StandardPremium
Recommended forGrowing production clustersAdvanced, mission critical production clusters
Term1 year1 year
Hours12 x 524 x 7
Support incidentsUnlimitedUnlimited
Response times*
Severity 11 business day2 hours
Severity 21 business day4 hours
Severity 31 business day1 business day
Severity 4N/A1 business day
Access to upgrades, updates and patchesYesYes
Personnel accessWebPhone and the web
TroubleshootingScreen sharing, SSHScreen sharing, SSH
Community and advanced knowledge baseYesYes
Timely access to Kaa updates and patchesYesYes
Diagnosis of installation issuesYesYes
Diagnosis of configuration issuesYesYes
Diagnosis of cluster management issuesYesYes
Diagnosis of performance issuesYesYes

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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