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If it is a configuration or infrastructure request, we will work to resolve the issue within 5 business days assuming proper notification protocol was met. *See sections on customer communication expectations for configuration and infrastructure requests below.
If the issue is a Level 2 software defect, Aspenware will first attempt to deploy a version of the software where this defect is not present.
If deploying another version to resolve the issue is not possible, we will work to resolve the issue within the next 2 release 2 versions if submitted before the release cutoff date, within commercially reasonable efforts. (Aspenware releases a new version approximately every 4 weeks.)
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Included Services - These infrastructure-related services are available at no extra cost and are considered part of a standard Aspenware Service Agreement.
Environment set up and configuration within Azure. Typically performed during the implementation phase of the customer life cycle.
Alert configuration and monitoring for Level 1 and High Level 2 outages (see Monitoring section below)
Auto-scaling configuration and maintenance (see Auto-scaling section below)
Tracking SSL expirations and working with customers to retrieve new SSLs. Often this task requires customer participation.
Keeping Azure levels and infrastructure up to date with the latest Aspenware recommendations for optimized configuration
Maintaining multi-factor security on all Azure systems as well as following secure password storage protocols. Limiting access to required individuals.
Annual internal environment load testing on core software packages (commerce) where bottle-necks in performance are identified and considered as roadmap activities
Available Add-on Services - Unless otherwise specified in your package, these infrastructure-related services are available but will require professional service fees and require planning/communication with Aspenware.
Manual scaling and Azure intervention for traffic surge events. If auto-scaling, which is included for all customers is insufficient to handle upcoming traffic surges, please notify and work with your Aspenware representative to manually scale up and down your Azure resources to accommodate traffic surges. Details on when to notify your Aspenware representative of upcoming surges are defined here https://hub.aspenware.net/main/Flash-Sale-or-Product-Launch-Scaling-Preparation.1298334147.html. In the event of a manual scale, professional service fees will apply for planning, scaling activities, and monitoring time. Scaling up and down activities are limited to business hours, so if a sale is running over a weekend, we’d scale you up on a Friday and down on a Monday. Note there are additional fees for Azure associated with manual scaling.
Queue-It is a 3rd party service Aspenware optionally provides its customers as an add-on. Queue-It is a virtual waiting room for high traffic events and requires a separate license and implementation. Queue-It provides digital queueing capabilities for planned, high-traffic events and a “SafetyNet” feature for unexpected spikes in traffic. Queue-It is the queuing system used by high-volume providers such as Ticketmaster, StubHub, Vail Resorts, and AXS.
It is recommended for customers that plan to utilize “flash sales”, which are characterized as an announced, scheduled release of limited inventory on a specific date and time.
If interested, contact your Aspenware account executive. Queue-It implementation times vary between 6-15 hrs and are charged at a professional services rate.
Aspenware can offer dedicated monitoring services leading up to and throughout the course of important launches and sales. These In-depth monitoring activities are only available as a professional service package. With this package, Aspenware will look at historical traffic trends and recommend scaling activities leading up to the event. If you have the Queue-It add on they will help guide you on using Queue-It for this event. During the event, they can monitor and tweak system levels alongside your team to ensure optimal performance during the event. Following the event, they can return systems to normal operating levels and report out on system performance, which can be used to guide future similar traffic events. Typically these services include 1-2 hrs to plan and consult on strategy, 1 hr before the event, the duration of the event when marketing communication is sent (varies), and 1 hr after the event to return systems to normal and report out on activities. These monitoring services require 10 days' notice to Aspenware and may not be available if the launch event is outside of standard business hours (8 am - 5 pm Mon - Friday, Holidays excluded).
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Responsible for maintaining servers where Unity is hosted and keeping specs up to on these servers.
Unless otherwise specified, the customer responsible for paying monthly Azure hosting costs.
Provide business hours and after-hours access to IT and networking personnel. After-hours contact will only be made for emergencies.
Quick response/completion of tasks on SSL renewals when necessary
Notify Aspenware of all high traffic sales events - defined here https://hub.aspenware.net/main/Flash-Sale-or-Product-Launch-Scaling-Preparation.1298334147.html
To uphold our SLAs, Aspenware designated staff needs adequate and continuous access at all times to a minimum number of services (All access to Azure, RTP|One, and the DB where unity is hosted, what else? what specific RTP permissions do we need? ) This cannot require a person approving access each day. If approval is required to access any of the on-premise or hosted applications, services, or servers, SLAs cannot be guaranteed for these customers.
Provide Aspenware with an updated list of contacts and contact information for monitoring alerting.
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Aspenware will monitor production Commerce, Identity, Arrival, and Unity URLs, as well as inventory and order processor functions proactively within support hours and will contact the customer, notifying them of an outage if not reported by the customer, within the SLA guidelines outlined above.
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A regular (typically monthly) sync call with your service rep to review AGENDA DETAILS HERE Jen Dixon
Clarification of documentation, functions, and features - Our products are well documented and we love helping you get the most out of these products by sharing relevant areas of documentation, links to articles, release notes, and configuration guides to answer your specific questions around your desired setup. If documentation is unclear, Aspenware services will provide additional color and direction to help you better understand existing documentation.
Note: Additional clarification and configuration support may be timeboxed. If a configuration request takes over 30 minutes, your Aspenware Representative may indicate that Professional Services time is required to complete the request.
Assistance in identifying and verifying the causes of suspected errors, and advice on bypassing errors in the system - If you find errors with supported features in the Aspenware platform, Aspenware’s service team will work with you to reproduce the issues you are experiencing, understand the root cause and whether there is a workaround so that we can prioritize and pass on issues to our development team, and help you bypass errors if possible according to our SLAs.
Access to all Upgrades - As releases and hotfixes become available, the Aspenware service team equips customers to be prepared for and informed about what’s coming in an upcoming release. They support you in testing, installing, and troubleshooting these releases.
Note: If you are hoping to take advantage of a new feature that requires setting up training outside of providing documentation and reviewing in monthly calls, professional service fees may apply.
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