Exalate Premier Support Option

    Exalate premier support option is a set of services with the aim to provide higher SLAs, shorter resolution time, optimized escalation paths, and additional services allowing you to insert the solution in your enterprise IT landscape.

    With one fixed price you get access to the following components.

    Please contact sales@exalate.com to get more information on the option.

    Exalate Cloud Infrastructure Enhancements

    These options only apply to the nodes deployed on the Exalate cloud.

    • Three-fold infrastructure on exalate-cloud
      As Exalate is single-tenant and dedicated to a specific tracker, the need exists to have multiple nodes allowing for proper change management.  With the three-fold infrastructure, you get access to 3 nodes per tracker.
      • A production node
      • A node for UAT
      • A node for Development

    • Proactive monitoring and alerting 
      Exalate cloud will raise monitoring events by email in case the production nodes encounter one of these situations:
      • A node goes down
      • Sync Event / Sync Request queue exceeds the number of entries
      • Sync Event is waiting for a response for a long time
      • Errors are raised

    • Pinning of versions
      Your instance won't be upgraded unless you request this upgrade.
      Note that the Exalate node software lifetime of a version is explicitly capped at 2 years.

    • Enhanced resource profiles
      Every standard node runs against a resourcing profile allowing a number of syncs.  With the enhanced resourcing profiles, it is possible to enlarge the profile envelope allowing a larger number of syncs and messages.

    • Custom Git Repository
      With external scripts, it is possible to
      • share scripts among different connections
      • use a git repository to version the scripts (and include some basic governance and control on what is used and what is not)
      • use an IDE to build the synchronization logic.

    Standard nodes are using a common repository containing a basic set of external scripts.  
    With the custom Git Repository - it is possible to specify on a per-node basis - what repository and branch should be included.  
    A typical configuration would use the master branch for the production node, a release branch for the staging and the develop branch for the development node.

    These repos are fetched every 15 minutes.    The repo needs to be accessible through the internet (like on GitHub or bitbucket) and read-only credentials will have to be shared.

    This configuration can be requested by raising a ticket.

    Dedicated People in Support and Customer Success Know your Environment

    • Dedicated customer success manager
      The customer success manager brings your message directly to the support and product teams and communicates your requirements.

    • Dedicated support agent 
      The support agent handles all your incoming tickets with higher priority, with the objective to reduce the time to resolution.

    • Sync Meetings
      2-3 times a week to discuss the set-up during 1-2 months (depending on the use case)

    • Solution assistance 
      The solution assistance helps answer questions and provides implementation suggestions during 2-hour live sessions.
      The package includes 4 sessions - additional sessions can be ordered.
      The component is called assistance as the configuration is performed by your team.

      Implementation projects can be contracted separately and we strongly suggest reaching out to any of our partners.

    • Direct access to your support team through Slack
      Communicate directly with the team through a slack channel - either a shared connection or guest account through the slack app or through the web.

    Higher Service Level Agreement

    • Shorter initial response times depending on criticality (GTI) during service hours.

      Criticality

      Time for initial  response

      Get an update every

      Criticality

      Time for initial  response

      Get an update every

      L1
      Production application down or major malfunction affecting business and high number of staff
      2h4h
      L2
      Serious degradation of application performance or functionality
      4h8h
      L3
      Application issue that has a moderate impact on the business
      8h16h
      L4
      Issue or question with limited business impact
      24h48h

      The update frequency is when you can expect a progress report on the resolution of the incident. These progress reports are provided during service hours.

    • Service hours are: