Standard Web Analytics Pack Support
Standard support for the Web Analytics Pack incorporates cross-technology support for the KETL data migration platform, the Kinetic Networks high-performance web sessionizer, the Web Analytics data model, and the Web Analytics ETL program to provide seamless, knowledgeable assistance across the entire ETL process.
Features include:
One Named Support Contact [ 1 ]
Available 9 a.m. through 6 p.m. in the time zone of your choosing [ 2 ]
100 web or e-mail cases each year [ 3 ]
Access to the Kinetic Support download site for updates and patches
Access to the Kinetic Support knowledge base
Responses to new cases and updates within 1 business day
Access to Kinetic Support professionals for help problem solving, configuring and troubleshooting
Ability to add jobs, tables and columns to the Web Analytics application
Premium Web Analytics Pack Support
For companies with mission-critical or geographically-distributed web site data processing needs, Premium Support packages are also available.
Custom Web Analytics Pack Support In addition to traditional support packages, clients have the opportunity to leverage the affordability of Open Source with the customization options generally only available through traditional commercial products.
Custom Web Analytics Pack Support can include, but is not limited to:
Installation and Setup
Customization of the data model
A hosted Application Service Provider model
Local or remote application administration and monitoring
Business Intelligence tool integration and support
Calls and trouble tickets for changing business requirements such as new data sources and new report development
1. Named Support Contact
The goal of having Named Support Contacts is to improve case handling efficiency, continuance and methodology, ultimately to reduce the time-to-resolution. Kinetic Networks recognizes that circumstances may necessitate additional contacts from your organization. These additional contacts may be added for a modest fee.
2. Time Zone Availability
Availability is defined by the time zone chosen by the primary contact, with available time zones including Eastern, Central, Mountain, and Pacific with daylight savings time effects.
3. Additional Cases
Additional cases for standard Kinetic Support may be purchased for a modest fee.
