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Tomcat Support
HELP!!!! We've just upgraded to a new version of Tomcat and our http://www.mycom.com/servlet/ProductionServlet no longer works, the site's down and our client is going mad. See here for the explanation
The example above is a common support issue. While Open Source Software has the attraction of zero licencing costs, the freedom to view the code and the elimination of vendor 'lockin', in many cases no formal support mechanism is in place. Tomcat is no exception to this rule, commercial software providers have an obligation to provide up to date documentation, to fix bugs, and support their product, open source developers, many of whom are working for nothing, have no incentive to do so. So poor documentation, (or worse, out of date) uncommented changes in features, no true support apart from mailing lists and no accountability are often characteristics of Open Source Serving.
Some of the most common support requirements are outlined below:
  • Deployment of Tomcat
  • Apache / Tomcat integration using web connector(s)
  • Configuration of web applications
  • Garbage Collection Tuning
  • JNDI Resource configuration
  • Unexplained stack traces
  • Non-neutrality issues - runs on dev. but not on live.
  • Consultation
Incident support is also available for those who have a 'one-shot' support request.
Please see Table 1. for ongoing support agreements:
Table 1.
Plan Bronze Silver Gold
Support Medium Email Email / Telephone Email / Telephone
Coverage 9am-5pm Mon-Fri 9am-7pm Mon-Fri 24/7
Email Response time 4 hours 4 hours 2 hours
Telephone Response time - 2 hours 1 hours
Incidents per month 5 10 unlimited
Number of Tomcat instances 1 5 unlimited
Cost (per month) £49 £159 £249
Notes.
  • Hours are local to the UK
  • Service Level details can be found here
You may find that you would like to relinquish the responsibility of configuring, maintaining and upgrading Tomcat, which we can do on two levels.
  • On your hardware and within your infrastructure
  • On our hardware and within our hosting environment
If you would like to find our more about our support programs or discuss in greater detail any aspect please e-mail or call us.
Contact +44 01491 413606, e-mail tomcatsupport@nameonthe.net
Support Answer: In later versions of Tomcat the invoker servlet is commented out within in the global web.xml
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