What is the Maintenance Service?   Maintenance is at the very core of the services Exasol offers you. Essentially, it provides you with support for handling error reports in cases where the software is not functioning as described in the documentation. As part of the maintenance service, you also have access to a personalized support website, the latest version of Exasol, as well as other downloads.   Exasol's maintenance service is provided during business hours. Important note If you have to create a CRITICAL or MAJOR ticket outside GERMAN (CET/CEST time) business hours you must additionally call our support hotline.   Support Services - Description Standard This is the basic support on which we will assist you to identify your problem, understand the source and try to fix it. The support is available during our working days business hours on all known communication channels (Ticket, Email, Hotline). If the subject of an Error Report is not an error (e.g a question on the product functionality, you may be invoiced for additional work done by Exasol. If this is the case, you will be advised in advance.    Premium 24x7 Premium extends Standard by also covering incidents where the root cause is not necessarily within the software (see the Incident Management section for more details on this).  Exasol reserves a right to refer to the consultancy service if the amount of questions or efforts to response exceed a certain level (see also Performance Service).  A VPN access to the corresponding cluster is required. SLAs and Tickets When you create a ticket, you should select a priority based on the following criteria: - Critical - Major - Normal - Minor Read more about priorities here. When you notify us of an incident or an error in the software, we will confirm the receipt within the agreed reaction times, and will request additional information if required. Exasol does not send you automated replies; even if you get a standard reply, it means that a support agent has read and understood your inquiry and has started working on the ticket. See more here. After receipt of the Qualified Error Report we will attempt to reproduce the error. If the error can be reproduced, our support agents will inform you within the processing time whether the cause is a software error and will provide an estimated time until a solution or fix is available.        
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Exasol's experts will discuss your requirements with you and provide comprehensive consultation regarding cluster sizing, setup, and integration of Exasol into your environment. During the sizing and planning phase, you need to make decisions that have an impact on the performance and scalability of the Exasol database, and the effect that hardware or network failures will have on the system and your operational activities. You will need to consider the following:   Hardware sizing - Establish the total disk space, database backup space, and database RAM that you require for your Exasol database. Based on this information, you can decide on the hardware configuration you need.  Network planning - Understand the network requirements for Exasol and plan the optimal network based on your requirements.  Business continuity planning - Devise a plan to recover operational status and data for an Exasol database in the case of a hardware or network failure. To get a better idea of what is involved in sizing and planning, refer to the Planning Guide in our documentation portal. 
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Exasol will install Exasol software and get it operational at the site. This means you only need to set up the environment and organize the necessary conditions, such as wiring, network setup, preparation of servers, etc.   Exasol takes care of the following: Adding and installing cluster nodes Creation of users for administration and monitoring Network setup of cluster nodes Integration of nodes in the cluster Setup of database instances Backup configuration Handover of login data   The installation is completed with a short introduction to the most important Exasol functionality. Unless otherwise agreed, this service is provided remotely.
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Exasol carries out regular maintenance tasks on your behalf, either as required or upon your request. The Operational Service includes the following:   Update service for the installation and deployment of both major and minor releases User management for operation and monitoring Node management (if applicable) Cluster upgrade Database instance management Implementation of backup strategy Database restore upon request Database usage reporting (monthly)   Package or on an individual basis The service can be   booked as a package per cluster   on an annual basis, or on a time and material basis called   Individual Operational Services. Service times are Exasol's Service Times. This service is provided remotely.   ❗ Depending on the type of task, we need some lead time to prepare the task and allocate resources
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Exasol will monitor your Exasol system using a software-based system monitor with an automated incident report system. Typical error sources in the Exasol Cluster and database operations are monitored to ensure that issues are picked up, such as:   a backup is not written successfully the status of a node changes (active/standby) the database is not connectable Exasol monitoring does not check the status or performance of the database, as this requires a deeper understanding of the database and the database usage. Monitoring Times are 24x7. Monitoring can only be booked in conjunction with Incident Management on a yearly basis per cluster.
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Important note If you have to create a CRITICAL or MAJOR ticket outside GERMAN (CET/CEST time) business hours you must additionally call our support hotline. An incident is defined as an issue that causes a deviation from the standard operation of the Exasol cluster, and which causes an interruption or disruption of the operation. Examples include: a database instance does not accept connections, a backup cannot be generated, or one or more hardware components are defective. In the event of an incident, Exasol works to restore the standard operation of the Exasol cluster as quickly as possible. Service times are either Exasol's service times or optionally 24x7. Incident Management can only be booked as a package per cluster on a yearly basis. VPN access is mandatory for this option.   Incident Processing If an Incident occurs within the agreed service hours, Exasol will initiate all necessary actions to restore the standard operation of the Exasol Cluster as quickly as possible. Software bug fixing is not subject to Incident Management, but to the maintenance contract or the provided warranty, as applicable.   Please find below an outline of our incident process.       
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Exasol will periodically monitor general performance trends (on a monthly basis) and provide performance analysis upon request during Exasol's service times.   If you are interested in consultancy services, please contact your account manager and support for more details.   A VPN access and access to statistical system tables are mandatory for this service. Performance analysis can also be booked on a time and materials basis within the scope of a   consultancy service.
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Exasol's experts provide comprehensive consulting with regards to optimal usage of Exasol Software during migration or integration projects. We offer comprehensive consulting on the optimal use of our database with one of our experts.   This service is provided on a case by case and time and material basis.   Some examples of database consulting services include: Data Model architecture Data import ETL / ELT processes Performance tuning Rights management The service is provided during Exasol's service times on a time and material basis.
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