Managed Services

With MapR Managed Services, you can get immediate value out of the MapR Converged Data Platform without hiring and onboarding an operations staff. Powered by intelligent automation, machine learning, and expert staff, MapR Managed Services keeps your platform operational and secure 24x7x365.

Key Benefits

Agility
  • Build apps now without hiring/training an in-house operations staff
  • Operations capacity scales with business requirements
  • New product capabilities delivered automatically
  • On-prem, cloud, and multi-cloud
Uptime
  • 24x7x365 uptime for users and applications
  • Proactive issue detection and resolution
  • Environment updated with latest fixes and security patches
Low TCO
  • Low operations cost through intelligent automation, machine learning, and expert MapR staff
Expertise
  • Interact with and get rapid help from product experts
  • Always available via follow-the-sun model

Services Included

Service MapR-XD MapR-DB MapR-ES Drill Spark Hadoop
Platform Support
24x7 Monitoring & Support
Incident Management
Problem Management
Change Management
Failure Recovery
Platform Maintenance
Managing Growth (Adding Nodes)
Upgrade The Cluster n/a n/a
Patching n/a n/a
Platform Monitoring
Provide Availability Dashboard
Provide Basic Operational Metrics
Growth Forecasting & Recommendations
Usage Auditing
Alarm Monitoring
Statistics Monitoring
Log Monitoring

Service Level Agreements

Scope Managed Services for Administration of MapR Converged Data Platform
Service Monitoring 24x7x365
Service Desk & Online support 24x7x365 with Global Support
Incident Management Yes
Change Management Yes
Event Management / Platform Monitoring Yes
Release Management Yes
Service Level Management Yes

MapR supports the following SLAs to meet your various enterprise business needs.

Priority1 Response Time Status Updates
P1 Within 1 hour Every 1 hour
P2 Within 4 hours Every business day
P3 Within 1 business day Every 5 business days
P4 Within 1 business day Every 7 business days
1.Priority is based upon the criticality of the issue:
Complete production outage - (P1)
Significant production impact - (P2)
Moderate production impact or non production outage - (P3)
Minimal impact issues, information, or other non-production requests - (P4)
Priority P1 - Critical P2 - High P3 - Medium P4 - Low
Initial Response Within 1 hour Within 4 hours Within 1 business day Within 1 business day
Updates Updates from MapR will be delivered to the customer every hour unless both parties agree upon a different frequency Updates from MapR will be delivered every business dayunless both parties agree upon a different frequency Updates from MapR will be delivered every 5 business days (unless both parties agree upon a different frequency) until resolution is identified. Updates from MapR should be delivered every 7 business days unless both parties agree upon a different frequency, until resolution is identified.
MapR Responsibilities MapR Resource dedicated 24x7 until a workaround or resolution is in place. MapR Resources available Monday through Friday during local business hours until a resolution or workaround is in place MapR Resources available Monday through Friday during local business hours until a resolution or workaround is in place. MapR Resources available Monday through Friday during local business hours until a resolution or workaround is in place.
Examples Production system down. Severe production data loss or substantial data unavailable on MapR based systems. Issues that are impairing, but not causing a total loss, of mission-critical functionality. Intermittent issues that affect mission-critical functionality.
Redundancy of critical software components. Inability to deploy a feature.
Issues in the software or on the system that are not causing impact to mission critical functionality. Non-repeated issues that have impacted mission-critical functionality but have since recovered. Issues seen in a test or pre-production environment that would normally cause adverse impact to a production cluster.Time-sensitive questions or information requests.Workaround in place for Priority 1 and Priority 2 issues. Information requests. Standard questions on configuration or functionality of software.