[EN] Support Plans
What is included in each Dadosfera's Support Plan
Support Plans
Features/Planos | Community | Starter | Professional | Standard | Advanced | Enterprise |
---|---|---|---|---|---|---|
Service Hours | - | Business Hours 9am - 6pm (Brasília) | Business Hours 9am - 6pm (Brasília) | Business Hours 9am - 6pm (Brasília) | Option 1) Business Hours 9am - 6pm (Brasília) Option 2) Business Hours 9am - 6pm (Western Hemisphere Time Zone) | All Options from Advanced or: Option 3) Business Hours 9am - 6pm (Western Hemisphere Time Zone) and 24hrs on weekends Option 4) 24hrs on weekdays, weekends, and holidays |
FAQ Access | Yes | Yes | Yes | Yes | Yes | Yes |
Communication Channel | Forum | Fórum | Forum Ticket via Help Portal | Forum Ticket via Help Portal Chat on Dadosfera Platform | Forum Ticket via Help Portal Chat on Dadosfera Platform Chat on Customer's Communication Platform Dedicated Phone during service hours | Forum Ticket via Help Portal Chat on Dadosfera Platform Chat on Customer's Communication Platform Dedicated Phone during service hours |
Customer Communication Platform | - | - | - | - | Google Chat (Request in proposal) | Google Chat, Whatsapp, Slack, Microsoft Teams or Discord (Request in proposal). - Licensing costs on communication platforms not included. |
Group-based access management for support | - | - | - | - | - | Up to 5 Custom User Groups on chosen channel: Google Chat, Whatsapp, Slack, Microsoft Teams or Discord |
Number of tickets per month | - | - | 50 | 100 | Unlimited | Unlimited |
Training | - | - | Asynchronous Dadosfera Essentials Training | Asynchronous Dadosfera Essentials Training Synchronous 1-hour hands-on session | Asynchronous Dadosfera Essentials Training Synchronous 1-hour hands-on session 3 spots per quarter in the "Data Mesh in Practice with Dadosfera" Training depending on class availability | Same as Advanced plus Custom Orders |
First Response Time (SLA in maximum number of hours) | - | - | 8h Severity 1 (major) | 4h Severity 1 (major) | 2h Severity 1 (major) | Custom |
- | - | 24h Severity 2 (medium) | 12h Severity 2 (medium) | 6h Severity 2 (medium) | Custom | |
- | - | 72h Severity 3 (minor) | 48h Severity 3 (minor) | 32h Severity 3 (minor) | Custom | |
Resolution Time (SLA in maximum number of hours) | - | - | 32h Severity 1 (major) | 16h Severity 1 (major) | 8h Severity 1 (major) | Custom |
- | - | 96h Severity 2 (medium) | 48h Severity 2 (medium) | 24h Severity 2 (medium) | Custom | |
- | - | 288h Severity 3 (minor) | 192h Severity 3 (minor) | 128h Severity 3 (minor) | Custom | |
Possibility of allocating professional services on demand or reserved | - | - | - | Yes | Yes | Yes |
Limitation of the number of tickets per month for on-demand professional services | - | - | - | 5 | 10 | Custom |
Limitation of on-demand professional services allocation | - | - | - | Possibility of requests with less than 8 hours of execution per week being carried out by professional services | Possibility of requests with less than 16 hours of execution per week being carried out by professional services | Possibility of requests with less than 24 hours of execution per week being carried out by professional services |
Exclusive environment monitoring | - | - | - | - | Request in proposal | Yes |
Dedicated Technical and Commercial Manager for the account | - | - | - | - | Partially available | Yes |
Provisioning of Managed or Shared Data App | - | - | - | - | - | Yes |
Note: The estimates presented are in business hours, not continuous hours
Severities
Below, we describe the levels of severity, which are related to our response SLAs.
Severity Level | Business Impact |
---|---|
1 | Critical interruption in one or more platform services, when no immediate solution is available. The client's business suffers significant loss or degradation of services and needs immediate attention. |
2 | Part of the functionalities are severely impaired, allowing restricted operations of the client. Long-term productivity may be adversely affected. The client's business suffers moderate loss or degradation of services, but work can continue reasonably without harm. |
3 | Partial, non-critical loss of platform functionality. Workaround available. The client's business is functioning with minor service impediments or there is no impact on the client. |
Examples of Severity
The table provides a clear understanding of the different levels of severity and helps prioritize issues based on their impact on business. This assists in decision-making and in allocating resources to resolve issues appropriately and efficiently, ensuring that business operations are resumed as quickly as possible.
Severity Level | Business Impact |
---|---|
1 | Problems affecting critical (core) services of the platform, e.g., users unable to access the platform, unable to create new pipelines, data not being cataloged, etc. |
1 | Any core service not functioning as expected or not responding and cannot be stabilized and there is no alternative solution, causing the client to stop using the platform. |
1 | Problems where 50% of users on the platform are affected. |
1 | High risk of financial impact for the client. |
1 | If an alternative solution has been provided to prevent new interruptions, or in the case where the client cannot work partially, the level is considered Severity 2. |
2 | Client operations can continue in a restricted manner, although long-term productivity may be negatively affected. |
2 | Some important operation of the client is being affected. |
2 | These types of problems affect the productivity or autonomy of the client. |
2 | An alternative solution and/or temporary intervention (workaround) allows the successful completion of a particular job. This is different from a Severity 1, as there is no known alternative solution and/or intervention. |
3 | The operation of some functionality is impaired, but allows the user to continue using the Platform. |
3 | Setup / Onboarding steps are at minimal risk. |
3 | Minor bugs. |
3 | Questions / general use queries of the platform and cosmetic issues, including errors in documentation. |
3 | Tier upgrade. |
Updated 3 months ago