Akamas Docs
3.4.0
3.4.0
  • Home
  • Getting started
    • Introduction
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    • Licensing
    • Deployment
      • Cloud Hosting
    • Security
    • Maintenance & Support (M&S) Services
      • Customer Support Services
      • Support levels for Customer Support Services
      • Support levels for software versions
      • Support levels with Akamas
  • Installing
    • Architecture
    • Docker compose installation
      • Prerequisites
        • Hardware Requirements
        • Software Requirements
        • Network requirements
      • Install Akamas dependencies
      • Install the Akamas Server
        • Online installation mode
          • Online installation behind a Proxy server
        • Offline installation mode
        • Changing UI Ports
        • Setup HTTPS configuration
      • Troubleshoot Docker installation issues
    • Kubernetes installation
      • Prerequisites
        • Cluster Requirements
        • Software Requirements
      • Install Akamas
        • Online Installation
        • Offline Installation - Private registry
      • Installing on OpenShift
      • Accessing Akamas
      • Useful commands
    • Install the CLI
      • Setup the CLI
      • Initialize the CLI
      • Change CLI configuration
      • Use a proxy server
    • Verify the installation
    • Installing the toolbox
    • Install the license
    • Manage anonymous data collection
    • Configure an external identity provider
      • Azure Active Directory
      • Google
  • Managing
    • Akamas logs
    • Audit logs
    • Upgrade Akamas
      • Docker compose
      • Kubernetes
    • Monitor the Akamas Server
    • Backup & Recover of the Akamas Server
  • Using
    • System
    • Telemetry
    • Workflow
    • Study
      • Offline Study
      • Live Study
        • Analyzing results of live optimization studies
      • Windowing
      • Parameters and constraints
  • Optimization Guides
    • Optimize application costs and resource efficiency
      • Kubernetes microservices
        • Optimizing cost of a Kubernetes microservice while preserving SLOs in production
        • Optimize cost of a Java microservice on Kubernetes while preserving SLOs in production
      • Application runtime
        • Optimizing a sample Java OpenJDK application
        • Optimizing cost of a Node.js application with performance tests
        • Optimizing cost of a Golang application with performance tests
        • Optimizing cost of a .NET application with performance tests
      • Applications running on cloud instances
        • Optimizing a sample application running on AWS
      • Spark applications
        • Optimizing a Spark application
    • Optimize application performance and reliability
      • Kubernetes microservices
        • Optimizing cost of a Kubernetes microservice while preserving SLOs in production
        • Optimizing cost of a Java microservice on Kubernetes while preserving SLOs in production
      • Applications running on cloud instances
      • Spark applications
  • Integrating
    • Integrating Telemetry Providers
      • CSV provider
        • Install CSV provider
        • Create CSV telemetry instances
      • Dynatrace provider
        • Install Dynatrace provider
        • Create Dynatrace telemetry instances
          • Import Key Requests
      • Prometheus provider
        • Install Prometheus provider
        • Create Prometheus telemetry instances
        • CloudWatch Exporter
        • OracleDB Exporter
      • Spark History Server provider
        • Install Spark History Server provider
        • Create Spark History Server telemetry instances
      • NeoLoadWeb provider
        • Install NeoLoadWeb telemetry provider
        • Create NeoLoadWeb telemetry instances
      • LoadRunner Professional provider
        • Install LoadRunner Professional provider
        • Create LoadRunner Professional telemetry instances
      • LoadRunner Enterprise provider
        • Install LoadRunner Enterprise provider
        • Create LoadRunner Enterprise telemetry instances
      • AWS provider
        • Install AWS provider
        • Create AWS telemetry instances
    • Integrating Configuration Management
    • Integrating Value Stream Delivery
    • Integrating Load Testing
      • Integrating NeoLoad
      • Integrating Load Runner Professional
      • Integrating LoadRunner Enterprise
  • Reference
    • Glossary
      • System
      • Component
      • Metric
      • Parameter
      • Component Type
      • Workflow
      • Telemetry Provider
      • Telemetry Instance
      • Optimization Pack
      • Goals & Constraints
      • KPI
      • Optimization Study
      • Workspace
      • Safety Policies
    • Construct templates
      • System template
      • Component template
      • Parameter template
      • Metric template
      • Component Types template
      • Telemetry Provider template
      • Telemetry Instance template
      • Workflows template
      • Study template
        • Goal & Constraints
        • Windowing policy
          • Trim windowing
          • Stability windowing
        • Parameter selection
        • Metric selection
        • Workload selection
        • KPIs
        • Steps
          • Baseline step
          • Bootstrap step
          • Preset step
          • Optimize step
        • Parameter rendering
        • Optimizer Options
    • Workflow Operators
      • General operator arguments
      • Executor Operator
      • FileConfigurator Operator
      • LinuxConfigurator Operator
      • WindowsExecutor Operator
      • WindowsFileConfigurator Operator
      • Sleep Operator
      • OracleExecutor Operator
      • OracleConfigurator Operator
      • SparkSSHSubmit Operator
      • SparkSubmit Operator
      • SparkLivy Operator
      • NeoLoadWeb Operator
      • LoadRunner Operator
      • LoadRunnerEnteprise Operator
    • Telemetry metric mapping
      • Dynatrace metrics mapping
      • Prometheus metrics mapping
      • NeoLoadWeb metrics mapping
      • Spark History Server metrics mapping
      • LoadRunner metrics mapping
    • Optimization Packs
      • Linux optimization pack
        • Amazon Linux
        • Amazon Linux 2
        • Amazon Linux 2022
        • CentOS 7
        • CentOS 8
        • RHEL 7
        • RHEL 8
        • Ubuntu 16.04
        • Ubuntu 18.04
        • Ubuntu 20.04
      • DotNet optimization pack
        • DotNet Core 3.1
      • Java OpenJDK optimization pack
        • Java OpenJDK 8
        • Java OpenJDK 11
        • Java OpenJDK 17
      • OpenJ9 optimization pack
        • IBM J9 VM 6
        • IBM J9 VM 8
        • Eclipse Open J9 11
      • Node JS optimization pack
        • Node JS 18
      • GO optimization pack
        • GO 1
      • Web Application optimization pack
        • Web Application
      • Docker optimization pack
        • Container
      • Kubernetes optimization pack
        • Kubernetes Pod
        • Kubernetes Container
        • Kubernetes Workload
        • Kubernetes Namespace
        • Kubernetes Cluster
      • WebSphere optimization pack
        • WebSphere 8.5
        • WebSphere Liberty ND
      • AWS optimization pack
        • EC2
        • Lambda
      • PostgreSQL optimization pack
        • PostgreSQL 11
        • PostgreSQL 12
      • Cassandra optimization pack
        • Cassandra
      • MySQL Database optimization pack
        • MySQL 8.0
      • Oracle Database optimization pack
        • Oracle Database 12c
        • Oracle Database 18c
        • Oracle Database 19c
        • RDS Oracle Database 11g
        • RDS Oracle Database 12c
      • MongoDB optimization pack
        • MongoDB 4
        • MongoDB 5
      • Elasticsearch optimization pack
        • Elasticsearch 6
      • Spark optimization pack
        • Spark Application 2.2.0
        • Spark Application 2.3.0
        • Spark Application 2.4.0
    • Command Line commands
      • Administration commands
      • User and Workspace management commands
      • Authentication commands
      • Resource management commands
      • Optimizer options commands
    • Release Notes
  • Knowledge Base
    • Setting up a Konakart environment for testing Akamas
    • Modeling a sample Java-based e-commerce application (Konakart)
    • Optimizing a web application
    • Optimizing a sample Java OpenJ9 application
    • Optimizing a sample Linux system
    • Optimizing a MongoDB server instance
    • Optimizing a Kubernetes application
    • Leveraging Ansible to automate AWS instance management
    • Guidelines for optimizing AWS EC2 instances
    • Optimizing an Oracle Database server instance
    • Optimizing an Oracle Database for an e-commerce service
    • Guidelines for optimizing Oracle RDS
    • Optimizing a MySQL server database running Sysbench
    • Optimizing a MySQL server database running OLTPBench
    • Optimizing a live full-stack deployment (K8s + JVM)
    • Setup Instana integration
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  • Severity levels
  • Support conditions

