Solution Support
This is a deep dive into what is meant by solution support, why we need it, how to get it and how it works.
You will find the slide deck covers a whole range of topics with regard to solution support. It is targeted to a broad audience of verticals leadership teams, Customer Success, Sales and Project Managers.
In the course you will learn:
- Why solution support is needed.
- What does solution support cover in terms of components of a solution, with a case study.
- The scope and the pre-requisites for a solution support agreement.
- The main differences between a Saas SLA and Solution support SLA
- The process of getting a solution support agreement
- How is solution support priced
- What is offered under Solution Support
- What is supported and what is not supported under a solutions agreement ( Focus: Extractors and Visualisation technologies)
- Onboarding of Cognite solution support
- Minimum requirements for a solutions to qualify for Support
- Internal processes and teams: Bug escalations, change requests.
- Useful Resources
PLEASE NOTE: The slide deck and video were created and presented in March 2022. Here at Cognite we constantly improve on our offerings and evolve our process to meet the changing needs of the industry. Therefore you might find that some of the material in here may no longer be relevant at the time you take this course. We encourage you to go to the useful resources (last slide) on this slide deck for the latest information and to further your understanding.
Enjoy!
Presenter
Pooja Kumar
Service Manager, Solution Enablement team (Managed Services), Customer & Partner Enablement