Success Package 2

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 two different Success Packages, Success 1 & 2 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 2. Our team is tasked with ensuring your success 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 and 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 2 is designed to meet the needs of Enterprise AutoRABIT customers in any deployment model: Shared SaaS, Dedicated SaaS or Self-Hosted. It provides the upgrade flexibility required by Dedicated SaaS or Self- Hosted customers, enhanced support response times and master classes to accelerate DevSecOps process maturity, product expertise and time-to-value.

• 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
• Assistance and mentoring with initial production releases or backups

• A named Technical Support Engineer who understands your business and forms part of the Customer Success Team.
• Ability to submit support requests through phone, email, or the AutoRABIT support portal.
• Access to the AutoRABIT Knowledge Base.
• Committed response times by Incident Severity Level:
  • Critical: 1 Hour
    Critical business impact resulting from service being inaccessible or down.
  • High: 2 Hours
    Significant business impact resulting from a major loss of product functionality or highly degraded performance.
  • Medium: 4 Hours
    Product functionality or performance is degraded but remains usable and/or a workaround is in place. The business impact is moderate.
  • Low: 1 Business Day
    Product usage question or low business impact where product functionality or performance is degraded but remains usable.
• Flexible upgrade schedule for Dedicated SaaS and Self-Hosted AutoRABIT customers.
• Extended software updates and support for product versions designated as LTS for up to 12 months (365 days) from their official release date. LTS stands for Long Term Support Version and AutoRABIT designates a release as LTS approximately every 6 months.

• Monthly Office Hours with your Technical Account Manager (TAM) (Up to 2 hours per month).
• Monthly Training (Up to 2 hours per month).
• Master Class Workshop on process, tooling, and best practices (up to 4 per year).
• AutoRABIT Academy access for all users and access for customers to develop and host their own course material on the AutoRABIT LMS.

• The DevSecOps Maturity Assessment (up to a business day) helps the customer to establish their overall process maturity and develop a success road map for the subsequent quarter.
• Product Reviews provide an opportunity to become a strategic advisor to AutoRABIT, provide input into future road maps, and participate in design and development cycles.
• Quarterly Performance Reviews provide a platform to review the last quarter successes, operational needs, and additional partnership opportunities.

SaaS

Public Cloud

Private Cloud

On-Premises