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Support Levels

Last modified: January 13, 2023.
This section defines the different levels of support provided by the eva® within the support lifecycle.
eva® cloud Support Policy is incorporated into and forms a part of your agreement with NTT DATA with respect to your use of the cloud services. This Policy describes eva’s support policies applicable to customer-reported issues and errors.

Basic support eva server/cloud

Basic support is included for all eva customers. With Basic Support, you have access to our documentation and support for Cloud Billing issues. Scope:
  • Access to online documentation and e-learning platform.
  • Commercial support.
  • Billing support.

Service conditions:

  • Language support: Request assistance in multiple languages, including English, Spanish, and Portuguese.
Service Agreements:
Response time by best effort.

Extended PREMIER support for eva server/cloud

PREMIER support offers unlimited 1:1 technical support for Incidents and Defects, unexpected product behaviour, product usage questions, billing issues and feature requests.
PREMIER support is a paid support offering designed for medium and large companies looking for improved response times, with the following scope:
  • As a PREMIER customer, you contact customer support by creating cases using the ticketing tool.
  • Unlimited access to the support platform and documentation.
  • You can add a single user to the tool.
  • Access to online documentation and e-learning platform
  • Commercial support.
  • Billing and billing support.

Service conditions:

  • Language support: Request assistance in multiple languages, such as English.
  • Hours: 8 x 5 all Severity Levels 1, 2, 3 and 4.
  • M-F, 9 am- 6 pm EST Time.
  • Channels: support tool.
Service Agreements:
  • Monthly Uptime Percentage: 99.5% (for eva cloud service).
  • Response time by severity level:
Severity
Initial Response Goal
Level 1 (Blocker Incidents)
4 hours
Level 2 (Critical Incidents)
4 hours
Level 3 (Major-Errors)
8 hours
Level 4 (Minor Questions, Requests Improvements)
32 hours

Extended GOLD support for eva server/cloud

GOLD support is a paid support offering designed to medium and large companies looking for faster response times and additional services, with the following scope:
  • Designed for medium and large companies looking for faster response times and additional services.
  • As a GOLD customer, you contact customer support by creating cases using the ticketing tool.
  • Unlimited access to the support platform and documentation.
  • You can add an unlimited number of users to the tool.
  • Case Escalation: Escalate to request additional attention for ongoing support cases.

Service conditions:

  • Language support: Request assistance in multiple languages, such as English.
  • Hours: 24/7 for Severity Levels 1 and 2.
  • M-F, 9 am- 6 pm EST Time for Severity Levels 3 and 4.
  • Channels: support tool.
Service Agreements:
  • Monthly Uptime Percentage: 99.5% (for eva cloud service).
  • Response time by severity level:
Severity
Initial Response Time
Level 1 (Blocker Incidents)
2 hours
Level 2 (Critical Incidents)
4 hours
Level 3 (Major-Errors)
8 hours
Level 4 (Minor Questions, Requests Improvements)
32 hours
You must contact NTT DATA Customer Success Team immediately after opening a Severity Level 1 or Severity Level 2 support case to ensure the applicable Initial Response Goal is met.

Value-added services

  • Technical Support Service (TAS): Provides guidance and support to help you succeed through access to eva's pool of experts.
  • Our pool of technical advisors works to provide you with the following services
    • eva onboarding process.
    • Best practices and additional assistance for your most critical cases, including oversight and guidance on case escalation.
    • Monthly, quarterly and annual reviews to assess the status of your eva operations and provide recommendations for improving your use of GOLD support.
    • Recommended training and courses tailored to your organization's needs.
  • When you purchase TAS, you pay a monthly fee, with a minimum one-year contract. After the first year, your contract is month-to-month. For pricing or to purchase TAS, please contact the sales department.

