AWS DEPLOYMENT & SUPPORT GUIDE

Modified on Mon, 28 Jul at 12:50 PM

The Personalisation Hub Platform installation should take around 1.2 hours to have the platform fully set-up in your organisation's cloud environment.

Stack creation (+-4 minutes)
Provide Platform Credentials (+-2 minutes)
Platform Installation (+-1 hour - Master Admin will be emailed when installation is complete)
DNS Set-Up (+-2 minutes)
Platform Set-Up/Customisation (+-5 minutes)

1. Getting Support

If you encounter any issues during the deployment or operation of the Personalisation Hub stack, please select Submit a ticket above or alternatively send the support team an email.

Our support team can assist with deployment errors, quota-related issues, configuration guidance, and other platform-related inquiries.

When contacting support, please include as much detail as possible (if you are able to reproduce the issue, please include the steps to reproduce as this will expedite it's resolution).

If possible also provide the following:

Your AWS Account ID
CloudFormation Stack ID (if available)
Deployment Region
A description of the issue

2. Standard Support Agreement (SLA)

Personalisation Hub offers the following Standard Support Agreement (SLA) for all customers.

Support resolution is determined based on the severity of the reported incident.

Severity	Incident Example	Initial Response Target	Diagnostic Target	Resolution Target	Service Target
P1 (Urgent)	Platform API becomes in accessible	Within 4 business hours	6 business hours	1 business day	90%
P2 (High)	Campaign/Playback Monitoring issues	Within 4 business hours	6 business hours	3 business days	90%
P3 (Low)	Table Loading Speed	Within 4 business hours	8 business hours	5 business days	90%
P4 (Minor)	HTML Formatting issue	Within 4 business hours	8 business hours	7 business days	90%

3. Enhanced Support/SLAs

For Enterprise clients requiring enhanced support/SLAs, these can be negotiated/arranged on a case by case basis (as/if required)