Data Fundamentals Support

At Helixiora, we know that in order to be successful with data, a solid technological foundation is key: a resilient, scalable, performant, secure and cost-effective infrastructure with smooth-running operations to match. To get there, we know that proactive measures are better than continuously putting out fires.

Getting your Data Fundamentals right
That’s why we designed our Data Fundamentals Support services: these are aimed to help you get the fundamental data building blocks in shape. Our goal is to help you reduce the chance of outages substantially before they happen, and minimise the business impact if they do, 
so that inevitable technical failures do not turn into emergencies.

With the help of our engineering experts, you don’t need a hard-to-find, expensive full-time expert on staff. We make the right expertise accessible and available to you without breaking the bank: you can rely on our experts to help you at any time for a fixed, low cost.

People, Process, Technology
We have years of experience with developing, deploying and running infrastructure applications and databases in production across on-prem and cloud in DevOps and platform engineering teams. What we learned? Technology does not operate in a vacuum. We take a more holistic approach by looking at the entirety of your operations; the collection of infrastructure, applications, data, processes, people, teams and organisational culture. We offer help with periodic health checks, architecture, design and best practices, lifecycle management, technical problem analysis and resolution, as well as operational process optimisation to improve reliability and performance across the gamut of people, process and technology. 

Areas of Expertise

We offer four distinct Data Fundamentals Support services, each aligned with a set of core technologies:

Linux

Linux systems management across on-prem and AWS EC2, including associated technologies for configuration management and infrastructure-as-code

MySQL

MySQL in on-prem and cloud deployments, including replication and high availability, load balancing, performance tuning, database healthcare and maintenance

PostgreSQL

PostgreSQL in on-prem and cloud deployments, including replication and high availability, load balancing, performance tuning, database healthcare and maintenance

AWS

Architectural and implementation guidance for AWS' Aurora and RDS data services, including landing zones and vending machines, (role-based) access control optimisation

Pricing

Our Data Fundamentals Support services can be purchased individually, or as a bundle depending on your technology stack requirements.

Budget

Choose one from MySQL, PostgreSQL, Linux or AWS

3.299 Month
  • Web-based customer support portal

    Up to five contacts can log in to file support requests in the ticketing system

  • Weekday 9:00 - 17:00 Service Window

    Monday - Friday, in your time zone

  • Next Business Day response time

    We aim to respond as soon as posslble

  • Unlimited ticket volume

    A fair-use policy applies

  • Annual up-front billing

    Total cost € 39.588 ex. VAT. Discounts available for 2- or 3-year contracts

Advanced

Choose two from MySQL, PostgreSQL, Linux or AWS

5.799 Month
  • Web-based customer support portal

    Up to five contacts can log in to file support requests in the ticketing system

  • Weekday 9:00 - 17:00 Service Window

    Monday - Friday, in your time zone

  • Next Business Day response time

    We aim to respond as soon as posslble

  • Unlimited ticket volume

    A fair-use policy applies

  • Annual up-front billing

    Total cost € 69.588 ex. VAT. Discounts available for 2- or 3-year contracts

Premium

All Data Fundamentals Support services (MySQL, PostgreSQL, Linux, AWS)

8.299 Month
  • Web-based customer support portal

    Up to five contacts can log in to file support requests in the ticketing system

  • Weekday 9:00 - 17:00 Service Window

    Monday - Friday, in your time zone

  • Next Business Day response time

    We aim to respond as soon as posslble

  • Unlimited ticket volume

    A fair-use policy applies

  • Annual up-front billing

    Total cost € 99.588 ex. VAT. Discounts available for 2- or 3-year contracts

What we Do

The Data Fundamentals Support offerings are aimed at making our knowledge and expertise accessible to all, even those organisations that don’t have the budgets to have a full-time expert on staff.

Pro-active Health Check at onboarding
All subscriptions include a two-day pro-active intake and health check, performed remotely, to get to know your infrastructure, weed out immediate issues and deliver value from the get-go. This health check delivers actionable results that immediately improves your data infrastructure.

Architecture and Design
Our experts are available for architecture and design reviews, helping you make the right decisions to optimise your infrastructure for scalability, security, performance and reliability as new projects and changing business requirements put systems under pressure.

Technical problem analysis and resolution
As technical debt builds up, we’re here to help you reduce errors, resolve production outages, performance problems and troubleshoot software defects so that you can focus on your business.

Lifecycle Management
We help you with lifecycle management best practices to stay current with security patches, preventing technical debt and out-of-support incompatibility issues.

Business Continuity
We’ll assist you with data protection strategies, tooling and policies to optimise for business continuity with advice for backup, (disaster) recovery, ransomware protection and related security issues.

Operational Process Optimisation
Technology is not the only thing we can help improve. We can also help you do organisational analysis and improvements, evaluate team structures and consult on improving operational efficiency.

How we Work

To engage with us through these services, we utilize a ticketing system. Simply ask your question by submitting a support request, provide additional information and context through documentation, logs and monitoring information, and we’ll reply promptly. We give you hands-on, technical advice, including code snippets and practical examples. We help you make the right decisions, document design decisions, do (technical) reviews.

Through instant messaging and video conferencing where needed, we can help you understand the problem set, so that you can tackle issues independently in the future, without relying on us

Frequently Asked Questions

Why do you offer this service?

Because we know that proactive, preventative measures are better than continuously putting out fires. However, getting back control over your infrastructure requires expensive expertise that you may not have on-staff. We do have those experts, and we make them available to you so you can kickstart your data-driven journey.

What is the web-based customer support portal?

This is our ticketing system where up to five contacts can log in to file support requests

What is the services window?

We're available on weekdays (Monday - Friday), 9:00 - 17:00 , in your time zone

How quickly will you respond to questions?

We have a Next Business Day response time, but we aim to respond as soon as posslble.

How many support requests can I file?

As many as you like! We do not limit the ticket volume, although a fair-use policy applies.

Do you offer any on-call support service?

No, we do not offer emergency response, 24x7 support or faster response times at this time, but please contact us if you have a need for ad-hoc support.

What does onboarding look like?

All subscriptions include a two-day pro-active health check, performed remotely, to get to know your infrastructure, weed out immediate issues and deliver value from the get-go. This health check delivers actionable results that immediately improves your data infrastructure.

Do you need access to our systems?

No, we do not need access to your systems.

Do you support any technologies not listed here?

We offer best-effort support on adjacent technologies not covered by these services, for instance in cases where an adjacent technology is involved in a troubleshooting request.

Is invoicing monthly, quarterly or yearly?

Billing is done with an up-front annual invoice, with NET14 payment terms, payable before the initial start date of the service.

What contract terms are available?

We offer 1, 2 or 3 year contract terms, with discounts for 2 or 3-year commitments.

Do prices include sales tax / VAT?

No, all prices are ex. VAT. We add 21% BTW to invoices where appropriate.