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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 to 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 envelop 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 not)
    • use an IDE to build the synchronisation 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 repo's 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 through raising a ticket.


Dedicated people in support and customer success knowing your environment

  • Dedicated customer success manager 
    The customer success manager brings your message directly into 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

    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: