Customer Success

From project planning and implementation to ongoing solution maintenance and optimization, our Customer Success Team is on your side, helping you to maximize your investment and protecting your most critical assets. Bringing a wealth of Redis Enterprise experience, our Customer Success Team will work directly with you to deliver personalized account and product-lifecycle management, best practices, and expert guidance. 

Level

Platinum

Includes all Gold benefits, plus a dedicated Enterprise TA; a single point of contact in Support; 15 hrs/week consultation; weekly and quarterly calls and reports; cluster health, performance and load checks; and more.

Datasheet

Project (use cases, solutions, dependencies, timeline) planning and documentation
Cloud: technical lead for initial deployment and subsequent add-ons
Cloud: DevOps support for applying deployment changes
Notifications about required fixes and upgrades and new version releases
Overview of support priorities and procedure
Access to self-help troubleshooting documentation
Regular cadence of “best practices” emails
Software: tracking and documenting your software versions
Cloud overview: account/subscription/databases configuration & management
Software overview: cluster/A-A/database configuration & management
Expert deployment sizing: cluster, A-A, Redis-on-Flash, RediSearch, RedisGraph
Cloud: ongoing planning and optimization discussions
Cloud: consultation on minimizing infrastructure costs
Software: upgrade planning and assistance
Quarterly status reports and performance reviews
Up to 15 hours/week consultation time with TAM
Weekly conference calls and status reports
Single point of contact for coordinating support issues
Consultation & assistance with developing a migration plan to Redis Enterprise
Production-stage audits to check cluster health
Throughput and latency checks to verify performance
Load testing design and review
Consultation about under- or over-provisioned scenarios
Proactive review of support package
Enterprise TAM (supports up to 3 accounts)

Gold

Includes all Silver benefits, plus technical training, deployment planning and optimization, deployment sizing, infrastructure-cost optimization, and new feature updates.

Datasheet

Project (use cases, solutions, dependencies, timeline) planning and documentation
Cloud: technical lead for initial deployment and subsequent add-ons
Cloud: DevOps support for applying deployment changes
Notifications about required fixes and upgrades and new version releases
Overview of support priorities and procedure
Access to self-help troubleshooting documentation
Regular cadence of “best practices” emails
Software: tracking and documenting your software versions
Cloud overview: account/subscription/databases configuration & management
Software overview: cluster/A-A/database configuration & management
Expert deployment sizing: cluster, A-A, Redis-on-Flash, RediSearch, RedisGraph
Cloud: ongoing planning and optimization discussions
Cloud: consultation on minimizing infrastructure costs
Software: upgrade planning and assistance
Quarterly status reports and performance reviews

Silver

Includes project planning and documentation, a Technical Account Manager (TAM), technical and DevOps support and 24/7 monitoring for cloud deployments, support procedures guidance, and “best practices” emails.

Datasheet

Project (use cases, solutions, dependencies, timeline) planning and documentation
Cloud: technical lead for initial deployment and subsequent add-ons
Cloud: DevOps support for applying deployment changes
Notifications about required fixes and upgrades and new version releases
Overview of support priorities and procedure
Access to self-help troubleshooting documentation
Regular cadence of “best practices” emails
Software: tracking and documenting your software versions
Cloud overview: account/subscription/databases configuration & management
Software overview: cluster/A-A/database configuration & management
Project (use cases, solutions, dependencies, timeline) planning and documentation
Cloud: technical lead for initial deployment and subsequent add-ons
Cloud: DevOps support for applying deployment changes
Notifications about required fixes and upgrades and new version releases
Overview of support priorities and procedure
Access to self-help troubleshooting documentation
Regular cadence of “best practices” emails
Software: tracking and documenting your software versions
Cloud overview: account/subscription/databases configuration & management
Software overview: cluster/A-A/database configuration & management
Expert deployment sizing: cluster, A-A, Redis-on-Flash, RediSearch, RedisGraph
Cloud: ongoing planning and optimization discussions
Cloud: consultation on minimizing infrastructure costs
Software: upgrade planning and assistance
Quarterly status reports and performance reviews
Up to 15 hours/week consultation time with TAM
Weekly conference calls and status reports
Single point of contact for coordinating support issues
Consultation & assistance with developing a migration plan to Redis Enterprise
Production-stage audits to check cluster health
Throughput and latency checks to verify performance
Load testing design and review
Consultation about under- or over-provisioned scenarios
Proactive review of support package
Enterprise TAM (supports up to 3 accounts)