The service is monitored 24x7x365 and TriActive® has a 99.99% service uptime SLA. All datacenter hardware and software maintenance (backups, upgrades, and support) are the responsibility of TriActive. Scheduled datacenter maintenance [date and time] is displayed in the bulletin the week of the window and displayed in the portal [banner] 24 hours before the window. Following the maintenance window updates are applied to the MicroAgents. Delegates are monitored daily for quality assurance purposes. TriActive will notify you monthly of systems missing over 30 days and of failed discovery and deployment settings.

By default the delegate designation is assigned to machines that is always online, and auto-discovery/deploy is set to once a month. The customer can lock machines (see KB_122) they do not want a MicroAgent installed on.

TriActive maintains a central software catalog; currently over 600,000 titles with over 2,000 new titles each week. A customer can request certain titles be categorized. TriActive maintains several Communities that contain a library of resources (custom reports, scripts, software packages, custom settings) available to customers. When TriActive (or customers) develop a useful report or configuration, it can be posted to the Community for everyone to use or modify to fit their needs. TriActive periodically updates anonymous statistics in the Community to help customers see how they compare to the community.

Tech Support Hours

M-F 9AM-5PM CST (Excluding holidays).

Tickets can be submitted 24 hours a day, but are worked during Tech Support hours (view SLA).

Tech Support

Unless otherwise specified, standard tech support is included free with your service. We ask that you complete Free Friday Training prior to obtaining tech support. You can request tech support (Open Tech Support Ticket) via the Support Center or e-mail. NOTE: Priority is given to tickets submitted via the Support Center.

Over 70% of support tickets are resolved within 1 hour. The average Tech Support rating is 4.5 out of a range of 1 to 5.

Training

Web-hosted training is open to all specialists, repeat as often as desired (View Schedule). Self-paced, eLearning resources include Knowledge Base Articles, How-To Videos, Online Documentation, Release Notes, and Training Guides designed to assist specialists understanding the product.

Personalized Web-Training Session - $1000/2hr session, limit 20 attendees.

Professional Services

Application Software Packaging is available for $2000 per software application.

Data Export (Full Database)

Customers can export data in reports at any time using CSV, PDF, or Excel format. If a full data extract is desired, TriActive will provide a full extract once a year upon request. The data extract will be provided at no charge. The export will be posted to an FTP site and appropriate credentials will be provided the customer to download the data. If additional exports are desired during the course of the year, a charge of $500 will be charged for the service.