Service Tiers

At Ekata, we pride ourselves in building enduring customer relationships and delivering high levels of service.  To make sure we are supporting your business needs, we have designed multiple service packages for you to consider, and to align to your business needs and goals.

 

Services Basic Monitor Essential Advise Enterprise Complete

Support

Support ticket SLA 16 business hours 8 business hours 4 business hours
System outage notifications X X X
24/7 escalation X

Proactive Monitoring

Usage Trend Monitoring X X X
Latency Monitoring X
QPS Monitoring X
Error Monitoring X X X
Duplicate Alert X X X

Account Management

Account Manager X X
Onboarding / Integration QA X X
Solution Reviews X X
Product roadmap X X
Customized Pro Insight training X X
Queries per second (QPS) cap 16 32 256

Security

Security package – standard X X X
Security package – customized X
Annual audit* N/A Remote On-site
SSO X X
IP whitelisting X X

Percent of Your Invoice 8% 12% 15%*

*scales down as invoices grow

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