Alef Private Edge Platform
Reseller Support Agreement

Reseller provides an end-to-end support service to End Users. Alef’s Private Edge Platform is part of the solution offered and needs to be integrally managed. In this model, Alef provides Level 3 support for the Reseller on the full Private Edge Platform. For clarity, Alef will provide support to Reseller only; not to any End User.

The Alef Private Edge Platform has services for Reseller to integrate into its support processes.For the overall status of the Alef Private Edge Platform, Alef exposes a real time status page dashboard. This status page provides the option to subscribe to updates that are relevant to the Reseller. This allows the Reseller to validate if Alef services are impacted whenever they receive a support request.

Alef’s 24x7 support team pro-actively monitors the Private Edge Platform. Incidents reported by the monitoring systems are immediately triaged and if possible, resolved by the support team, otherwise they are assigned to the operations team or a supplier. The support team monitors the status and progress of the tickets and gives feedback to the Reseller.

Based on the severity and/or type of incident, Alef’s engineering team can be involved as part of the level 3 support. The Alef engineering team provides hot fixes for high impact issues and further feature development.

Got Questions?

Please don’t hesitate to reach out to your Channel Manager, Ian Bennett, if you have any questions or needs. We are here to help you along the way so that you can sell our products and services. 

• Phone: (518) 487-1325
• Email: Partners@WeAreAlef.com