premier support

Get Premier Support for Priority Assistance with Your Use Case

Get higher SLAs, a dedicated support engineer, shorter resolution time, and optimized escalation paths.

    Compare Support Plans and Benefits

    ServicesPremier + Cloud EnhancementPremier supportStandard Support
    Price
    Assistance 10h of Configuration Assistance 10h of Configuration Assistance
    Onboarding
    Installation and first sync setup
    Configuration Assistance
    Issues during Installation and upgrades
    Configuration assistance
    Implementation and Maintenance of Exalate connections
    Troubleshooting
    Workarounds for synchronization issues
    Workaround in case of bugs
    Handling of unexpected issues
    Designated support specialists
    Access to the support team via Slack
    Regular Sync Meetings
    first 3 months
    first 3 months
    Dedicated Support Engineer
    Response Times
    24*7 support for critical issues
    Initial response time for critical production issues
    2h
    2h
    next business day
    Progress reporting of critical production issues
    4h
    4h
    8h
    Cloud Enhancement
    3-fold infrastructure
    Proactive monitoring and alerting
    Pinning of version
    Enhanced resource profile
    Custom git repository access

    “

    The support is always so close at hand that if we need any assistance or have any questions, we’re sure that they’ll take care of it. The support team has always worked closely with us to enhance the product and to ensure our challenges are overcome in the smoothest way possible.

    HowardKenny-OpenGi

    Howard Kenny
    Process Improvement Specialist, Open GI

    Higher Service Level Agreement

    Criticality Time for Initial ResponseGet a Progress Report Every
    P1: Production application down or major malfunction affecting business and a large 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 the amount of time expected to get a progress report on the resolution of an incident. These progress reports are provided during service hours.

    Ready to Learn More About the Premier Support?

    contact our team
    Exalate Cloud Infrastructure Enhancement

    Are you Looking to Enhance your Exalate Cloud Infrastructure?

    • Three-fold infrastructure on the Exalate Cloud
    • Proactive monitoring and alerting
    • Enhanced resource profiles
    • Pinning of versions
    • Custom Git Repository
    Request a Quote

    Request a Quote

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      Partners

      Let the Integration Experts Take Care of Your Use Case

      Our partners are located all over the world in more than 50 countries. They can help you with implementation, support, and license management for Exalate. You can easily consult one of our partners about the use case. They will give you a demo, prepare a PoC, and handle almost any complex use-cases for you.

      find a partner