For clients with complex data management, data integration from edge-to-core-to-multicloud, industrial IoT, business analytics or embedded analytics initiatives, enterprise support delivers our highest level of service through a single point of contact.
The enterprise support tier offers a single point of contact for ongoing guidance, best practices, and management of feature requests and support cases. A virtual replica of the customer's business analytics environment expedites problem resolution.
Notes: * The number of Named Support Contacts for Enterprise Support is a minimum of 2 Primary and 1 Backup contact. This number may increase depending on the total number of Cores and/or Nodes you are licensed to use the Big Data Products (Pentaho) software on. ** 24x7 support coverage is only available for Severity Level 1 issues or errors. Initial response for Severity 1 issues: Critical < 1 hour. *** Enterprise Support includes access to Customer Success resources including architects, Customer Success Managers (CSM) or Support Account Managers (SAM) for up to 4 hours per week to (a) conduct sessions to demonstrate implementation best practices with your Named Support Contacts; (b) discuss topics such an integration techniques, solution design and architecture, implementation strategies, upgrade techniques, best practices and performance tuning of the software; (c) coordinate and conduct sessions as needed with Hitachi Vantara's subject matter experts; and (d) troubleshoot issues to your systems or the creation of replicas of your solution, if this is technically possible. The accrual or rollover of the weekly allocated time is not permitted but the time assigned can be increased by a separate written agreement between the parties. ****A “Training Credit” is equivalent to a single full day public training course (online or in person) available from https://learning.lumada.hitachivantara.com or any successor website address for an individual attendee. A private custom training course conducted by Hitachi Vantara (or its subcontractor) for you will consume six (6) Training Credits per day regardless of the number of attendees. *****A “Remote Consulting Checkpoint” refers to a session delivered remotely by Hitachi Vantara to determine whether or not you have implemented the Big Data Products (Pentaho) software in its environment efficiently, whereby Hitachi Vantara will run a set of scripts against your environment. Following the running of such scripts, the results will be reviewed by Hitachi Vantara's architects and Hitachi Vantara will make suggestions to enable you to improve your implementation of the Big Data Products (Pentaho) software.
******All self-paced training is available free of charge (across all service levels).
Types of Customer Success Packages Offered
Each package has a specific focus and common services set.
PENTAHO DATA INTEGRATION STANDARD
DATA INTEGRATION FOR BIG DATA
PENTAHO BUSINESS ANALYTICS STANDARD
PENTAHO EMBEDDED BUSINESS ANALYTICS
PENTAHO PLATFORM FOR DATA INTEGRATION AND BUSINESS ANALYTICS
PENTAHO EMBEDDED PLATFORM FOR DATA INTEGRATION AND BUSINESS ANALYTICS
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