Gluent as a Service
Let Gluent Manage It for You
Your Environment, Our Expertise
At Gluent, we know our customers time is valuable. Given our value proposition is that we accelerate our customers Journey to Cloud, without rewriting a line of code, it is understandable that our customers would like to start exploring their new capabilities in earnest and have Gluent Data Platform managed by us! Luckily, we love to feel needed and have created Gluent as a Service (GLaaS) to fulfill that need. With GLaaS, you never have to worry about your Gluent Data Platform’s care and feeding. Patching, monitoring, HA/DR adherence, we ensure that everything is running smoothly and efficiently.
Description of Project, Scope, and Responsibilities
Description and Scope of Gluent’s Services
Gluent will provide support for the Gluent Data Platform environment for Client as described below. As all Services will be provided remotely, Client will provide Gluent VPN access to Client’s servers. The following activities are in scope of the GLaaS Services provided under this SOW (as described below in more detail):
- 24 x 7 x 365 Support
- Gluent Data Platform Monitoring
- Gluent Data Platform Health Checks
- OS and VM sizing support of Gluent Nodes
- Gluent Data Platform Patching (Up to 2 per year)
- General Gluent Data Platform Cluster administration tasks
- Troubleshooting / Problem Resolution
The following table lists the typical tasks that may be performed by Gluent on a regular basis.
Gluent Data Platform administration and problem troubleshooting
Manage Gluent Data Platform modifications and growth
Grant access to Gluent Data Platform / BDA environment
Review system resources
Create service requests for Oracle, Cloudera, Google, Azure, AWS in context to Gluent Data Platform support
Gluent Data Platform monitoring
Apply one-off Oracle and/or Cloudera bug fix and security patches
Gluent will send any agreed reports weekly. The reports will identify the tasks completed, future recommendations, and enhancements completed or recommended.
GLaaS Contact Procedures
During Normal Business Hours
Gluent will assign primary and secondary contacts for Client to contact in the event that there is an issue during normal business hours. Client will reach the GLaaS Consultant either via phone or email, depending on the criticality of the issue. Client can also utilize Gluent’s ticketing system via email.
For severity 1 issues, Gluent recommends Client to reach their primary contact by phone as follows.