Actian Analytics Database – Matrix and Actian DataFlow
Support services for all Actian Analytics Platform products will be available for purchase, for specified versions, through December 31, 2017. Extended Support for specific versions of Actian Analytics Platform products will be available for purchase through December 31, 2018.
Product Support Offerings
A. Silver Support (Formerly known as standard support) provides:
Customers Support Liaisons have access to Actian Support Engineers during normal business hours as specified for their region. Access to the Support Portal including; online support interface, knowledge base, discussion forums, and download site 24 hours a day, seven days a week, including holidays and can contact Actian Support via phone, e-mail, and the online support portal.
B. Gold Support (formerly known as enterprise support) provides:
All the benefits of Silver Support, plus: 24X7X365 emergency access to Actian Support Engineers, secure virtual desktop sharing, and pro-active weekend support with prior notification.
C. Platinum Support provides (formerly known as premium support) provides:
All the benefits of Silver Support, Gold Support, plus: assigned case management, configuration management, recurring project status calls, priority issue requests, and quarterly status reports.
D. Managed Services provides:
All the benefits of Silver, Gold and Platinum Support, plus: dedicated consulting engineers that establish a tailored consulting engagement that offers: scoping and risk assessment, risk mitigation, management and monitoring, and reporting. Further details on this offer can be found here.
Detailed Support Offerings
|Services||Description||Silver Support||Gold Support||Platinum Support||Managed Services|
|Knowledge Base Access||24X7 Access to our comprehensive Knowledge Base, which includes over 15,000 Tech Notes||✓||✓||✓||✓|
|Multi-Channel Communication||Customers can contact Actian Support by phone, e-mail or online||✓||✓||✓||✓|
|Customer-Designated Support Liaisons||Support Liaisons are the individuals designated by the customer with the authorization to interface with Actian Support Engineering Staff||2||5||Unlimited||Unlimited|
|New Software Releases and Updates||Customers receive access to the latest versions of Actian software and Documentation||✓||✓||✓||✓|
|24x7x365 Critical Supporti||Customers receive 24X7X365 access to Actian Support Engineering Staff||option||✓||✓||option|
|Collaborative Support||Customers can engage our expert Actian Support Engineers to diagnose and troubleshoot your issue(s) through our secure virtual desktop sharing solution.||✓||✓||✓|
|Weekend Assistanceii||Customers that have project upgrades scheduled over a weekend have access to Support Engineering should any critical issues arise||✓||✓||option|
|Assigned Case Manager||Customer is assigned a Technical Support Case Manager who is responsible for account overview and regular review of all open cases, and is available as an any-time escalation point of contact for critical issues||✓||✓|
|Configuration Management||Customers can engage our expert Actian Support Engineers and knowledge that assist you in installing and configuring your Actian software for optimal stability, manageability, availability and productivity||✓||✓|
|Recurring Project Status Conference Calls||Customer has regularly scheduled conference calls with the dedicated contact to review and prioritize open cases and discuss project plans and new initiatives||✓||✓|
|Priority Issue Requests for Critical Issues||Customer issues are prioritized ahead of non-managed level customers’ requests, allowing for quicker issue resolution||✓||✓|
|Quarterly Status Reports||Assigned Case Manager or Dedicated Support Engineer provides customer with quarterly electronic status reports which cover all issue activity and the status of all open issues||✓||✓|
|Dedicated Service Consultants||Customer is assigned a Dedicated Service Consulting team who acts as a remote member of the project team and is directly responsible for working on all technical support cases||✓|
|On-Site Review Meetingsiii||Dedicated service consultant visits customer site to review project status and to address open technical support cases||✓|
|On-Site System Health Checksiv||Dedicated service consultant notifies customer of known issues found internally or reported by other customer which may impact their project||✓|
|Pro-active Support||Dedicated service consultant review the environment and DB regularly for error messages and open issues to address cases||✓|
|Critical Issue Notification||Dedicated service consultant notifies customer of known issues found internally or reported by other customer which may impact their project||✓|
|Environment Replication||Actian maintains a copy of the customer’s environment in-house, leading to quicker issue resolution||option|
|Additional Support Liaisons||Customers may increase the number of authorized individuals who have direct access to Actian Support||option|
|Disaster Recovery Assistance||A service consultant works with the customer on data recovery for circumstances when data loss or corruption occurs||option|
|Migration Assistance||A service consultant works with the customer to facilitate in planned upgrades||option|
|Performance Tuning and Cluster Tuning||A service consultant will provide performance assessment and tuning recommendations to ensure the environment is optimized||option|
|Disk Replacements||A service consultant works with the customer to help configure and replace disks in a clustering environment||option|
i 24X7X365 Technical Support is available for Severity 1 issues as defined in the Actian Support Policies here and is available in English Only. During non-business hours, Actian’s 24X7 support engineers will stabilize the customer application or find a suitable workaround, but final determination for root cause may extend to our regular business hours when all resources are available.
ii Weekend assistance will be provided for Severity 1 and Severity 2 issues as defined in the Actian Support Policies here and is available in English Only. Actian’s 24X7 support engineers will stabilize the customer application or find a suitable workaround, but final determination for root cause may extend to our regular business hours when all resources are available. Customer is responsible for providing appropriate notification, at least 30-days, and activation will only be available for the defined week-end.
iii The Dedicated Support Engineer will be available to perform an On-Site visit semi-annually at no additional cost to the customer. The customer may request additional visits, up to one visit per quarter, but shall be responsible for reimbursing Actian for reasonable travel and accommodations incurred in association with the additional On-Site visits.
iv The Dedicated Support Engineer will be available to perform one On-Site Health Check, usually at the beginning of the engagement year, at no additional cost to the customer. The customer may request additional health checks, up to one visit per quarter, but shall be responsible for reimbursing Actian for reasonable travel and accommodations incurred in association with the additional On-Site visits.
E. Extended Support:
Extended Support is available as noted above. There is an additional charge (2x) for this level of support. Extended Support is the same as Standard Support with the following exceptions:
* No certification with any new or different products/services.
* No support for migrations to new or different hardware or operating systems.
* Code fixes/patches will no longer be developed.
Third Party Dependencies and the Product Support Lifecycle
As operating systems and technologies are retired by their respective vendors Actian will provide an IT planning roadmap as soon as possible to help you plan your next move. Actian will continue to provide Incident Management, Change Management and other support functions to the best of our internal capabilities, but issues concerning Problem Management and Configuration Management around new components will be restricted to the current knowledge and known work-arounds. Actian reserves the right to announce a discontinuance of maintenance and support on platforms and database applications to coincide with the vendor's standard support policy.