Overview

KAPPA-Automate is a mission critical platform that may be providing data and results being used near real-time in making costly operational decisions. It therefore requires vigilance and proactive support from your organization’s IT support team, particularly Tier 1 support, as KAPPA does not have access to your infrastructure nor responsibility to ensure up-time. It is therefore critical that the scope of IT support provided by your organization is understood and maintained. KAPPA is here to assist in this understanding of responsibilities.

This document defines the scope, responsibilities, and procedures associated with Tier 1 Support provided by your organization’s IT Support. Tier 1 Support serves as the initial point of contact for common operational issues within the KAPPA-Automate platform. It will also define the escalation procedure in which a particular issue has gone beyond Tier 1 support and the need to contact KAPPA Support is required.

Below you will find the KAPPA-Automate Support Scope as well as a list of Components and Tools which need to be managed and maintained by your organization’s IT Support.