The below items are covered by Rego within your contract to provide support for Clarity on AWS. Requests for assistance outside of this scope may be referred to our Rego consulting team.
Request types that are covered:
Manage VPN Accounts
Includes the setup of up to 5 accounts into your DEV environment.
Manage SFTP Accounts
Refresh Lower Environments
Refresh from PROD to lower environments
Restore from Backup
Upgrades
Monitoring that is covered:
Infrastructure and System Performance monitoring
Product defects that are covered:
Investigating perceived defects
Investigation of defects related to the out of the box Clarity application
Escalating Produce Defects to Broadcom
Creating and handling Broadcom tickets on your behalf for Clarity Defects that will need a patch fix or to be fixed in a future release
Implementing fixes for defects
Fixes include but aren’t limited to configuration, patches, and upgrades
Environment incidents that are covered:
Issues with Out of the Box functions that are not working
Infrastructure issues
Investigation of issues with the interactions of your Clarity Instance and AWS
Implement solutions or enter Enhancement requests
SSO Investigation
Please keep in mind that custom items or out of the box items that have been modified will not be covered by your SaaS contract. For these items, please escalate to your Clarity Admin or the team responsible for your Managed Support.