Investment Peace of Mind
AccelOps Virtual Appliance and SaaS software solutions run on VMware supported systems and are licensed as annual subscriptions. Each Virtual Appliance Model provides the ease of use and integration benefits of an appliance with the deployment and upgrade flexibility of software.
As part of the subscription, technical support and maintenance are included. SaaS customers are also provided service level guarantees.
Support Is Always Available
AccelOps provides round-the-clock technical support as part of AccelOps' annual subscription, which includes
- Online support center, 24x7x365
- Online knowledgebase, 24x7x365
- Online email, 24x7x365
- Telephone, business hours (6am-6pm Pacific Time)
Customers are encouraged to visit the online knowledgebase and support center. The online support center not only provides access to common questions, known issues, workarounds and solutions, but it also provides direct online assistance and customer case management. AccelOps technical support responds to online inquiries within the same business day.
Built-In Maintenance
During the term of the subscription period, AccelOps customers are entitled to unlimited updates and new releases of their current solution Model. This ensures our customers can take advantage of the most current release without limitation.
Updates are seamless and backwards compatible. SaaS customers enjoy updates that are automatically applied during maintenance periods. Virtual appliance customers are notified of available updates with the option of postponing updates up to one prior release. Contact AccelOps sales to review additional maintenance terms within the AccelOps End User License Agreement.
On-Demand Upgrades
At any point during a subscription period, customers can optionally purchase additional capacity including readily upgrading their current Model to a higher performing Model.
AccelOps will prorate the unused portion of the current subscription fee and apply that amount to the new subscription fee and annual term.
Just start using the added capacity and performance if SaaS or simply install an updated license key if employing the virtual appliance. Upgrades are easy to accomplish and will not require manual load balancing, database tuning or storage migration efforts. Higher Virtual Appliance Models may require additional system, processor or storage requirements fulfilled by the customer. Contact AccelOps sales to review upgrade terms and conditions.
Service Level Guarantee
AccelOps SaaS customers benefit from our managed datacenter that provides 24x7 AccelOps application monitoring, scalable ops data processing and enterprise-class data storage. Our SaaS solution offers the following service level guarantees:
- SAS70-2 certified, physically secure, hosting data center
- 99.5% availability
- Automatic service subscription credit on SLA loss
- Off-peak service update periods with advance notification
- 24x7x365 service monitoring
- Automated service updates and upgrades
- Redundant systems for high availability
- Compressed and encrypted local event data transmission
- Data segregation, stored data snapshots
- System and application-level access controls
- Perimeter and intranet service defenses
- System hardened, patched, and vulnerability assessed
- Audit reports available upon customer request
SLA Note: The AccelOps’ local client software for our SaaS solution that operates on the customer premise has data caching and subsequent upload options to obviate potential data loss during maintenance periods and service level anomalies. For the complete SaaS service level guarantee terms and conditions, please contact AccelOps sales and refer to our End User License Agreement.