Technical Support and Maintenance

Quotes

"With AccelOps, we can gain significant operational coverage and efficiency, shorten MTTR, increase results from our support resources, and be proactive to lower ticket volume - all of which positively impacts our operating costs and customer service. "
"We tried every product we could get our hands on... Now with AccelOps, everything about our environment is in that one single pane of glass - whether it's our virtualization, storage or classic systems and network management infrastructures."
"AccelOps provides greater SIEM functionality, versatility and efficiency compared to using multiple tools. Migrating from Cisco was easy as AccelOps is very automated and robust."
"We found AccelOps to be an extremely powerful, stable and comprehensive monitoring and management tool that would benefit nearly any organization, particularly those with numerous network assets that are varied and widely dispersed."
"AccelOps' unified, service-oriented approach to data center monitoring gives us broader oversight and enables us to make operational decisions with greater clarity, efficiency and teamwork."
"We brought in five leading vendors to present their infrastructure monitoring platforms, and only AccelOps met CSU's needs for comprehensiveness, usability, implementation and value."
"AccelOps' degree of automation and breadth of operational analytics and security controls are extensive – truly enabling proactive, service-oriented management."
"AccelOps SaaS is quick to deploy, very intuitive and cost-effective."
"Top 10 IT Management Technology Start-ups To Watch in 2010"
"AccelOps provides insight on every aspect of our virtual environment, network, applications and security - delivering an astounding operational management gain."
"With AccelOps, we can understand what problems are occurring, what type of problems, where they exist and the impact on IT services."
"AccelOps helps us achieve more uptime, better use of resources and drives down operational costs."
"AccelOps distinguished itself among datacenter management vendors based on ingenuity, automation, sophistication and value..."
"AccelOps' converged component- and service-oriented IT management offers enterprises significant value."

Headlines

NEW AccelOps version delivers cross-correlated intelligence over dynamic VM and cloud service layers.

NEW: Deere-Hitachi and Chicago State University selects AccelOps over leading data center management vendors.

Network World's, Top 10 IT Startups, CTR Editor's Choice, Best of Saas, and Frost's Product Innovation Award winner

AccelOps an SC Award Finalist unveils CS MARS Competitive Upgrade Program.

Investment Peace of Mind

AccelOps Virtual Appliance and SaaS software solutions run on VMware supported systems and are licensed as annual subscriptions. Each Virtual Appliance Model provides the ease of use and integration benefits of an appliance with the deployment and upgrade flexibility of software.

As part of the subscription, technical support and maintenance are included. SaaS customers are also provided service level guarantees.

Support Is Always Available

AccelOps provides round-the-clock technical support as part of AccelOps' annual subscription, which includes

Online support center, 24x7x365
Online knowledgebase, 24x7x365
Online email, 24x7x365
Telephone, business hours (6am-6pm Pacific)

Customers are encouraged to visit the online knowledgebase and support center. The online support center not only provides access to common questions, known issues, workarounds and solutions, but it also provides direct online assistance and customer case management. AccelOps technical support responds to online inquiries within the same business day.

Built-In Maintenance

During the term of the subscription period, AccelOps customers are entitled to unlimited updates and new releases of their current solution Model. This ensures our customers can take advantage of the most current release without limitation.

Updates are seamless and backwards compatible. SaaS customers enjoy updates that are automatically applied during maintenance periods. Virtual appliance customers are notified of available updates with the option of postponing updates up to one prior release. Contact AccelOps sales to review additional maintenance terms within the AccelOps End User License Agreement.

On-Demand Upgrades

At any point during a subscription period, customers can optionally purchase additional capacity including readily upgrading their current Model to a higher performing Model.

AccelOps will prorate the unused portion of the current subscription fee and apply that amount to the new subscription fee and annual term.

Just start using the added capacity and performance if SaaS or simply install an updated license key if employing the virtual appliance. Upgrades are easy to accomplish and will not require manual load balancing, database tuning or storage migration efforts. Higher Virtual Appliance Models may require additional system, processor or storage requirements fulfilled by the customer. Contact AccelOps sales to review upgrade terms and conditions.

Service Level Guarantee

AccelOps SaaS customers benefit from our managed datacenter that provides 24x7 AccelOps application monitoring, scalable ops data processing and enterprise-class data storage. Our SaaS solution offers the following service level guarantees:

SAS70-2 certified, physically secure, hosting data center
99.5% availability
Automatic service subscription credit on SLA loss
Off-peak service update periods with advance notification
24x7x365 service monitoring
Automated service updates and upgrades
Redundant systems for high availability
Compressed and encrypted local event data transmission
Data segregation, stored data snapshots
System and application-level access controls
Perimeter and intranet service defenses
System hardened, patched, and vulnerability assessed
Audit reports available upon customer request

SLA Note: The AccelOps’ local client software for our SaaS solution that operates on the customer premise has data caching and subsequent upload options to obviate potential data loss during maintenance periods and service level anomalies. For the complete SaaS service level guarantee terms and conditions, please contact AccelOps sales and refer to our End User License Agreement.