Exalate Priority Support 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.
Please contact sales@exalate.com to get more information.
Dedicated People in Support and Customer Success Who Know your Environment
Enterprise SLA
- 2X faster SLA, shorter resolution time & optimized escalation paths.
Dedicated Customer Success Manager
- Communicates your requirements directly to support and product teams.
Dedicated Support Engineer
- The support agent handles your incoming tickets with higher priority, reducing resolution time.
Direct Access to Your Exalate Team
- Communicate directly with Exalate team through a slack or ms teams channel.
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 |
Note: 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
Other Services
On top of Priority Support, you can also consider Booster and Safeguard Packages.
Booster Package
For Large or Extra-Large Synchronization Load Handling & Catering Strict Compliance Rules
Enlarging Resource Profile
- Manage high-load operations and execute more synchronizations per minute, ensuring smoother and faster workflow.
Extra Disc Space
- Enable the storage of larger attachment files and more extensive logs, facilitating better data analysis and smoother operation of integrated systems.
Safeguard Package
Version Pin
- No automatic upgrade of your production environment to the latest version before you validate it on your side.
Sandbox
- Secure, isolated environments for testing new feature.
Git Repository
- Allows you to manage all your scripts from external Git repository
It allows 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.
Dedicated Status Page
- Real-time visibility into Cloud performance & alerts.
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