Selector Support
Selector has extensive experience in the telecommunications industry and counts seven Tier-1 ISPs as customers. The founding team has a collective 95 years in the networking industry with most of that time specifically focused on ISPs.
Initial System Customization and Deployment
Selector supports very large-scale service providers and enterprises worldwide and has teams located in the US, Canada, Europe, Asia, and India to ensure a seamless deployment experience. In one large-scale deployment, Selector is the primary operational tool for frontline NOC personnel and SRE teams. The customer operates a “follow the sun” support model and Selector has geo-redundant teams.
Recently Selector replaced Broadcom CA Spectrum in a large multinational enterprise with over 15,000 locations; the entire deployment needed to be finished in 90 days due to contractual requirements of the legacy vendor. Selector assigned an overall program manager along with several dedicated solutions and platform engineering teams to ensure a successful cutover. At the same time, Selector built and owned the project plan and reporting to the executive management teams.
While lessons learned from deployments are used to improve overall performance, each customer deployment is considered unique and a deployment plan is built tailored to the outcomes and priorities of the customer.
Selector supports several platforms and tools to engage with customer teams before, during, and after the deployment to ensure effective communication. Jira is used inside Selector to manage sprints and customer stories. Customers have access to the Jira system for creating tickets and viewing status. MS Teams and Slack are channels are uses for collaboration across various departments (Tier 1 Support, SRE, NRE, and so on).
Maintenance and Governance
The Selector platform is based on continuous delivery as a service. There are regression test suites run alongside testing on staging environments before promoting a release as production. In addition, these are tested on customer staging environments before upgrading the customer production environment.
Minor service changes can be achieved without system downtime by utilizing a multi-node cluster. Major changes may have small periods of downtime and are always scheduled with the customer.
Development environments are used to test any changes prior to use within production environments.
New product capabilities such as new data sources, new notification endpoints, integrations, and so on, are generally done through code updates through Git-based systems and do not require service restarts or platform disruptions.
Selector does not charge for support and maintenance activities. Software patches and updates are readily available to all customers with an active subscription and are automatically applied by your account team.
Service SLAs
Here is the standard Selector support agreement with severity identification, contact method, and SLA response.
“Standard Contact” means the Support Portal (for example, JIRA Service Desk) through which a Support Ticket is submitted to Selector AI.
“Priority Contact” means the priority phone number separately provided by Selector for Customer’s Severity Level 1 or Severity Level 2 Issues.
| Severity Level | Contact Mechanism | Response Time SLA |
|---|---|---|
| “Severity 1” Service is down or there is a major malfunction resulting in a product inoperable condition. Users are unable to reasonably perform their important day-to-day functions; the affected functionality is mission-critical to the Customer’s business; and the situation is reasonably considered an emergency | Priority Contact:
| 1 Hour |
| “Severity 2” Critical loss of functionality or performance of the Service resulting in a high number of users unable to perform their important day-to-day functions. There is a major feature/product failure in the Service such that, while the Service is usable, it is severely limited. | Priority Contact:
| 2 Hours |
| “Severity 3” Moderate loss of functionality or performance in the Service resulting in multiple users impacted in their important, day-to-day functions. There is a minor feature/product failure or a minor performance degradation. | Standard Contact | 4 Business Hours |
| “Severity 4” Minor loss of functionality in the Service; product feature requests, and how-to questions. “How-to” questions may include questions related to use of the Service; integration, installation and configuration inquiries regarding the Service, enhancement requests, or documentation questions | Standard Contact | 3 Business Days |