Professional
Services
&
Support
Pimcore
for
You
Ensuring
that
our
customers
have
a
seamless
experience
with
Pimcore
defines
our
support
services
model.
We
offer
several
levels
of
services
to
help
you
meet
your
unique
requirements.
Pimcore
offers
complete
support
and
guidance
to
leverage
digital
transformation
solutions
to
enterprise-‐level
organizations
across
the
globe.
Pimcore
Global
Services
uses
the
innovative
Continuous
Delivery
approach
to
improve
your
overall
software
development
capability.
The
Continuous
Delivery
approach
is
designed
to
simplify
and
accelerate
the
process
of
bringing
applications
from
code
to
production.
Continuous
delivery
removes
traditional
obstacles,
automates
manual
steps,
and
provides
best
practices
that
leverage
and
enhance
the
agile
development
methodology
to
ensure
fast
and
high
quality
application
delivery.
Pimcore
Professional
Services
&
Support
Offerings
Service
Level
Engagement
Under
this
offering,
all
requests
are
categorized
according
to
the
severity
or
business
impact
scale.
Ø Showstopper
Production
application
is
down
or
a
major
malfunction
is
rendering
a
product
inoperative?
Fear
not.
We
understand
that
all
such
issues
are
a
matter
of
urgency
and
of
the
highest
level.
We
respond
within
15
minutes
for
all
such
issues
after
hearing
from
you
(L1).
Our
team
of
experts
analyze
the
issue
raised
(L2)
and
prepare
resolution
guide/recommendation
within
2
hours.
The
issue
is
resolved
within
just
four
hours
(L3).
Ø High
Level
Severity
All
major
feature/product
failures
and
critical
loss
of
performance
severely
hampering
the
program
usability
are
categorized
as
high-‐level
severity
issues.
30
minutes
is
the
time
we
take
to
acknowledge
and
respond
to
your
query
(L1).
After
getting
to
the
core
of
the
matter,
which
takes
one
business
day
(L2),
we
will
resolve
the
issue
within
two
business
days
(L3).
Ø Medium
Level
Severity
Moderate
loss
of
application
functionality
or
performance
impacting
the
normal
functioning
of
multiple
users
falls
under
this
category.
We
take
30
minutes
to
respond
to
your
first
query
(L1)
and
take
only
two
days
to
analyze
and
prepare
a
resolution
guide
(L2).
The
issue
will
be
settled
within
just
five
working
days
(L3).
Ø Low
Level
Severity
All
minor
loss
of
application
functionality,
product
feature
requests,
how-‐to
questions
are
considered
as
low
level
severity
issues.
Besides
acknowledging
the
issue
and
responding
in
30
minutes
(L1),
we
prepare
a
resolution
guide
with
recommendations
within
three
business
days
(L2).
We
guarantee
a
solution
within
10
working
days
(L3).
Pricing
8x5
during
weekdays
-‐
$3200
per
month
16x5
during
weekdays
-‐
$6400
per
month
24x7
(nights
and
weekends
included)
-‐
$9600
per
month
2
Support
Offerings:
Applica^on
Support
Infrastructure
Support
Consul^ng
Support
• Change
request
to
exis^ng
• Monitoring
-‐
system
• Analysis
of
current
"As-‐Is"
Pimcore
applica^on
performance,
applica^on
scenario
• New
feature/plugin/report
performance,
process
• Analysis
of
current
"As-‐Is"
development
monitoring,
security
monitoring,
Business
Process
Flows
• Anything
that
needs
opening
of
sta^s^cs
and
reports
to
track
• Sharing
best
prac^ces
based
on
exis^ng
code
with
respect
to
service
quality
trends,
visibility
analysis
the
func^onality
delivered
to
priori^ze
op^miza^on
efforts
• User
experience
consul^ng
(UX
• Changes/development
at
UI
• Backup
-‐
automated
daily
and
UI)
level
snapshots
of
disk
within
a
zone,
• Recommending
"To-‐Be"
• Ac^vity
related
to
Data
monthly
snapshots
of
image
scenario
within
a
region
Migra^on
or
Integra^on
• Recommending
refined
• Log
Analysis
-‐
system
log
• Data
quality
support
analysis,
applica^on
log
business
process
flows
/
• Integra^on
with
any
third
party
product
life
cycle
analysis,
cloud
related
logs,
applica^ons
audit
logs
analysis
• Recommending
Solu^on
Architecture
• Security
-‐
network
configura^on,
security
group
• Recommending
Full
System
configura^on,
OS
firewall,
path
Integra^on
and
Implementa^on
updates
and
management,
project
plan
authoriza^on
policies,
key
management,
encryp^on,
RBAC
role
based
access
