Pivotal Business Critical Support

A proven and personal approach to supporting Mission Critical Solutions based on Pivotal Technologies.

Program Overview

Business Critical Support services are delivered remotely by a Designated Support Engineer (“DSE”) who serves as your single point of contact for Pivotal Software support:

  • Extension of your team: in personally overseeing your Pivotal support experience, the DSE drives faster resolution, and engages Pivotal subject matter experts when needed
  • Weekly “Carelog” Calls: the DSE engages your team in discussing open and product-related issues, driving towards more efficient resolution and enable discussion of future plans, projects, or enhancements.
  • Assistance with system upgrades and patches:
  • the DSE provides insight and guidance to incorporate in your upgrade plans including configuration, notifying Pivotal’s global support teams, and identifying any issues discovered during the test or development phases
  • Feature Request Assistance: your DSE facilitates the feature request process with your team, advocates with Pivotal product management and development on your behalf, and lays out timelines and delivery dates of new features
  • Root Cause Analysis (“RCA”): should there be a critical event, your DSE will conduct a full RCA, including incident review with detailed outline of the impacting event, additional detail around the debug analysis, recovery, and the resolution steps taken

Activities and Benefits

Account Management

  • Regular communications to lead, discuss, and review open issues or other activities
  • Quarterly business reviews to discuss upcoming product releases
  • Reporting and metrics
  • Advocate for future feature updates

Proactive Support

  • Relevant technical information and product enhancement guidance
  • Review of bug fixes that address support requests
  • Review of release notes and other technical documentation for upgrade events
  • Participate in Customer driven standups as available
  • Manage and oversee technical support activities

Responsive Management

  • Individual service request support guidance, resolution, progress monitoring and intervention
  • Access to relevant Pivotal senior technical and engineering resources

Prerequisite

* Customer must have an active subscription (“Premium Support”) or a valid support contract in place for the specified product as a prerequisite to the purchase of Business Critical Support.


Feature Premium Support
Length of Service 1, 2 or 3 Years
Product Updates Yes
Product Upgrade direction Yes
Products Supported All
Method of Access Web / Telephone / Email
Response Method Telephone / Email
Remote Support Yes
Access to Pivotal Web Site Yes
Access to Pivotal Discussion Forums and Knowledge Base Yes
Max Number of Technical Contacts per Contract 5
Number of Support Requests Unlimited
Premium Support Hours 24 Hours / Day
7 Days / Week
365 Days / Year
Feature Business Critical Support
Assigned Designated Support Engineer Yes
DSE Support Hours Monday - Friday
9 a.m. to 5 p.m. (local time zone)
Length of Service 10 Hours / Week for 6 or 12 Months
Can be stacked to 20, 30, or 40 Hours / Week
Weekly Carelog Calls Yes
Root Cause Analysis Yes
Guidance with System Upgrade and Patches Yes
Feature Request Assistance Yes
Account Management ** Yes
Proactive Support ** Yes
Responsive Management ** Yes

** See description under Program Overview

Last Updated: 1/19/2017