Solution Support
What we mean by Solution Support
it-novum offers comprehensive support for data platforms and solutions, whether implemented by us or by others. We provide you with optimal support during ongoing operations: We guarantee the availability and use of our data application in the event of an error bymeans of rapid problem solving by our Data Experts.
Our support includes the following services
German speaking support
Troubleshooting in the productive solution
Support during operation
Know-how/best practice transfer
Option: Individual development
it-novum supports the customer after project completion and in productive environments with the following service packages
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XL
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Unterstützte Lösungen
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Basic Software Stack (ohne Customizing)
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Custom Plugin & Upgrade Support
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High-Availability & Cluster-Umgebungen
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Reaktionszeiten Incidents
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Anzahl der Stunden bezieht sich auf tägliche Arbeitszeit​
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Service Level Window / Mo. - Fr.
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Leistungen
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09 - 17 Uhr
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08 - 18 Uhr
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08 - 18 Uhr
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Critical Impact
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8 h
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8 h
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4 h
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4 h
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Medium Impact
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16 h
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16 h
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8 h
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8 h
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Low Impact
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32 h
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32 h
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12 h
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12 h
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Leistungen
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Max. Support Anfragen pro Jahr
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5 PT (10 Calls)
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10 PT (20 Calls)
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15 PT (30 Calls)
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25 PT (50 Calls)
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Telefonische Störungsannahme bei Notfällen
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Scheduled Video Support Call
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Dedizierter Ansprechpartner/Entwickler
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Support fĂĽr Testsysteme
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Beratung / Consulting inkl. Pro Jahr*
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1 PT
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2 PT
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4 PT
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Hinweis: Die Übernahme der Supportleistungen für it-novum fremde Projekte ist ebenfalls möglich. In diesem Fall ist ein Onboarding Workshop notwendig.
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Example of a supported support case
You operate a data integration platform to power your data warehouse including. Reporting for various evaluations. This platform consists of different software components as well as self-developed data solutions (e.g. ETL processes).
How our Solution Support helps here
it-novum is the holistic contact for the implemented solution, both for the software components and for the individual ETL paths.
Example: an ETL process does not process the data âžž we analyze the error, correct it and, if necessary, initiate a new process. further measures in.
Your benefit
You do not have to perform time-consuming and costly analyses. In the event of an error, we take care of the problem and are on the spot quickly to take the necessary measures.
Differentiation from manufacturer support
Our Solution Support includes support activities for the implemented data platform and solution. However, bugs/errors within the software stacks used are not covered by this.
These will be rectified as part of the respective manufacturer's support. However, our Solution Support coordinates the activities to the manufacturers, if necessary.
The advantages of our Solutions Support
Optimal support of the software solutions used
Enables concentration on further development of own business
SLA: Guaranteed response times
No stocking of all skill levels but purchasing expertise
Creative solution competence for data problems
Price transparency - no hidden costs
Access to Data Engineers, Architects, Scientists, Developers, DWH/Data Lake experts, and more.
- Briefly explained