Extended PLATINUM support for eva server/cloud

PLATINUM support offers unlimited 1:1 technical support for Incidents and defects, unexpected product behaviour, product usage questions, billing issues, feature requests and more. It also has a Custom Support service and an assigned TAM.
PLATINUM Support is a paid support offering designed for companies running mission-critical workloads that require fast response times, platform stability and increased operational efficiency.
As a PLATINUM Support customer, you are assigned a Technical Account manager (TAM). TAMs are technical experts who focus on operational rigour, and experience, and focus on delivering platform stability for your organization. Your TAM assists and guides you in the following ways:
  • During the onboarding process to eva.
  • Evaluate the project and works with you to create an adoption plan and operational model.
  • Advises you on best practices for using eva and provides platform reviews.
  • Connects you with eva's technical experts, such as product managers and support engineers.
  • Works with you on support cases and case escalation. For high-priority cases, your TAM analyzes the incident and works toward root cause identification.
By default, you receive 16 hours of basic TAM services per week. If you need more assistance, you can purchase additional TAM services. For information on available levels of account management support, please contact your TAM.
In addition to working with your TAM, you can consult directly with support by creating cases in the support tool. With PLATINUM Support, your cases are assigned to Solutions Engineers. Solutions Engineers have in-depth knowledge of eva, as well as access to your architecture information and project details. Unlimited access to the support platform and documentation. You can add an unlimited number of users to the tool.

Service conditions:

  • Language support: Request assistance in multiple languages, such as English.
  • Hours: 24 x 7 for Severity Levels 1 and 2.
  • M-F, 9 am- 6 pm EST Time for Severity Levels 3 and 4.
  • Channels: support tool.
Service Agreements:
  • Monthly Uptime Percentage: 99.5% (for eva cloud service).
  • Response time by severity level:
Severity
Initial Response Time
Level 1 (Blocker Incidents)
1 hour
Level 2 (Critical Incidents)
2 hours
Level 3 (Major -Errors)
4 hours
Level 4 (Minor Questions, Requests Improvements)
24 hours
You must contact NTT DATA Customer Success Team immediately after opening a Severity Level 1 or Severity Level 2 support case to ensure the applicable Initial Response Goal is met.

Value added services

  • Personalized Support: During your organization's incorporation into PLATINUM Support, your TAM focuses on creating personalized customer support. Personalized Service is a service that provides greater ability to resolve technical issues and enhance your support experience. Individualized support enhances the support service by learning and maintaining information about your architecture. This information ensures that our support engineers can resolve your support cases quickly and efficiently.
  • Event Management: You can use PLATINUM Support's event management service for planned major events, such as a product launch or a major sales event. With this service, the support team partners with your team to create a plan and provide guidance during the event.
  • Preferred access to new releases: As a PLATINUM customer, you have access to previews of new eva releases. By previewing the product, you have the opportunity to prepare before it is available in the market. With your organization's objectives in mind, your TAM analyzes your projects and eva usage to identify opportunities to test and use new products and solutions. When your TAM identifies an opportunity, it introduces you to the product team and helps you gain access to the preview. As you test the product, your TAM also shares your feedback with the product team.

Customer Obligations

To enable NTT Data to provide Support, you agree to:

  1. 1.
    Provide NTT DATA with reasonable detail of the nature of and circumstances of the Issue or Error.
  2. 2.
    Provide NTT DATA with diagnostic data that is reasonably requested.
  3. 3.
    Provide NTT DATA with reasonable cooperation in diagnosing and resolving any Requests and Errors.
You must contact NTT DATA Customer Success Team immediately after opening a Severity Level 1 or Severity Level 2 support case to ensure the applicable Initial Response Goal is met.

Support Limitations.

Support is only available in English.
NTT DATA has no obligation to provide any Support:
  1. 1.
    for any software, hardware or other elements of the Customer environment not provided by NTT DATA,
  2. 2.
    if Customer or a third party has altered or modified any portion of the Software,
  3. 3.
    if Customer has not used the Software in accordance with Documentation or instructions provided by NTT Data, including failure to follow implementation procedures,
  4. 4.
    if the Customer is running a version of the Software that has passed its end-of-life date; or for Beta Offerings.