Get the most out of Support in four simple steps

  • Check out our Development Center
    • This is the first place to start if you need any kind of help, whether it is a licensing or purchasing query, training, a production issue or a specialized need that our community of experts can service.
  • Tour our Akula Community
    • Search and browse the knowledge base for the latest and archived article documentation and discussions on Akula.
  • Join our Akula Community
    • Share and discuss questions with the Verivo – Akula community. Get your questions answered by the community experts as well as Verivo employees. 35% of questions are answered within the first hour.
  • Submit a Support Ticket
    • For subscribers to our Professional Support level, submit a support ticket via our support site.

Support Levels

Support Plan Feature

Standard

Professional

Premium

Access to Dev Center

Yes, included!

Yes, included!

Yes, included!

24X7 Customer Community

Yes, included!

Yes, included!

Yes, included!

Product Updates

Yes, included!

Yes, included!

Yes, included!

Best Practice Office Hours

Yes, included!

Yes, included!

Yes, included!

Web Support

Yes, included!

Yes, included!

Email Support

Yes, included!

Yes, included!

Phone Support*

Yes, included!

Accelerated SLAs

Yes, included!

Monthly Activity Report

Yes, included!

Monthly Conference Call

Yes, included!

Dedicated Support Engineering Team

Yes, included!

24X7 Down Server Support

Optionally Available

Optionally Available

Advisory Hours (Monthly)

Optionally Available

4

Named Contacts**

1

5

10

# of Support Tickets Monthly

Limited

Unlimited

*Depending on issue complexity, issues may not be resolved in one phone call. For faster problem resolution, Verivo engineers may also need to replicate certain problems locally and call customers back upon further diagnosis.

**Number of licensed technical contacts that may contact Verivo Support.

Support Includes

Answers to items posted to the Akula Community
Incident Support includes:

  • Identifying and troubleshooting problems within the Akula platform
  • Root cause analysis
  • Assistance with issues during installation
  • Assistance with issues during upgrades
  • Identification and creating needed bug reports
  • Guidance around implementation and configuration

*For Professional and Premium support customers only

Support Does Not Include

  • Customer without a valid maintenance agreement
  • End of Life, Beta, Release Candidate or Development Releases
  • Customized versions of Verivo products (customized = original product code has been modified)
    development questions or requests

    • For community-based development support, please post these questions on the Akula Community
    • If a bug in Akula is believed to be the root cause, sample code that demonstrates the problem and can be replicated must be provided.
  • Third-party application integrations or third-party plug-ins
  • Support of application end-users
  • Product training, this is available for purchase
  • Non- English language support
  • Professional Services
    • Application development
    • Installation and Upgrade Services
    • Design Services
    • System and Performance Tuning
    • Deployment and Capacity Planning

Need this kind of help?

Our Professional Services Team or Certified Partners can help!

Support Response SLAs

While Verivo attempts to respond to all issues in a timely manner, critical issues, i.e issues that impede our customer’s production applications (P1,P2) do take priority. “Production: is defined as an instance of the Akula software actively used and licensed for production usage.

Level of Severity

Description of Severity

Professional Response SLA

Premium Response SLA

Priority 1 Production use of the Licensed Software is stopped or so severely impacted that the Customer cannot reasonably continue work.

4 Business Hours

1 Business Hours

Priority 2 Important features of the Licensed Software are unavailable. Implementation or production use of the Licensed Software is continuing but not stopped; however, there is serious impact on productivity and/or service levels.

4 Business Hours

2 Business Hours

Priority 3 Less significant Software features are unavailable. Customer’s work, regardless of the environment or product usage, has minor loss or operational functionality or implementation resources.

8 Business Hours

4 Business Hours

Priority 4 Customer requests an enhancement to the Licensed Software, but there is no impact on the operation of the Licensed Software. The implementation or production use of the Licensed Software is continuing and there is no work being impeded at the time.

12 Business Hours

8 Business Hours

Hours of Operation

8:00 AM – 6:00 PM

EST/EDT

8:00 AM – 6:00 PM

EST/EDT

 

Fixing Bugs and Providing Patches

  • Verivo Support will help with workarounds and bug reporting
  • Bug fixes and enhancements are covered under the software license agreement tied to you Verivo software purchase
  • Bug fixes and enhancements will be scheduled according to a variety of considerations

End of Life Policy

Verivo supports major versions for 18 months after the last minor iteration of that version was released. For example, we would support Verivo Version 1.2.x for 18 months after Verivo Version 1.2.6 was released.

Eligibility for Software Support

Software support covers access to support only. Eligible users in a valid contract term for Support Services can access support. Support is open to named users, based on the level of support purchased.

Knowledge Prerequisites

While Verivo attempts to respond to all issues in a timely manner, critical issues, i.e issues that hert our customer’s production applications (P1,P2) do take priority. “Production: is defined as an instance of the Akula software actively used and licensed for production usage.

Administering Verivo products requires a baseline technical skill set, including but not limited to:

  • Comfort installing and maintaining production web technologies
  • Comfort running SQL commands and installing a database. It’s best if you have a good DBA for database trouble shooting and administration

Customers are responsible for administering and upgrading there own installations. Verivo Support will provide guidance on how to do this, but we will not be able to provide step by step maintenance and installation. If you require further assistance with this level of implementation, please consider the following resources:

  • Verivo Training
  • Verivo Professional Services
  • Verivo Service Partners

Help With Unsupported Issues

Answers

Our Q&A community, is a great channel for discussions outside the bounds of the Verivo Support offering.

Advisory Hours

Advisory hours allow our customer to work with an Akula product expert to assist you in resolving problems you encounter, completing tasks your resource is not familiar with, or if you just need hands on coaching from an expert. Examples of how the hours can be used include:

  • advice, recommendations, and information concerning use of the platform
  • hands-on assistance
  • custom coding
  • just-in-time training

Advisory hours can be scheduled 24 hours in advance – you will be assigned the first available resource from our pool of technical support engineers to assist you. The assistance will be provided remotely. Advisor Hours must be purchased.