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Intro background
Intro background

Tarantool Premium Support

If you have a large company or an innovative project, an out-of-the-box solution is not for you. Going online puts a lot of pressure on existing systems that are not designed to launch new services and applications quickly. Tarantool Premium Support can help you implement projects within a short period and develop your center of expertise. Tarantool is Mail.ru Group’s technology, and it already supports the largest companies in Russia.

What you get with
Tarantool Premium Support

Profit

Solution designed specifically for your tasks

Based on your IT infrastructure, Tarantool experts design, develop, and launch Tarantool-based solutions in local, cloud, or hybrid environments. 12 years of experience in implementing ready-to-operate large-scale systems as well as our own Mail.ru projects help us avoid errors and speed up the launch. We know how to build and scale such systems. As a result of our cooperation, you get the proper designed solution architecture.

Profit

Entrusting your project to Mail.ru Group experts

Our specialists will help you find the right solutions in software configuration and Tarantool integration based on industry best practices and our experience. Mail.ru Group analysts, developers, database administrators, and engineers who already have experience in implementing high-load solutions will be assigned to your project full-time.

Profit

Resolving problems ASAP without any red tape

If you implement a business-critical system, you need to resolve problems as quickly as possible. Sometimes it’s not clear what part of the system has failed, so it’s critical to get the experts involved immediately. With Tarantool Premium Support, you get rid of red tape: our experts get involved as soon as a problem appears—not only when the problem proves to be in Tarantool.

We solve problems at any stage
of your IT service life cycle

Task

We can join
at any stage

We develop the entire solution or only a part of it and integrate it with your other systems.

We design system architecture for high performance and scaling taking into account the data migration process. Using prototypes and stress and volume testing, we prove how the solution would work.

Task

We manage all red tape
and paperwork

We help your analysts compile the requirements and write all the necessary documents.

We write documentation on operation and maintenance so that you can manage and maintain the solution yourselves if you want to.

Task

We provide
the prospects for the future

We organize a system of continuous change delivery or help you integrate a new product into the existing system.

We provide complex problem analysis that covers Tarantool and other systems.

Task

We train your operational staff
and hire developers for you

We train your developers and administrators and certify them to work with our technologies.

We help you with the recruitment process: we conduct job interviews and select the best candidates for you.

Discuss with our experts the terms and benefits of Tarantool Premium Support

SLA
and Guarantees

  • 01.
    Safe

    For the duration of the project, we create a secure channel to ensure safe data handling. Our experts will connect to your IT environment only via a dedicated VPN.

  • 02.
    Convenient

    It’s up to your employees how to keep in touch with our 24/7 customer support: by phone, in chat, by email, or via a ticket system.

  • 03.
    Reliable

    The response time depends on the severity level. We guarantee that we address a critical issue within 5 minutes and any non-urgent request within 30 minutes.

Response time

Priority
Response time
not later than
Response time 90%
cases
Workaround within
not later than
Solution within
not later than
Critical
15 minutes
5 minutes
12 hours
30 calendar days
High
30 minutes
10 minutes
48 hours
60 calendar days
Normal
2 hours
20 minutes
5 working days
60 working days
Low
4 hours
30 minutes
10 working days
90 working days
Priority
Critical
Response time
not later than

15 minutes
Response time
90% cases

5 minutes
Workaround within
not later than

12 hours
Solution within
not later than

30 calendar days
High
Response time
not later than

30 minutes
Response time
90% cases

10 minutes
Workaround within
not later than

48 hours
Solution within
not later than

60 calendar days
Normal
Response time
not later than

2 hours
Response time
90% cases

20 minutes
Workaround within
not later than

5 working days
Solution within
not later than

60 working days
Low
Response time
not later than

4 hours
Response time
90% cases

30 minutes
Workaround within
not later than

10 working days
Solution within
not later than

90 working days

Why we can react so quickly?

To solve a problem in a large-scale system, first of all you should localize it. Usually, a vendor’s technical support delegates this duty to the customer staff and gets involved only when it’s clear that the problem is in the vendor’s product. With Tarantool Premium Support, you don’t have to spend time on such analysis!

Advantage

From the very beginning, experts of Tarantool Premium Support get aquintented with the metrics of your products and set up with you the end-to-end analysis: logging, monitoring, and metrics.

Advantage

An emergency response team gets immediately involved if you have a critical situation, and traces the path from a user to a data storage to quickly resolve the problem.

Advantage

You will avoid similar failures in future because after having the problem solved, we conduct a post-mortem and help you create a plan to protect your system.

Bonus from Tarantool: level up your employees

When you have a big project and you need to achieve your business goals quickly, you may not have enough time to form a proper team. This is especially important in high performance system implementation projects because there is a shortage of subject matter experts on the market.

Creating dedicated team

We will create a collaborative project office with employees from both parties specifically for your project. The team will consist of product and project managers, software developers, administrators, engineers, and analysts. We also have Tarantool experts who can write code in Java, Python, C++, and other languages. Depending on your technology stack, they can join the project to speed up Tarantool integration.

Assisting with recruitment

You won’t be dealing with the solution singlehandedly once the project is done. We will help you hire people who are qualified to work with Tarantool. You will not need to pay for VHI, sick leaves, and extra motivate employees: we offer outsourcing and outstaffing for any role. For really specific tasks, we can find experts in our partner network. In Tarantool Premium Support, the recruitment process is transparent and supported by an SLA.

Improving your employees’ skillset

We can help with the training and certification of your staff if you want to build a center of expertise. We organize continuous professional development. Training programs on our products help to apply best practices and get your employees accustomed to Tarantool technologies. Our partners who are quite demanding in their requirements give 9 out of 10 rates to these training programs.

Still have doubts? Four arguments in favor of Tarantool Premium Support

  • 24/7
    support

    Online with you all the time. Fast issue resolution

  • 5min

    Critical issue response time

  • 99.99x
    uptime

    Ensure fault tolerance of any level

  • 12 years

    Expertise in high-performance system design

Which type of support would you like to try?

Standard

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a demo

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a consultation