Aety currently works with more than 100 large public and private organizations. Our customers’ Atlassian platform is often extremely business-critical and evolves over time.
Aety offers application support for monday.com with guaranteed service targets for quick and competent responses to support cases and consulting as needed.
Aety offers local, Danish-language support with specialized knowledge of monday.com’s various solutions and products. Our onboarding ensures an in-depth knowledge of the individual customer.
The services below are our standard services, which can be adapted to the customer’s specific needs.
| Aety best effort | Aety standard | Aety premium | |
|---|---|---|---|
| Deployment | Cloud/on-premise | Cloud/on-premise | Cloud/on-premise |
| Danish 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 | Calculated according to usage, but can also be configured to include a number of hours each month | Calculated 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 |
| Servicemål – 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 |
| Health check | – | 1 time per year Review of the customer’s platform | 2 times per year Review of the customer’s platform |
| Aety license administration | Included | Included | Included |
| Price, applikationssupport | Contact us to hear more | Contact us to hear more | Contact us to hear more |
| Additional purchase options | |||
| Backup as a Service | In addition to monday.com’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. | ||
| 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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