From: Nilesh Chandode
Date: Tuesday, 14 February 2023 at 17:49
To: Bertina, Angelica , james.bearman@wolterskluwer.com , Ballabio, Dario , Michael Peters
Cc: Scott Chin
Subject: Tagetik SLAs and support model meeting minutes
Hi All,
Thanks for attending today’s meeting to discuss on Tagetik SLAs based on the support model Accelerant is on.
Here are meeting minutes and actions.
1. Accelerant is on the Standard Support agreement. This covers support from Tagetik during CET 9am to 6pm hrs.
2. Tagetik monitoring of 24x7x365 is in place and they will inform Accelerant if case of an outage or major issue.
Tagetik will work on resolving the issue regardless of the support model.
3. Tagetik are offering two extended support models
- Supporting 24x5 so that issues can be handed over from one time zone to another Monday to Friday.
- Reduced SLAs where support cases get acknowledged quicker than the Standard support model.
- Reduced SLAs in Service hrs: (Blocker – 2 hrs. Major – 4 hrs. Minor – 16 hrs.)
- Standard SLAs in Service hrs: (Blocker – 4 hrs. Major – 8 hrs. Minor – 16 hrs)
4. Service hrs means within 9am to 6pm in your time zone. For Accelerant, its CET.
e.g. if we raise a Blocker ticket on Tagetik Salesforce portal it will be acknowledged within 4 hrs. of Service hrs.
If we pass by 6pm CET of these 4 hrs it will be next day until 4 hrs period gets over to Acknowledge / Triage the ticket by Tagetik.
5. Accelerant is on the Enterprise on premise version of Tagetik. Accelerant need to raise a request with Tagetik to get upgraded on cloud platform.
6. Accelerant can raise support cases on Tagetik support portal 24x7 regardless of the support model.
7. James - Partner channel manager for Europe. Direct contact for Tagetik for escalations from Accelerant.
Dario - Special projects Support Manager.
Angelica - First of contact before Accelerant speak with James.
Actions -
1. Tagetik are developing data processing alerts which customers can use going forward, e.g., Slow running processes. Dario to provide an ETA for availability of this new functionality.
2. James to send costs for both the extended support models (As mentioned in point 3 above) to Mike and Nilesh.
3. Tagetik to give access to version info portal to Mike and Nilesh – Angelica
4. Need to setup regular catchup between Accelerant, Tagetik & Vantage Point in terms of open issues, long term improvements status from Tagetik side. – Angelica
5. When we go live in USA, we might have a new Customer success manager for that region. Angelica will check.