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  1. Getting started
  2. Maintenance & Support (M&S) Services

Support levels for Customer Support Services

Akamas Customer Support Services provides different standard levels of support. Please verify the level of support specified in the contract in place with your Company.

Severity levels

The following table describes the different severity levels for Customer Support.

Severity level
Description
Impact

S1

Blocking: production Customer system is severely impacted.

Notice: this severity level only applies to production environments

Catastrophic business impacts (e.g. complete loss of a core business process and work cannot reasonably continue (e.g. all final users are unable to access the Customer application)

S2

Critical: one major Akamas functionality is unavailable

Significant loss or degradation of the Akamas services (e.g. Akamas is down or Akamas is not generating recommendations)

S3

Severe: limitation in accessing one major Akamas functionality

Moderate business impact and moderate loss or degradation of services, but work can reasonably continue in an impaired manner (e.g. only some specific functions are not working properly)

S4

Informational: Any other request

Minimum business impact.

Substantially functioning with minor or no impediments of services.

Support conditions

The contract in place with the Customer specifies the level of support provided by Akamas Agents, according at least to the following items:

  • Maximum number of support seats: this is the maximum number of named users within the Customer organization who can request Akamas Customer Support.

  • Language(s): these are the languages that can be used for interacting with Akamas Support Agents - the default is English.

  • Channel(s): these are the different communication channels that can be used to interact with Akamas Agents - these may include one or more options among web ticketing, email, phone, and Slack channel.

  • Max Initial Response Time: this refers to the time interval occurring from the time a request is opened by Customer to Customer Support and the time a Support Agent responds with a first notification (acknowledgment).

  • Severity: this is the level of severity associated with a reported issue, which initially corresponds to the severity level originally indicated by the Customer. Notice that the severity level may change, for example as new information becomes available or if Support Agents and Customer agree to re-evaluate it. Please notice that the severity level may be downgraded by Support Agents if Customer is not able to provide adequate resources or responses to enable Akamas to continue with its resolution efforts.

  • Initial Remedy: this refers to any operation aimed at addressing a reported issue by restoring a minimal level of operations, even if it may cause some performance degradation of the Customer service or operations. A workaround is to be considered a valid Initial Remedy.

Please notice that Support Agents may refuse to serve a service request to Customer Support either in case Customer does not have a valid Maintenance & Support subscription or in case the above-mentioned conditions or other conditions stated in the contract in place are not met. In any case, the Customer is expected to provide all the information required by Support Agent in order to serve service requests Customer Support.

Last updated 1 year ago

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