NeuralSeek - Product Support

Cerebral Blue delivers Product Support for NeuralSeek centered around analytical consultation, product troubleshooting, product issue escalation and resolution tailored to NeuralSeek on AWS cloud solutions. We will work alongside clients as trusted advisors, providing technical guidance and expertise to help solve potentially nuanced, complex, non-standard deployment issues.

The scope of NeuralSeek Product Support includes:

• Strategic Consulting: Advisory guidance from NeuralSeek experts on product strategy, solution planning, best practices, and emerging features and functionality.

• Product Troubleshooting: Advisory guidance for NeuralSeek product support issues. This includes potentially complex, non-standard issues that require in-depth expertise.

• NeuralSeek Experts: Access to Cerebral Blue’s Product Support team comprised of NeuralSeek experts, AWS certified architects and developers.

• Availability: NeuralSeek Product Support is available during normal business hours (Monday-Friday, 8:00am-5:00pm EST).

• Product Issue Escalation and Resolution: Focuses on solving common, well-documented client issues, with priority response times and escalation process for critical issues.

Please see SLAs for priority response times below:

Sev1: <2 Hours

Sev2: <6 Hours

Sev3: <24 Hours or Next Business Day

Sev4: 24 Hours or Next Business Day

• Self-Service Options: Access to NeuralSeek Frequently Asked Questions (FAQs), KnowledgeBases, and User Forums.

• Training and Educational Resources: Access to advanced NeuralSeek product training and technical workshops to enhance client skills and knowledge.