Additional Services

The following additional service is available to Cascade customers.

Professional Services

Professional services can be purchased from Hydrolix via the marketplace to help Cascade customers with a variety of customizations, including customization of the standard Cascade dashboards, support of custom ingest methods, and integrations with third-party database management and/or visualization tools.

Hydrolix’s AWS Marketplace page has the current rates for purchasing professional services.

Support

Self-Service Support Resources

Cascade documentation can be found starting at Get Started with Cascade .

Support Levels

The following levels of Hydrolix support are available for Cascade customers.

Hydrolix Support Level	Monthly Price	Includes
Standard	Included with Cascade	Standard SLAs (see below)
Premium	$2,500	Improved SLAs (see below)
Enterprise	$5,000 + 10% of average monthly spend	Best SLAs (see below) + Account Manager + Chat channel

Accessing Support

Hydrolix support can be accessed by emailing : [email protected]

Hydrolix Support Levels

The table below defines the service level agreements (SLAs) for the levels of support offered by Hydrolix.

Severity	Definition		Standard	Premium	Enterprise
1 (Critical)	*Severe functionality loss, data loss or System is Down.* Key business functions cannot be performed. A problem is deemed Critical when no acceptable alternative solution (e.g. workaround) is available. For all S1 cases please call our support number.*	Availability	Business Days	24/7 x 365	24/7 x 365
		Response Time	8 Hours	2 Hours	30 Mins
		Update Time	Weekly	Daily	1 Hour
2 (High)	*A feature or function is failing, limiting the ability to utilize the Hydrolix Service.* Hydrolix service is disabled or not working as documented. Serious problems are demonstrable. Severity 2 issues are not “critical” and a reliable alternative method exists. For all S2 cases please call our support number.*	Availability	Business Days	Business Days	24/7 x 365
		Response Time	2 Business Days	4 Hours	1 Hour
		Update Time	None	Weekly	4 Hours
3 (Normal)	*Any other case where a feature or function of Hydrolix is not working as documented.* Any case where a non-serious feature or function within the Hydrolix system is not operating or has become unstable.	Availability	Business Days	Business Days	Business Days
		Response Time	None	2 Business Days	1 Business Day
		Update Time	None	None	1 Business Day
4 (Low)	*Service Request* Billing information, Feature requests, and ‘How-To’ questions.	Availability	Business Days	Business Days	Business Days
		Response Time	None	2 Business Days	1 Business Day
		Update Time	None	None	None

* Hydrolix support number will be provided upon completion of purchase.

SLA Definitions:

Business Days are defined as any day, except Saturday, Sunday and any public holidays that are observed by Hydrolix, between the hours of 08:00-17:00 local time of the customer creating the support ticket.
Severity 1 and 2 tickets must be accompanied by a phone call to the Hydrolix support number for SLA to apply.