EasyLake Support

Service DescriptionNightly ProcessesOperational DetailsSLA AgreementsTicket TrackingChanges to Warehouses in supportContacts

Service Description

This SLA governs the support and maintenance of EasyLake data warehousing project hosted on Azure Fabric. The project involves nightly processes to import, process, and store transactional data in various stages of the data lifecycle.

Nightly Processes

  • [Itemize processes that will be managed under service]

Operational Details

  • [Itemize timing of the listed processes]
  • In case of errors during processing, automated notifications will be sent to the support Slack channel, and tickets will be generated in Warecorp's Odoo system for tracking and resolution.

SLA Agreements

  1. Response Time
    1. Any failures in the nightly pipelines must be addressed and resolved before the next scheduled run to ensure data integrity and continuity of operations.
  3. Change Management
    1. Any proposed schema changes require a minimum 7-day notice to allow for proper assessment, planning, and implementation to avoid disruptions.
  5. Performance Review
    1. A monthly 30-minute review meeting will be conducted to evaluate system performance, billing accuracy, data quality, and alignment with business requirements.
  7. Service Requests
    1. All service requests related to the data warehousing project should be directed to easylake-support@warecorp.com for efficient handling and tracking.

Ticket Tracking

  • Support tickets generated in Warecorp's Odoo system will be automatically assigned to the next available engineer for prompt resolution. The response time for each ticket will be tracked to ensure timely assistance.
  • Progress on issue resolution can be monitored through Warecorp's customer portal, providing transparency and real-time updates on the status of support tickets.

Changes to Warehouses in support

  • Product Enhancements:  Warecorp will periodically make product updates and upgrades at their discretion.  These upgrades will be made available to customers as appropriate.  Should there be a breaking change due to a product enhancement, reasonable notification will be given to ensure resolution of possible issues.
  • Customer-requested Enhancements:  In most cases, Warecorp will try to fit product enhancements into the standard price list.  Should the enhancement not fit cleanly into that model, a formal estimate will be provided.  Upon completion, the enhancement will be added to the support contract.

Contacts

  • In case of urgent issues or escalations, the primary and secondary contacts for the project are as follows:
    • Primary Contact: [Primary Support Contact Listed Here]
    • Secondary Contact: [Secondary Support Contact Listed Here]