Support Services
Expert support and guidance to keep your automation reliable, resilient and delivering business value.
Automation should make IT operations faster, more consistent and easier to manage. But when runbooks, integrations or automation platforms stop performing as expected, teams need fast access to people who understand both the software and the real-world automation environment around it.
Kelverion Support Services provide a structured set of support options for automation customers using Kelverion products, Microsoft Azure Automation and Microsoft System Center Orchestrator. From standard product support through to diagnostic guidance and flexible runbook consultancy, Kelverion helps organisations protect the value of their automation investment and resolve operational issues with confidence.
What Are Kelverion Support Services?
Kelverion Support Services are three complementary support offerings that help automation customers get the right level of assistance for their needs: Software Support, Extended Support and Runbook Support.
Software Support
Kelverion Software Support is included for customers with an active subscription or software maintenance agreement. It covers standard support activities for Kelverion products, including installation, connectivity and usage issues, and provides access to product updates where available.
This support is ideal for customers who need assistance with the Kelverion product itself and want to stay current with supported product versions and updates.
Extended Support
Extended Support goes beyond standard product support by helping customers diagnose issues that occur when Kelverion products are used inside runbooks and Microsoft automation platforms. It provides expert guidance to help identify the likely cause of a failure, including potential runbook design issues, and advice on the steps required to resolve it.
The service provides four support credits over 12 months, with each credit offering up to four hours of assistance from the Kelverion Professional Services Team. Support is delivered remotely by phone, email or web conference.
Runbook Support
Runbook Support is a flexible call-off support and guidance service for organisations that need practical assistance with deployed automation. It can be used for runbook support issues, implementation guidance, solution design and architecture, performance improvement or platform reliability investigation.
The standard service provides 24 hours of call-off support per quarter, delivered remotely by phone, email or web conference. Engagements are booked in minimum one-hour sessions, and customers receive a report after each engagement documenting the work completed and hours used.
Benefits For Automation Customers
- Protect Automation Uptime Get help diagnosing product, runbook and platform issues before they create wider operational disruption
- Access Proven Automation Expertise Work with specialists who have implemented and tuned complex Azure Automation and Orchestrator environments
- Resolve Issues Faster Reduce the time spent investigating failures by engaging people who understand automation design, integrations and operational dependencies
- Improve Runbook Reliability Identify design, configuration or performance factors that may be affecting runbook execution
- Support Internal Teams Give IT operations and automation teams expert backup when specialist knowledge is needed
- Choose the Right Level of Support Select standard product support, diagnostic guidance or regular call-off consultancy depending on your operational requirements
Key Capabilities
- Support for Kelverion product installation, connectivity and usage issues
- Access to Kelverion product updates for eligible customers
- Diagnostic guidance for runbooks using Kelverion integration products
- Advice on automation tool errors during runbook execution
- Runbook design and performance guidance
- Support for Azure Automation and System Center Orchestrator environments
- Flexible remote delivery by phone, email or web conference
- Quarterly call-off support for customers needing regular expert assistance
- Post-engagement reporting for Runbook Support activity and hours used
- Custom support options for organisations with specific requirements
Which Support Service Is Right For You?
| Support Need | Recommended Service |
|---|---|
| You need help with Kelverion product installation, connectivity, usage or updates | Software Support |
| Your runbooks use Kelverion products and you need diagnostic guidance on failures or automation tool errors | Extended Support |
| You need regular access to automation experts for runbook issues, implementation guidance, design or architecture | Runbook Support |