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Our clients will receive these benefits under the S4:
More focus from Smartt to provide technical expertise and excellence for the supported software packagesPredictable uplift paths
Opportunity to WOW the clients with valuable technical insights instead of break-fixes
Proactive availability of new versions of software
Less technical debt
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How are
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responsibilities
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shared under the S4?
Smartt’s responsibilities:
Monitor new software releases
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Keep software licenses and support packages up-to-date
Create testing environments (POCs) at no cost so they can uplift
Strategic, technical and implementation service (T&M) to manage uplift
Our clients' responsibilities:
Upgrade end-of-life software they manage, including
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web applications and front-end components
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Manage application changes or request Smartt to support them on a T&M basis
Which services fall under the S4?
All managed hosting services (e.g. managed VPSs and shared hosting) and internal Smartt assets fall under the S4. Legacy unmanaged hosting services, colocation services, and connectivity services do not fall under the S4.
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What is end-of-life software and why is it bad?
End-of-life (EOL) software represents significant technical debt:
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We will perform our standard uplift activities at no cost:
Provisioning Provision POC servers and/or sites
Migrating Migrate content to the POC servers and/or sites (including copying all client data, as needed)
Installing Install any required supported server-side software
Normal POC activities, such asincluding:
uplifting uplift and/or patching patch software
ensuring ensure software packages are configured and interoperable
identifying identify software that is no longer supported and recommending alternatives
creating create a list of impacted services and clients on mVPSs
creating create a list of interoperability issues with other servers and/or sites hosted at Smartt that share dependencies with the server/site
ensuring ensure data integrity is maintained during the uplift
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the
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uplift
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What are my responsibilities during the uplift process?
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If we provide any T&M work, we will be responsible for making sure the work is completed with enough time for clients to test.
We provide T&M work with a minimum of two hours billed at $300, our lowest standard rate. If we will require more than two hours to complete the work, we provide you with a PERT estimate, billed using our standard rates, and require your approval before continuing.
What is the latest date I can request assistance?
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When Smartt determines a new software version is stable and ready for use, we will contact :
Post the information on our website on the S4 Software List.
Contact clients using the software package and offer to provide a POC environment to test the software.
Clients will then be able to use the POC environment to test the new software and, if desired, go live using the new software versions.
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