Setting your Cribl deployment up for success is essential for ensuring your mission-critical applications run how they’re supposed to. When issues arise, you can reach out directly to your Designated Support Engineer (DSE) and they’ll help get them resolved instantly. Your DSE will also provide guidance and suggest changes and upgrades to improve how you use Cribl products. By having quick resolutions, your team will be able to spend their time and energy building rather than troubleshooting.
Your DSE will work remotely with your team over a 12-month period. Your DSE will be available to work with your team either 2 days per week or 4 days per week depending on the level of support you purchase. The DSE will be assigned to your organization, along with your Customer Success Engineer and any purchased Professional Services to support your team.
Your Cribl DSE will provide the service activities described in the Support Scope and will be your single point of contact for support-related concerns. Due to the nature of the work, we require Customers to work with their DSE and engage their DSE with appropriate teams.
If not mutually agreed upon in writing, the start date for the Designated Support Engineer Service Brief will be within one (1) week of Cribl’s acceptance of the Customer’s purchase order for the Designated Support Engineer Service Brief. The parties will determine a suitable schedule for remote work after their first meeting.
Your Cribl DSE will provide the following services:
When it comes to managing complex systems and operations, it’s important not only to react quickly to issues when they arise but also to anticipate potential problems and take steps to prevent them from occurring in the first place. This is where a DSE can be particularly valuable. A DSE can provide proactive support in the following areas:
By taking these proactive measures, your DSE can help to minimize the risk of downtime, data loss, and other issues that can impact the reliability and availability of your systems.
Cribl will provide service activities as described in this Service Brief and subject to the applicable signed services agreement between Cribl and the Customer or, if there is no such services agreement, Cribl’s Services Addendum, which is available at https://cribl.io/legal/addenda/services-addendum/. Cribl may change the Services Addendum after providing notice on the website of the changes; changes to the Services Addendum become effective as provided in the notice. Service activities subject to the Services Addendum are governed by the Services Addendum in effect on the day Cribl provides the given service.
The following are out-of-scope items:
The Customer has a period of 365 days starting from the start date of the Designated Support Engineer Service to use the DSE (“Service Period”). Unless approved by Cribl, the Service will terminate automatically at the conclusion of the 365-day period. Any unused portion of services or days under the Designated Support Engineer Service is non-refundable and non-creditable. Cribl may deliver Designated Support Engineer Service after the end of the Service Period if the Customer provides written notice at least thirty (30) days before the end of the Service Period and Cribl agrees to provide Designated services under the Support Engineer Service Brief after the end of the Service Period.
To ensure delivery of the Designated Support Engineer as described in this Service Brief, the Customer must:
Get your own buddy, right-hand helper, a partner in crime — whatever you want to call it, your designated support engineer will be there by your side to help tackle your toughest technical challenges.