Confluence SLA support
Semanta offers 2 types of SLA (service level agreement) to secure the operation of Atlassian Confluence for its customers:
- Standard SLA: the standard package is suitable for all customers where the knowledge base is not a critical system
- Extended SLA: the extended package is used by our customers whose business is critically dependent on the operation of Confluence (mainly call centers and companies who use Confluence for communication with their distribution channels)
You can see a detailed overview of services being offered in the following table:
| Service | Standard | Extended | Description |
| Incident management |  | | |
| A-level incident | next business day | 4 hours | Critical incident: system not operational |
| B-level incident | 2 business days | next buiness day | Crucial incident but workaround exists to retain productivity |
| C-level incident | 5 business days | 3 business days | Minor incident with very limited productivity impact |
| 2nd line help-desk | | | On-line issue tracking system for registered customers |
| Operation | | | |
| Administration | | | User management and permissions |
| Monitoring | | | Automatic monitoring of system availability and functionality + automatic incident generation |
| Prophylaxis | Yearly | Quarterly | Obsolete content removal, purges of old logs |
| Backup configuration | | | Automatic backup of Confluence content including pages, comments and attachments |
| Backup recovery check | Quarterly | Monthly | Backup recovery and consistency check |
| Security audit | Yearly | Quarterly | Insecure plugins checks, user permissions verification, securing web access |
| Software upgrades |  | | |
| Confluence upgrades | only notification | | Upgrading Confluence including necessary problem shooting. Testing. |
| Plugins compatibility | only notification | | Upgrading Confluence plugins including testing and plugin compatibility checks (development not included) |
| What's new workshop | | Quarterly | Two-hours survey about new features and uses of Confluence |
Pricing
| Number of users | Standard | Extended | |
| 0-10 users | 5 000,- CZK/mo | 10 000,- CZK/mo | |
| 11-25 users | 10 000,- CZK/mo | 15 000,- CZK/mo | |
| 26-50 users | 15 000,- CZK/mo | 25 000,- CZK/mo | |
| 51-100 users | 25 000,- CZK/mo | 40 000,- CZK/mo | |
| 100+ users | Individual price | Individual price |
Pricing criteria for 100+ users
* Number of reading and contributing users:
with a higher portion of contributing users the price grows.
* Clustered v. normal Confluence:
when Confluence is deployed on a clustered server the price grows accordingly to the amount of clustered servers
* Cold stand-by regimes:
when any type of stand-by instance is required, the price would be higher
Explanation of used terms
| Reading user | a user who has permissions only to read, download and comment content in Confluence. (S)he cannot create nor edit pages and attachments. |
| Contributing user | a user who has more permissions than reading and commenting. This includes users who can create and edit pages and users who can upload attachments. |
| Clustered Confluence | a Confluence installation on more than one server |
| Cold stand-by regime | basically a reserve Confluence instance is running together with the primary instance. When primary instance crashes, the reserve one takes its place automatically. Synchronization of data to the cold stand-by server happens automatically, regularly but not in real-time. |
Comments (1)
Mar 09, 2011
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