premier support
Get Premier Support for Priority Assistance with Your Use Case
Get higher SLAs, a dedicated support agent, shorter resolution time, and optimized escalation paths.












Compare Support Plans and Benefits
Services | Standard Support | Premier support | |||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Assisting with issues during Installation and upgrades | |||||||||||||||||
Assisting with troubleshooting | |||||||||||||||||
Assisting with workarounds for synchronization issues | |||||||||||||||||
Dedicated Support Engineer | Sync Meetings Assisting with configuration Access to the support team via Slack Initial response time for critical production issues next business day 2h Progress reporting of critical production issues next business day 4h | ||||||||||||||||
Services | Premier + Cloud Enhancement | Premier support | Standard Support |
---|---|---|---|
Price | $13,968 | $9,948 | Free |
Assistance | 10h of Configuration Assistance | 10h Solution/implementation assistance | Included for every customer with visual or script mode connection |
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 | |||
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 | 2h | 2h | 4h |
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.

Howard Kenny
Process Improvement Specialist, Open GI
Higher Service Level Agreement
Criticality | Time for Initial Response | Get 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?
Exalate Cloud Infrastructure Enhancement
Are you Looking to Enhance your Exalate Cloud Infrastructure?
On top of the Premier Support, you can purchase the Cloud Enhancement for any of your Exalate Cloud-hosted nodes. We will provide:
- 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


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.