Lumada and Pentaho Support Services

For clients with complex data management, data integration from edge-to-core-to-multicloud, industrial IoT, business analytics or embedded analytics initiatives, enterprise support delivers our highest level of service through a single point of contact.

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Single Point of Contact and VIP Support

The enterprise support tier offers a single point of contact for ongoing guidance, best practices, and management of feature requests and support cases. A virtual replica of the customer's business analytics environment expedites problem resolution.

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Speed Timelines, Plan for Innovation, Reduce Risk

Compare the enterprise and premium support packages.

PLATFORM (PENTAHO DATA INTEGRATION + BUSINESS ANALYTICS) TOTAL LICENSED CORES
PENTAHO DATA INTEGRATION ONLY-TOTAL LICENSED CORES
NAMED MAINTENANCE AND SUPPORT SERVICES CONTACTS (PRIMARY/BACKUP)
COVERAGE
SUPPORT CASES
SUPPORT COMMUNICATION
TARGET INITIAL RESPONSE TIME
TARGET INITIAL RESPONSE TIME
TARGET INITIAL RESPONSE TIME
TRAINING CREDITS****
TRAINING CREDITS****
REMOTE CONSULTING CHECKPOINTS*****
REMOTE CONSULTING CHECKPOINTS*****
KNOWLEDGE BASE USERS
TEST / DEV CORES (PURCHASE OPTION BEYOND INITIAL PRODUCTION CORE COUNT)
NOSQL AND ANALYTIC DATABASE INTEGRATION
HADOOP INTEGRATION
SINGLE TECHNICAL BIG DATA PRODUCTS (SOFTWARE) POINT OF CONTACT
ONGOING TECHNICAL COMMUNICATION
ONE-ON-ONE GUIDANCE, MENTORING AND BEST PRACTICE DISCUSSIONS
MANAGEMENT OF FEATURE REQUESTS AND SUPPORT CASES
SCHEDULED TECHNICAL SESSIONS WITH BIG DATA PRODUCTS (SOFTWARE) SUBJECT MATTER EXPERTS
ASSIGNED BIG DATA PRODUCTS (PENTAHO) ARCHITECT
INTERNAL VM REPLICATED CUSTOMER ENVIRONMENT FOR FASTER RESOLUTION
8/16/24/32
8/16/24/32
2/1*
24x7**
Unlimited
Assigned Architect + Portal
Severity 1: 1 Hour
Severity 2: 2 Business Hours
Severity 3 or 4: 4 Business Hours
Platform: 12
PDI: 8
Platform: Included
PDI: Included
20
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes***
Yes
8/16/24/32
4/8/16/24/32
2/1
24x7**
Unlimited
Portal Only
Severity 1: 1 Hour
Severity 2: 2 Business Hours
Severity 3 or 4: 4 Business Hours
Platform: 12
PDI: 8
Platform: 3
PDI: 1
20
Yes
Yes
No
No
No
No
No
No
No
No
8/16
4/8
1/1
8x5
Unlimited
Portal Only
Severity 1: 4 Business Hours
Severity 2: 1 Business Day
Severity 3 or 4: 2 Business Days
Platform: 8
PDI: 4
Platform: None
PDI: None
5
No
No
No
No
No
No
No
No
No
No

Notes:
* 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 Products (Pentaho) 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 Vantara'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-us/services/training-certification.html or any successor website address for an individual attendee. A private custom training course conducted by Hitachi Vantara (or its subcontractor) for you 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 Vantara to determine whether or not you have implemented the Big Data Products (Pentaho) software in its environment efficiently, whereby Hitachi Vantara will run a set of scripts against your environment. Following the running of such scripts, the results will be reviewed by Hitachi Vantara's architects and Hitachi Vantara will make suggestions to enable you to improve your implementation of the Big Data Products (Pentaho) software.

Types of Customer Success Packages Offered

Each package has a specific focus and common services set.

PENTAHO DATA INTEGRATION STANDARD
DATA INTEGRATION FOR BIG DATA
PENTAHO BUSINESS ANALYTICS STANDARD
PENTAHO EMBEDDED BUSINESS ANALYTICS
PENTAHO PLATFORM FOR DATA INTEGRATION AND BUSINESS ANALYTICS
PENTAHO EMBEDDED PLATFORM FOR DATA INTEGRATION AND BUSINESS ANALYTICS
PENTAHO ADVANCED VISUALIZATION
20
25
20
30
20
40
251
2

Notes:
 (1) Package only available as an add-on
(2) Extension to Analytics

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