Success and Support
Additional Services⚓︎
Hydrolix Managed customers also have access to the following Hydrolix services.
Hydrolix Account Manager⚓︎
To facilitate regular communication and proactive operational planning, Hydrolix Managed customers are assigned an account manager to coordinate regular communications, feedback and planning. Hydrolix account management will provide:
- Weekly touch base calls with a status review of any open support tickets and/or other requests.
- Monthly service usage and performance review
- Quarterly business review and roadmap update.
Dedicated Chat Channel⚓︎
Managed Hydrolix customers have access to a dedicated chat channel to communicate with their Hydrolix account team on as needed basis during business hours. At this time, Hydrolix uses Slack for this offering, but this is subject to change in the future.
Professional Services⚓︎
Professional services can be purchased from Hydrolix to help with a variety of customizations and integrations such as custom visualizations or adding support for custom ingest methods. A support ticket can be opened to start the process of procuring professional services.
Support⚓︎
Self-Service Support Resources⚓︎
Hydrolix provides comprehensive documentation for Hydrolix customers at docs.hydrolix.io.
Support Levels⚓︎
The following levels of Hydrolix support are available for Hydrolix Managed customers.
| Hydrolix Support Level | Monthly Price | Includes |
|---|---|---|
| Standard | Included | 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 : support@hydrolix.io
Hydrolix Support Levels⚓︎
The table below defines the service level agreements (SLAs) for the levels of support offered by Hydrolix.
| Severity | Definition | Metric | 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 (for example, 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.
Maintenance and Service Operations for Hydrolix Managed⚓︎
Mutually acceptable maintenance windows and notification policies will be implemented at the time of onboarding for Hydrolix Managed customers.