Advanced Technical Services

Premium Support

Aviatrix Premium Support Services (ACS) provides designated engineers to perform day 2 support activities for Aviatrix secure cloud infrastructure with 24×7 availability. The premium support engineer will have detailed knowledge of your network to accelerate diagnostics and minimize downtime. The premium support engineer will assist in the activities described in the scope below.

High-Level Scope

• Diagnostics and root cause analysis of issues with Aviatrix secure cloud networking
• Planning and assistance with Aviatrix software upgrades
• Assistance during planned maintenance windows, such as applying patches for vulnerabilities to remediate issues during upgrades or new service provisioning
• Additional support for
  • Managing incidents per Software Support Services
  • Replication of complex issues in-house to assist with diagnostics and issue resolution in collaboration with engineering
  • Review of cases, open escalations with engineering, and feature enhancement requests

Incident Support

• 24×7 support with designated engineers available globally.

Service Levels

• Premium Support is provided on a 24×7 basis and is only available during an active Software Subscription Term
• Incidents, as specified in the Services Description for Software Support Services

Embedded Engineer

Aviatrix Advanced Technical Services provide a range of services from standard configuration and implementation to fully managed operations. Embedded Engineer (EE) in a staff augmentation role supplements your technical staff to provide advanced Management of your network environment with a designated engineer who performs both requested and recommended actions by us related to your use of Aviatrix secure cloud networking software. This includes Incident management, change management, operational health checks, and recommendations on best practices. When performing in a staff augmentation capacity, EE requires full write access to your Controller(s) and Cloud Provider infrastructure to implement changes and resolve trouble tickets.

Capitalized terms used here can be found in the Customer Terms of Use or referenced Service Description.

High-Level Scope

Analyze network configurations and architecture to ensure alignment with current network best practices. Assess the current network performance, recommend improvements to meet specific operational needs, and maintain optimal network configuration.

• Implement approved change management and provisioning requests for new workloads/services
• Provide periodic and proactive (notification-based) health checks to ensure that your network is operating at peak performance and efficiency, and recommend and implement corrective actions
• Provide recommendations and implement corrective actions based on the outcome of health checks
• Schedule maintenance windows to ensure the Software is at the current version
• Manage Incidents per Software Support Services
• Ensure the network is compliant with security patches, software versions, etc.
• Use infrastructure as code (Terraform) best practices to build network automation, including a sandbox environment for testing and training
• Schedule periodic calls or share regular updates about work in progress and outstanding issues
• Schedule quarterly business reviews
• Provide informal technical and product workshops to train operation teams
• Maintain a comprehensive and accurate description of the entire network
• Test new Aviatrix Software features and functionality as well as validate new releases
  • Accelerates deployment and availability of new services and applications
  • Accelerates restoration time and minimizes downtime

Incident Support

During the applicable 5×8 business hours, the EE coordinates with the Software Support Services team for any Incident that the EE cannot resolve directly by implementing a known fix. You correspond directly with Software Support Services for Incidents that occur after hours.

Service Levels

• EE is provided on a 5×8 basis and is only available during an active Software Subscription Term
• Incidents: as specified in the Services Description for Software Support Services
• Change Management: Priority as agreed between you and the EE

Managed Service

Managed Services (MS), an ACS offering, offers advanced management of your network environment through designated engineers who perform requested and required actions related to using Aviatrix secure cloud networking software. This includes Incident management, change management, operational health checks, and recommendations on best practices but does not include 7×24 network operations center monitoring. MS requires full write access to your Controller(s) and Cloud Provider to implement changes and resolve trouble tickets.

Capitalized terms used here can be found in the Customer Terms of Use or referenced Service Description.

High-Level Scope

• This scope applies to Aviatrix Software. We may assist with diagnosing other conditions that could impact the performance of the Software but cannot be managed directly by MS
• Analyze network configurations and architecture to ensure alignment with current network design and best practices
• Assess current network performance, recommend improvements to meet specific operational needs, and maintain optimal network configuration
• Implement approved change management and provisioning requests for new workloads/services
• Provide periodic and proactive (notification-based) health checks to ensure that your network is operating at peak performance and efficiency, recommend and implement corrective actions
• Schedule maintenance windows to ensure the Software is at the current version
• Use infrastructure as code (Terraform) best practices to build network automation, including a sandbox environment for testing and training
• Test new Software features and functionality to validate new releases that:
  • Accelerates deployment and availability of new services and applications
  • Accelerates restoration time and minimizes downtime
•  Manage Incidents in accordance with Software Support Services
• Schedule periodic calls and/or share regular updates about work in progress and outstanding issues.Schedule quarterly business reviews
• Provide informal technical and product workshops to train operation teams
• Maintain a comprehensive and accurate description of your network

Incident Support

Managed Service coordinates with Software Support Services for any incident it cannot resolve directly by implementing a known fix. Incidents are supported through MS access to your Controller(s) and not by Software Support
Services directly unless you authorize direct access on a case-by-case basis.

Change Management

Managed Service supports three categories of change management:

• Required Software updates to stay at the current version release;
• Software configuration or other changes that we recommend for implementation and you approve through a change management ticket request; and
• Software configuration, feature deployment, or other changes you request through a change management ticket are subject to our review and approval for feasibility and best practice implementation.

Service Levels

• Managed Service is provided on a 7x24x365 basis and is only available during an active Software Subscription Term
• Incidents: specified in the Services Description for Software Support Services
• Change Management: initial response within 24 hours of change management ticket request
• Proactive notification: see Aviatrix Documentation.