Enterprise Level Support Program

Overview

The Enterprise Level Support Program (ELSP) is a fee based membership program whereby developer groups, businesses and organisations can get a guaranteed service level, with guaranteed response times and a host of additional value-added features. The service is provisioned by the concierge team, so is able to operate around the clock, 365 days per year. In addition, there are ELSP concierge team members specially trained to handle larger issues or special events.

Membership Fees and Requirements

Participation in the ELSP is on an annual basis. Each member will pay the fee in advance, and it is non-refundable.

Annual Fee      USD$25,000.00 (payable in advance)

We will require that all members of the program (including any senior staff who are named on the access list, described below) be under a valid NDA with Linden Lab to participate in this service (due to information that may be shared on the mailing list).

Once paperwork is signed and the participating account information is received, we will add your organisation to the Program. Changes to the staff list (see ‘shared access to priority support’ below) will be actioned on the same timeframe as other tickets filed within the program (see 'Priority Ticketed Support' below).

Membership Benefits

So what benefits do members of the ELSP receive?

Shared Access to Priority Support

Concierge level support, not only for the land owning/member account, but also for an additional 10 accounts so that your senior staff can make estate level decisions on your behalf. In addition, those senior staff can request any of our services, in respect of your organisation’s land, as if they are the owning account, including region transfers, grid moves and island rental orders. For security reasons, the only service that remains exclusive to the owning account is inclusion/exclusion in that senior staff list. Adding employees to this list and authorising them to access the support tier implies your agreement that these employees are entrusted to act on your behalf.

Priority ticketed support

A 12 hour response time on all support tickets opened by you or your senior staff. Island Transfers actioned within 12 hours (once we have all relevant permissions) Grid moves and region renames actioned within 12 hours. Tickets will have an average resolve time of 24 hours or less.

Five free custom corporate surnames

Each year, members can register up to 5 free corporate surnames. They must adhere to our naming guidelines and must be clearly corporate in nature. No setup fees and no yearly fees for as long as the group is a member of the program.

100 free Vanity account names

Must adhere to our naming guidelines. No setup fees and no yearly fees for as long as the group is a member.

Free Region Renaming

Region renaming for regions you own will be free of charge.

Inclusion on the Beta Grid

Members can request that one of their own islands be made available on the beta grid, (during periods when the beta grid is available). Should the region on beta grid need to be swapped for another that you own, we can make that change for you.

Registrations API access

Acceptance onto the ELSP includes acceptance to use the Registrations API, for creation of accounts using, for example, your corporate surnames.

Discounted Bulk Island Rental

Charged at USD$625 per block of 25 islands per day (equivalent of USD$25 per island per day).

Region Cloning

Region cloning will not be generally available to any organisations outside of this or the Global Partners program. Region cloning is charged at USD$25 per clone unless otherwise agreed with Linden Lab on a project by project basis, and will require the signing of a content waiver stating that you have full rights to copy the content involved. We will require two weeks notice of your requirements for cloning.

The Solution Provider email list

With an NDA in place, you and your designated senior staff (see ‘shared access to priority support’ above) will be added to the exclusive ELSP mailing list. The list will provide you with update information, as well as the occasional discussion of proposed features and designs for both the Support group and other aspects of Second Life.

Please note: Fees for this program will be invoiced on a standard net-30 payment basis.