Providing the right help you need, when you need it
Converging Data offers flexible, reactive operational support for Splunk, which can be flexed and tailored to the specific requirements of your organisation.
Support is offered following consultation with customers to define platform monitoring thresholds at which we can respond. If required, we can also adopt a more proactive support approach, which could include dedicated resources to provide platform oversight and respond immediately to issues.
Converging Data provides three core tiered support packages: Converge, Unlock and Accelerate on a subscription basis (see table below). Each package is modelled on the nature and depth of the support service provided, the allocation of support tickets or – in the case of Splunk Professional Services – the number of consultant days.
* Fair use policy; 1 ticket = 2 hours of dedicated support time
CD: Converging Data
Level 1: Platform health monitoring and oversight
Providing ongoing monitoring of your platform, regular health checks and escalations to problem resolution (Level 2; see below), as required. Level 1 support can be configured to integrate with your existing monitoring tools and processes, and can be provided to your organisation in-house, or externally by Converging Data.
Level 2: Escalation and problem resolution
Providing access to support analysts, who can offer direct assistance on platform configuration, service performance or technical queries, as well as helping to manage support incidents, where more detailed technical knowledge is required. Prior to implementing Level 2 support, we will provide a platform health check to identify any areas of concern and familiarise ourselves with your environment.
Level 3: Splunk Professional Services
Level 3 support utilises Converging Data’s team of accredited Splunk Professional Services consultants – certified to the very highest level to deploy and manage Splunk on behalf of a vendor, without the need for in-house expertise and resource.
Splunk Professional Services support can be harnessed for a broad mix of applications, from deep dive investigation into a complex problem or new project, to scheduled platform upgrades. We can also develop dashboards and reports for you, or advise on Splunk Enterprise Security configuration and management.
Vendor escalation
Converging Data takes the frustration away from escalating issues to a vendor when your Splunk platform is not performing as it should be, or where an outage has taken place that is significantly impacting on your service. We provide ready technical expertise to answer your questions and respond to requests swiftly and effectively.
