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.

Dedicated People in Support and Customer Success Who 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 but 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 our 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
  P1 Production application is down or major   malfunction affecting business and a high number of staff	2h	4h
  P2 Serious degradation of application performance or functionality	4h	8h
  P3 Application issue that has a moderate impact   on the business	8h	16h
  P4 Issue or question with limited business impact	24h	48h

  
  

  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:
  

Exalate Cloud Infrastructure Enhancements

We will provide: 

• A 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 development 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.