| Plan | Features and capabilities | Pricing | |
|---|---|---|---|
Perform:
Pre-req:
Customer's IBM Cloud Account
Install:
Perform migration of data including necessary ETL, customizations, and verification.
Depending on the need, establish a DR environment modeled after migrated Prod environment.
Perform final Production Cut Over activities, validate data consistency, and Post Migration Activities for Go-Live.
Optional Day-2 Support.
Lantrasoft provides different levels of support based on the need of engagement.
This includes 24x7 verbiage for critical issues with a short response time (e.g., "15-minute response for production system outages") and standard business hours verbiage for non-urgent issues (e.g., "standard requests will be handled during business hours, Monday–Friday, 8:00 a.m. to 5:00 p.m. local time").
For critical/emergency support:
This service provides 24/7 support for critical incidents. Support will be engaged within 15 minutes of the issue being reported.
For 24/7 availability: Support is available 24 hours a day, 7 days a week for critical incidents. Critical issues will be triaged and responded to immediately, regardless of the time of day, to minimize downtime.
Definition: An incident is considered critical if it causes a complete production system outage or has a severe impact on business operations and is affecting multiple users or departments.
Standard business hours support:
This service provides standard support is available during regular business hours. For standard support requests, the initial response will be provided during the next business day. Urgent but non-critical issues may have different response times outlined in the service level agreement (SLA).
Business Hours: Monday through Friday, 8:00 a.m. to 5:00 p.m. local time, excluding public holidays.
Definition: A standard support request is any issue that does not meet the criteria for a critical incident, such as general inquiries, feature requests, or non-production system malfunctions.
Support and escalations can be raised thru a secure Help Desk portal dedicated for each authorized user associated with the support contract. This portal also provides authorized users with general knowledge base and community documentation for frequently asked questions.
massupport@lantrasoft.com 24 hours / 7 days a week 1 hour | |
| Support locations | Support locations refer to all of the countries in which product support teams are located.
|
You must wait 1 hour after you contact this product's support before you can begin the escalation process. massupportesc@lantrasoft.com 1 hour |
