Pentaho Support

* The number of Named Support Contacts for Enterprise Support is a minimum of 2 Primary and 1 Backup contact. This number may increase depending on the total number of Cores and/or Nodes you are licensed to use the Big Data Analytics software on.

** 24x7 support coverage is only available for Severity Level 1 issues or errors. Initial response for Severity 1 issues: Critical < 1 hour.

*** Enterprise Support includes the assignment of a solution architect to (a) conduct sessions to demonstrate implementation best practices with your Named Support Contacts; (b) discuss topics such an integration techniques, solution design and architecture, implementation strategies, upgrade techniques, best practices and performance tuning of the software; (c) coordinate and conduct sessions as needed with Hitachi’s subject matter experts; and (d) troubleshoot issues via VPN access to your systems or the creation of replicas of your solution, if this is technically possible. The accrual or rollover of the weekly allocated time is not permitted but the time assigned can be increased by a separate written agreement between the parties.

****A “Training Credit” is equivalent to a single full day public training course (online or in person) available from https://www.hitachivantara.com/en-anz/services/training-certification.html or any successor website address for an individual attendee from Customer. A private custom training course conducted by HITACHI (or its subcontractor) for Customer will consume six (6) Training Credits per day regardless of the number of attendees.

*****A “Remote Consulting Checkpoint” refers to a session delivered remotely by Hitachi to determine whether or not a Customer has implemented the Pentaho software in its environment efficiently, whereby Hitachi will run a set of scripts against a Customer’s environment. Following the running of such scripts, the results will be reviewed by Hitachi’s architects and Hitachi will make suggestions to enable the Customer to improve its implementation of the software.