- Email response
-- Limit of four Service Requests per month
-- Patch preparation
-- Two Support Administrators
+- A support contract designed to meet the needs of medium sized businesses
+- Provides extended support for LTS releases beyond the public EOL date for as
+ long as it remains commercially viable to do so. This includes both versions
+ 1.0.2 and 1.1.1
+- Extended support includes provision of security fixes
 
-This plan is designed for the medium enterprise using OpenSSL for a
-single product or product line. The prospective Vendor Level Support
-customer has a proficient technical staff but no specific expertise in
-cryptography or OpenSSL.
+The Premium support plan is intended for medium-sized businesses that utilize
+OpenSSL as a crucial component within their products or product lines. This plan
+offers essential support services and direct access to OpenSSL maintainers,
+making it a cost-effective solution for businesses with proficient in-house
+technical staff that may not have specific expertise in cryptography or OpenSSL.
 
 ## <a name="basic">Basic Support</a>
 
-US\$15,000 annually
+US\$25,000 annually
 
 - Email response
-- Limit of one Service Requests per month
+- Limit of one Service Request per month
 - One Support Administrator
 
-This plan is designed for the medium to small enterprise relying on
+This plan is designed for the medium to small business relying on
 standard OpenSSL for significant products or services and lacking
 internal resources for effectively addressing all operational and
 application development issues.
 
 ## <a name="definitions">Support Terms</a>
 
-Patch Preparation
-: The preparation of a patch changeset from existing changes committed
- to the OpenSSL source code repository.
-
 Service Request
 : A specific request for support initiated by a Support Administrator
- and assigned a service request number by the OSF.
+ and assigned a service request number by the OSS.
 
 Support Administrator
 : An individual designated by the customer to submit requests for
- technical support to the OSF. The number of individuals that can be
+ technical support to the OSS. The number of individuals that can be
  designated as support administrators varies with the support plan
  option. The support administrator may be a Customer Contact in the
  context of a specific Service Request, or may designate a Customer
- Contact for Service Requests.
+ Contact for Service Requests.