English
Français
Deutsch
日本語The Managed Services add-on to an Aras Standard Subscription provides the managed services and support needed to install, operate and maintain a highly available deployment of the Aras Innovator enterprise applications. Together with the Aras Standard Subscription, Managed Services provides companies with the resources and technical expertise necessary to assure quality and reliability for the production environment today and into the future.
| Infrastructure | Dedicated environments on the Customer’s Azure cloud – single set of Build, SIT, UAT, Staging and Production Standard sizing based on user-tier |
| Operations | Provisioning, Deployment & Maintenance of Cloud Infrastructure & Aras Applications |
| Continuous Integration & Delivery | Requires Aras DevOps for a streamlined Continuous Integration/Continuous Delivery (CI/CD) set up (sold separately) |
| Production Uptime guarantee | 99.9% |
| Online Support | 7 x 24 |
| Designated Support Contacts | 10 (ten) – Will be assigned FTP and myInnovator.com support portal logins |
| Live Hotline / Email Support | Unlimited Incidents |
| Response Times | 1 Business Day: Severity 3 – Normal. Moderate to Low business impact. Refers to everyday faults and general service requests.
6 hours: Severity 2 – Urgent. Moderate to high business impact that applies to a smaller number of users or a degradation rather than complete loss of service. 2 hours: Severity 1 – Critical. High business impact, serious internal end user impact or serious external customer impact. |
| Business Hours | 8 a.m. – 6 p.m. (Eastern US timezone) Mon – Fri Excluding Holidays |
| Critical Bug Fixes | Unlimited |
| Custom Releases (hot fixes / patches) |
Unlimited as required |
| Service Packs | Subscriber-Only Service Packs are released approximately every 4-6 weeks Notification is emailed to the Designated Support Contacts |
| Upgrade Services | Included for all major and minor releases, regardless of customization level Upgrade on your own schedule. We recommend at least 1/year |
| Training | Unlimited attendance at scheduled classes Availability on a first-come, first-served basis Register for classes |
| Subscriber Only Software | CAD Integrations Active Directory Integration Replicated Vault Service Batch Loader Utility And other tools, utilities and solutions that may be released from time to time as Subscriber Only |
Available Enhanced Subscription Services options include:
- Additional designated support contacts
- Instant messaging access to support personnel
- Multi-instance coverage for enterprise wide deployments
- Live support coverage in most international time zones and languages including Chinese, Korean, Japanese, German, French, Spanish, Hebrew, and Russian.
Contact an Aras Representative for Pricing and Availability.