Success Package 1

The AutoRABIT Success Packages are designed to make life easier for your organization through continuous engagement with AutoRABIT Customer Success. Experts across your subscription to accelerate value, adoption, and DevSecOps maturity.

AutoRABIT offers three different packages, Support Package, Success Package I & II that are designed to meet different organization needs and sizes.

Customers subscribe to AutoRABIT Success Packages on an annual basis, with multi-year packages available.

Your Success Team will consist of a Customer Success Manager, and a Technical Account Manager. Premium support is included with Success Package II. The team tasked with ensuring the success of the customer over the subscription period through continuous engagement, assessment, and training.

1. Customer onboarding accelerates your adoption and implementation maturity of AutoRABIT solutions, during the first 60 days of the customer’s AutoRABIT subscription.
2. Technical customer support provides you with 24 hour, 7 days a week access to AutoRABIT’s Support & Knowledge Base.
3. Ongoing product training provides you with tailored instructor-led training sessions every quarter during your Success Package subscription, and on-going access to the AutoRABIT Academy digital courses.
4. Performance reviews provide an opportunity to set joint goals, review the joint success plan, assess current DevSecOps process maturity, look at product adoption rates, and identify opportunities to further partner for success.

Success Package 1 is designed to meet the needs of smaller AutoRABIT Multi-Tenant SaaS customers. It does not provide the upgrade flexibility required by dedicated SaaS or Self-Hosted customers, or enhanced support response times and master classes available in Success Package II.

• A Customer Success expert will provide up to 2 weeks of support and training to accelerate customer adoption during the first 60 days of a customer’s AutoRABIT subscription
• Best Practice & Process Design
• Quick Start User Training
• Guided System Configuration
• Guided Production Setup
• Guided AutoRABIT Certified Integrations Implementation

• Ability to submit support requests by phone, email or the AutoRABIT support portal
• Access to the AutoRABIT Knowledge base
• Committed response times by Incident Severity Level:
  • Critical: 2 Hour
    Critical business impact resulting from service being inaccessible or down.
  • High: 4 Hours
    Significant business impact resulting from a major loss of product functionality or highly degraded performance.
  • Medium: 1 Business Day
    Product functionality or performance is degraded but remains useable and/or a workaround is in place. The business impact is moderate
  • Low: 2 Business Days
    Product usage question or low business impact where product functionality or performance is degraded but remains usable.
• For customers on Dedicated or Self-Hosted customers AutoRABIT will provide patches for the two previous major releases prior to the current production version. AutoRABIT delivers 2-3 major releasesevery 90 business days.

• Product Training Sessions per quarter (up to 4 hours).
• AutoRABIT Academy access for all users.

• The DevSecOps Maturity Assessment helps the customer to establish their overall process maturity and develop a continuous improvement roadmap for the subsequent quarter.
• Scheduled Performance Review to provide a platform to review successes, operational needs, and additional partnership opportunities.

SaaS

Public Cloud

Private Cloud

On-Premises