Integrated into Aryaka’s Managed SASE and Managed SD-WAN solutions are our renowned lifecycle services. There is never a need to pay extra for support and services. This integrated approach is a crucial part of our DNA and philosophy to provide a seamless and delightful experience.
Aryaka offers customers options to deploy a Managed SASE and Managed SD-WAN solution with the optimal combination of service level guarantees for any site, application, cloud, or user: as-a-Service. With our cloud-first architecture with Aryaka FlexCore, customers can choose a Managed Services solution based on a performance-sensitive Layer 2 Private Core and/or a cost-sensitive Layer 3 Private Core for the optimal experience and service level agreements – as per a customer’s specific needs and preferences. The integrated support and service are available as Gold and Silver lifecycle services packages.
“”Aryaka support? In one word: awesome! I don’t know where you get the people, but I have never met people who work that diligently, are dedicated and quick. And also, they think with the customer. We don’t have to specify what we want. If we explain what we want to do, they think with us to come up with a solution “
– Jan De Beule, Infrastructure Manager at Premium Sound Solutions
We provide the industry’s most comprehensive set of Service Level Agreements (SLAs) for end-to-end coverage for all of our managed services. Transparency in publishing and reporting via the MyAryaka cloud portal is combined with meaningful service credits in the event we fail to deliver on our commitments. Aryaka SLAs are measured at the link level – not at site level, which is common in the industry – providing a more granular commitment to our customers. For a detailed description of our Service Level Agreements, please go to our website https://www.aryaka.com/aryaka-service-level agreement/
| Metric | L2 Private Core | L3 Private Core | Service Credits |
|---|---|---|---|
| Core Network Uptime | 99.999% 5 min < Down Time <= 60 min 60 min < Down Time <= 120 min 120 min < Down Time |
99.99% 30 min < Down Time <= 300 min 300 min < Down Time <= 600 min 600 min < Down Time |
5% of Link Service Fees for the applicable month 10% of Link Service Fees for the applicable month 20% of Link Service Fees for the applicable month |
| Packet Loss | 0.10% | N/A | 10% of Link Service Fees for the applicable month |
| Jitter | Matrix published on our website [1] | N/A | 10% of Link Service Fees for the applicable month |
| Latency | Matrix published on our website [1] | N/A | 10% of Link Service Fees for the applicable month |
Aryaka measures core metrics of our SLAs at link level (not site level).
[1] For Jitter and Latency matrix, see Appendix A and B on our website https://www.aryaka.com/aryaka-service-level-agreement/.
We offer two levels of Lifecycle Services with Gold and Silver. See the table below for a detailed comparison.
The Aryaka Gold Service level allows customers to derive the most value from their Aryaka investment. It provides the highest level of technical support and service experience. The Gold Service level comes with multiple ways to access support, faster response times, and access to a Technical Advisor.
Whenever a customer has WAN related challenges, the Aryaka Technical Advisor is within reach. The Technical Advisor shall review a customer’s network and architecture to provide valuable expertise and advise on a path forward.
Gold Service level customers shall get following benefits:
| Gold | Silver | |
|---|---|---|
| Service Change Lead Time | P1 – 1 Hour P2 – 8 Hours P3 – 3 Business Days P4 – 5 Business Days |
P1 – 1 Business Day P2 – 3 Business Days P3 – 7 Business Days P4 – 10 Business Days |
| Incident Technical Response Time | P1 – 30 Mins P2 – 1 Hour P3 – 1 Business Days P4 – 3 Business Days |
P1 – 1 Hour P2 – 4 Hours P3 – 3 Business Days P4 – 5 Business Days |
| Incident Reporting/Query and Follow Up | Email, Phone, Portal | MyAryaka Ticketing Portal [1] |
| Service Change Req and Follow Up | All Methods (Co-management, Ticketing, Email and Phone) | MyAryaka Co-management MyAryaka Ticketing Portal |
| Access to Technical Advisor | Yes | No |
| Business Review | Quarterly | Yearly |
| Site Relocation (excluding the circuit) | Yes | No[2] |
| Ticket Priority Escalation Rights | Yes | No[3] |
| ANAP Failure Replacement | Priority Shipping[4] | Standard Shipping[4] |
| Option to buy access to a Dedicated Support Engineer[5] | Yes | No |
| Option to buy Project Management & Network Design Consulting | Yes | Yes |
[1] Only P1 incident reporting is accepted over phone or via email | [2] Customer can purchase Site Relocation | [3] Customer cannot escalate the ticket. Aryaka reserves the right to decide the priority of the ticket. | [4] Priority Shipping includes Next Business Day for USA, Canada, Selected countries of Europe and Asia. Option to Buy: Next Business Day for ROW | [5] Optional Buy: Dedicated Support delivered by L2 engineer/PSL’s – Account level
Note: Customers deployed with all Pro sites are automatically eligible for Gold level Support. Customers deployed with EZ sites may purchase the Gold Upgrade package to be eligible for Gold level support.
Aryaka is the leader and first to deliver Unified SASE as a Service, the only SASE solution designed and built to deliver performance, agility, simplicity and security without tradeoffs. Aryaka meets customers where they are on their unique SASE journeys, enabling them to seamlessly modernize, optimize and transform their networking and security environments. Aryaka’s flexible delivery options empower enterprises to choose their preferred approach for implementation and management. Hundreds of global enterprises, including several in the Fortune 100, depend on Aryaka for cloud-based software-defined networking and security services. For more on Aryaka, please visit www.aryaka.com.