Graphiant provides a complete service offering as part of the solution provided to Partners.
As part of the service transaction, Graphiant provides:
Solution support for the technology stack
Level 3 support for the technology
Graphiant requires no additional licensing.
This section describes the separation of roles, allowing Partners to plan which roles Graphiant will fulfill when delivering the services.
Definitions of support are provided as follows.
Level One Support
Level One is first-line support, responsible for simple customer issues that require a broad knowledge of the Graphiant technology. Level One support specialists can identify customer requests/needs and provide tips on how to manage the problem.
Answers/solutions provided by Partner Level One support are generally available via Graphiant’s Documentation, FAQs, and step-by-step product guides in the Partner Portal.
Typical tasks handled by Level One support specialists include:
Explaining tenant user and password policies/issues
Requesting Graphiant support to add and delete users
Explaining navigation around the Graphiant admin console
Reviewing customer-reported documentation errors
Initial incident classification and appropriate resolver group routing
Managing the customer in supported local language
Classifying and documenting reported issues that require escalation to [Partner]’s Level Two support
Level Two Support Summary
Level Two Support is responsible for assisting Level One Support by performing the next level of investigation of technical issues and finding solutions related to more complex issues. Level Two support can help end customers find workarounds by adjusting policies to resolve basic security issues such as blocking or unblocking access to Web sites.
Typical tasks handled by Level Two support specialists include:
Resolving website rendering issues
Performing basic log analysis with the admin console
Recommending workarounds that allow end customers to continue business operations
Assisting end customers with basic security policy adjustments based on business requirements
Triaging end-customers reported problems, categorizing them and escalating issues to the Graphiant support team when appropriate
Level Three Support Summary
Level Three Support is responsible for assisting Level Two Support through advanced technical investigation and resolution of complex issues, including those related to software and configuration.
Optionally, Level Three support may join end customer crisis calls where appropriate.
Typical tasks handled by Level Three support specialists include:
Provide configuration/policy/design recommendations and assistance in End-Customer deployment
Assist engineering and operations teams to investigate and resolve complex software or operations issues
Perform tasks related to patch qualification, such as bug-fix verification
Perform in-depth analysis of log data, network packet traces, and internal logs