Standard Premium
Recommended for Growing production clusters Advanced, mission critical production clusters
Term 1 year 1 year
Hours 12 x 5 24 x 7
Support incidents Unlimited Unlimited
Response times*
Severity 1 1 business day 2 hours
Severity 2 1 business day 4 hours
Severity 3 1 business day 1 business day
Severity 4 N/A 1 business day
Access to upgrades, updates and patches Yes Yes
Personnel access Web Phone and the web
Troubleshooting Screen sharing, SSH Screen sharing, SSH
Community and advanced knowledge base Yes Yes
Timely access to Kaa updates and patches Yes Yes
Diagnosis of installation issues Yes Yes
Diagnosis of configuration issues Yes Yes
Diagnosis of cluster management issues Yes Yes
Diagnosis of performance issues Yes Yes

Severity 1 means a catastrophic problem in Customer’s production systems. Examples include a complete loss of service, production systems that are crashed, or a production system that hangs indefinitely. Customer cannot continue essential operations.

Severity 2 means a high-impact problem in Customer’s production systems. Essential operations are seriously disrupted, but a workaround exists which allows for continued essential operations.

Severity 3 means a lower impact problem on a production or non-production system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. Customer can continue essential operations. Normal problems also include all problems on non-production systems, such as test and development systems.

Severity 4 means a general usage question, inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.

Architecture accelerator

Architecture accelerator


The Architecture Accelerator package allows the customer to thoroughly prepare for the IoT implementation

Custom Project

Custom Project


Kaa IoT offers custom project based services tailored to each customer's personal needs

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