Aety currently works with more than 100 large public and private organisations. Our customers’ Atlassian platform is often extremely business-critical and evolves over time.
| Aety best effort | Aety standard | Aety premium | |
|---|---|---|---|
| Deployment | Cloud/on-premise | Cloud/on-premise | Cloud/on-premise |
| Dansk local support | Standard monday-friday 08:00 – 16:00 CET | Standard monday-friday 08:00 – 16:00 CET | 24/7/365 |
| Ongoing support | Calculated after usage | Billed according to usage, but can also be configured to include a number of hours each month | Billed according to usage, but can also be configured to include a number of hours each month |
| Contact | ServiceDesk, e-mail, phone 3 of the customer's designated contact persons are created | ServiceDesk, e-mail, phone 3 of the customer's designated contact persons are created | ServiceDesk, e-mail, phone 3 of the customer's designated contact persons are created |
| Service target - time to response 1. Production application down (server not responding) 2. Serious degradation (no data in project, impossible to login) 3. Moderate impact (non-critical functionalities not working, eg. plugin or specific workflow) | 1. Best effort 2. Best effort 3. Best effort | 1. 2 hours 2. 5 hours 3. 2 working days | 1. 1 hour 2. 2 hours 3. 1 working day |
| CVE coverage (proactive advice for identified vulnerabilities) | Included | Included | Included |
| Upgrade | Roadmap is agreed separately | Roadmap is agreed separately | Roadmap is agreed separately |
| Proactive application advice | - | 4 times a year - Sending written information about new functionality - Presentation of new functionality | 4 times a year - Sending written information about new functionality - Presentation of new functionality |
| Aety license administration | Included | Included | Included |
| Price, application support | Contact us to hear more | Contact us to hear more | Contact us to hear more |
| Additional purchase options | |||
| Backup as a Service (only relevant for cloud customers) | In addition to Atlassian's standard backup, aety can offer individual backups of entire installations or parts of the platform. As a customer, you get access to a back-end where back-up can be managed and initiated. This solution is delivered in collaboration with our partner HYCU | ||
| Atlassian managed application | Aety is happy to operate both application and infrastructure from our EU-based servers at AWS, or local Danish data center | ||
| Technical Account Management (TAM) | Aety offers our larger customers a dedicated technical account manager - 8 hours/week focused on the strategic use of the platform - Quarterly on-site review - Proactive risk assessment - Planning and consulting on new solutions - Insight into current product roadmaps - Dedicated Danish-speaking consultant |
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Of course, we also support platforms other than Atlassian, Jira and Confluence. Contact us if you are interested in monday.com, Freshworks, Miro or other support services.
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