Services

Implementing agile high performance architectures

Software isn't enough to build and deploy the SOA solution you need. Get supported and advised through our partners and our methodology. Get trained (see also our training partners) and gain the level of independance that will really leverage your investment in your SOA architecture.

Customer support

Customer support is the domain of Xcalia Global Services. The organization’s mission is to ensure the complete satisfaction of every client in every project phase. Therefore, Xcalia provides the following standard levels of support, as described in the Xcalia Software Licensing Agreement (SLA):

Call Center -- Monday through Friday, from 9:00 AM to 6:00 PM CET
Online Support -- 24 x 7 access to the Xcalia customer web site, where clients can find detailed information and register issues with support engineers, who will open cases and commit to response timeframes (based on the situation, and the terms of the SLA)

Xcalia’s customer support policy spans the development, acceptance, and in-production phases as described in the SLA. Xcalia is committed to finding timely and effective solutions to deployment and in-production challenges as soon as possible, and to the ultimate satisfaction of our customers. Below is a summary of case levels, contexts, timeframes and actions:

Case Severity Level*	Context	Turnaround Time	Xcalia Responsibilities
Inquiry	Simple question	12 hours
Minor	Non-blocking case; client has a workaround	8 hours	• Fix bug • Include fix in next build
Major	Non-blocking case; client has a workaround	4 hours	• Fix bug • Include fix in next build
Blocker	Issue affects applications being deployed or already in production	Immediate	• Fix bug • Include fix in next build • Provide temporary workaround if one can be identified • Escalate to sales executive and support management if no solution identified after 2 hours

*: The severity level of the case is initially determined by the client. Xcalia reserves the right to escalate or reduce the severity level depending of the nature of the case.

Note that support for a particular version of a product is provided no longer than 12 months after the next major release of that product.

Xcalia is a major SOA vendor addressing enterprise IT and business requirements regarding business oriented enterprise data access,