Valtix Customer Support¶
Overview¶
Valtix prides itself in offering our customers, prospects and partners a first class customer support experience. Our objective is to put you in touch with the right people and material quickly to help make your cloud journey with Valtix successful. We will help guide you through deploying, configuring, and using Valtix to secure your cloud environments. And to ensure your experience is first class and your use of the solution is successful in the shortest amount of time.
Offering¶
- Extension of the Valtix Technical Sales and Engineering teams
- Active case management with frequent communication
- Cases are assigned, triaged and categorize based on severity
- Case actions are developed to determine whether a fix is needed, documentation should be updated, or additional information is required
- Cases are updated frequently and brought to closure efficiently
- Case escalation determined based on severity and response levels
- Valtix founding team is involved to ensure executive oversight
Pricing Tiers¶
| Support | Free Tier | Pay as you Go Tier | Enterprise Tier |
|---|---|---|---|
| Coverage | Minimal | Partial | Full |
| Chat (coming soon) | ✅ | ✅ | |
| ✅ | ✅ | ✅ | |
| Phone | ✅ | ✅ | |
| Slack | ✅ | ||
| Forums (coming soon) | ✅ | ✅ | ✅ |
| Hours | 12 x 5 | 24 x 7 x 365 | |
| Response Time | Best Effort | Best Effort | Service Levels |
| Escalation | ✅ | ✅ |
Scope¶
Support is offered to customers, prospects and partners to help guide you through deploying, configuring and using the solution. The general scope of assistance is as follows:
- Solution questions
- On-boarding, setup, and configuration
- Best practice guidance
- Architectural review
- Troubleshooting
- Bug reporting and feature requests
- Upgrades and updates
- Terraform examples
Support will also help put you in contact with the right people at Valtix based on needs beyond the scope of support. Examples are as follows:
- Pricing questions
- Trial accounts, extension and pre-sales assistance
- Solution demonstrations
- Professional services
Operating Hours¶
Enterprise Tier¶
Valtix offers support 24 hours a day, 7 days a week, 365 days a year for the Enterprise tier.
Pay as you Go Tier¶
Valtix offers support 12 hours a day (7am to 7pm PT), 5 days a week (Monday through Friday, minus US holidays) for the Pay-as-you-Go tier.
Free Tier¶
Valtix offers support on a limited, best-effort basis for the Free tier. No set hours or days are defined. Response time will vary depending on availability and activity.
Contacting¶
Chat¶
- In-solution chat - Coming soon (December 2021)!!
- Real-time communication
- Login to Valtix UI; Select Chat with Support under the ? menu
- Automatic case creation
- Further communication via chat, email or Zoom
Email¶
- Valtix Support
- Automatic case creation
- Further communication via Email or Zoom
Phone¶
- Contact Valtix main number
- Select option 2 and leave a voice mail
- Automatic case creation
- Further communication via phone, email or Zoom
Slack Connection¶
- Real-time communication
- Requires each company use Slack Enterprise
- Manual case creation (as needed)
Forums¶
- Coming soon (early 2022)!!
- User-based forums moderated by Valtix
- Accessible by Valtix users
- No case creation or direct support involvement
Cases¶
Severity Definitions¶
| Severity | Level | Definition |
|---|---|---|
| P0 | Critical | Complete loss of critical functions or services without feasible workaround |
| P1 | High | Periodic or sustained issue with workaround |
| P2 | Medium | Bug, feature request, billing/metering issue, administration issue |
Response Service Levels¶
| Severity | Level | Initial Engagement | Manager Escalation | VP Escalation | CEO Escalation |
|---|---|---|---|---|---|
| P0 | Critical | 15 minutes | 1 hour | 3 hours | 12 hours |
| P1 | High | 4 hours | 8 hours | 24 hours | 72 hours |
| P2 | Medium | 24 hours | 5 business days | 10 business days |
Status Definitions¶
| Status | Definition |
|---|---|
| New | New case has been created. Awaiting case acceptance to begin support. |
| Working | Active investigation, triage, root cause analysis and resolution |
| Pending Customer | Awaiting information or validation from customer |
| Pending Valtix | Awaiting information or validation from Valtix |
| On Hold | On-hold pending a future release or update |
| Closed | Problem is resolved. No further action is required. |
Guidelines¶
Minimizing Outage Risks¶
To minimize the risk of operational outages, Valtix recommends the following minimum requirements when deploying Valtix Gateways:
- Valtix Gateway
- Minimum 2 Availability Zones (1 instance per AZ)
- Auto-scaling
- Minimum instances: 1
- Maximum instances: 2 or higher
- Cloud provider configuration
- Available resources
- Private IPs (Management and Datapath subnets): # of Gateways * Max auto-scaling
- Elastic IPs: 2 * # of Gateways * Max auto-scaling * # of AZs
- Management subnet Security Group rules
- Outbound: Open to Valtix Controller
- Inbound: Closed to all traffic
- Available resources