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docs(legal): onboarding support services (#6665)
* docs(legal): onboarding support services * remove trainings, outline * wip * finish * call to action * Apply suggestions from code review Co-authored-by: Florian Forster <florian@zitadel.com> --------- Co-authored-by: Florian Forster <florian@zitadel.com>
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docs/docs/legal/onboarding-support.md
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docs/docs/legal/onboarding-support.md
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---
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title: Description of onboarding support services for ZITADEL
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sidebar_label: Onboarding support
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custom_edit_url: null
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---
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This annex of the [Framework Agreement](terms-of-service) describes the onboarding support services offered by us for our services.
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Last revised: October 12, 2023
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Our onboarding support should help you, as a new customer, to get a better understanding on how to integrate ZITADEL into your solution, how to tackle the migration, and ensure a highly-available day-to-day operation.
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Onboarding support services can be offered to customers that enter a ZITADEL Cloud or a ZITADEL Enterprise subscription.
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If you intend to use the open source version exclusively then please join our community chat or Github.
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Your questions might help other people in the community and will make our project better over time.
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Please [contact us](https://zitadel.com/contact) for a quote and to get started with onboarding support.
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Below you will find topics covered and scope of the offered services.
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## Proof of value
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Within a short time-frame, f.e. 3 weeks, we can show the value of using our services and have the ability to establish the proof a of working setup for your most critical use cases.
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We may offer to support you during an initial period to evaluate next steps.
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Before the start of the period we may ask you to provide a description of your critical use cases and a high-level overview of your planned integration architecture.
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During this period you should make sure that you have the necessary resources on your side to complete the proof of value.
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## Onboarding term
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With the onboarding support we provide the initial knowledge transfer to configure and operate ZITADEL.
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During the term you will get direct access to our engineering team via [Technical Account Management](./support-services.md#technical-account-manager).
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Duration is typically 3 months but this could vary depending on your requirements.
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We offer an onboarding term in combination with ZITADEL Enterprise subscriptions.
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### Topics covered
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Topics of the onboarding term may include:
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- Administration
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- DevOps (Operation)
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- Architecture
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- Integration
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- Migration
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- Security Best Practices & Go-Live Checkup
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The scope will be tailored to your requirements.
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More details
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- IAM Configuration
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- Walk-though all features
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- Users / Manuals
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- Authentication & Management APIs
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- Validation of tokens
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- Client integration best-practices
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- Event types
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- Database schemas and compute models
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- Accessing database
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- Observability (Logs, Errors, Metrics, Tracing)
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- Operations best practices (Deployment, Backup, Networking etc.)
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- Check prerequisites and architecture
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- Troubleshoot installation and configuration of ZITADEL
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- Troubleshoot and configuration connectivity to the database
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- Functional testing of the ZITADEL instance
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<details>
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<summary>Out of scope</summary>
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<ul>
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<li>Performance testing</li>
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<li>Setting up or maintaining backup storage</li>
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<li>Running multiple ZITADEL instances on the same cluster</li>
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<li>Integration into internal monitoring and alerting</li>
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<li>Multi-cluster architecture deployments</li>
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<li>DNS, Network and Firewall configuration</li>
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<li>Customer-specific Kubernetes configuration needs</li>
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<li>Non-production environments</li>
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<li>Production deployment</li>
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<li>Application-side coding, configuration, or tuning</li>
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</ul>
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</details>
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## Continuous support
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After the onboarding phase has ended we will provide continuous support according to your subscription.
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We can provide you with continued access to the technical account management in our Enterprise subscriptions.
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@ -10,7 +10,7 @@ This annex of the [Framework Agreement](terms-of-service) and the [Support Servi
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Support Services for products and services provided by ZITADEL is offered to customers according to the terms and conditions outlined in this document.
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The customer may purchase support services from ZITADEL (CAOS Ltd.) directly.
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Last revised: March 15, 2023
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Last revised: October 6, 2023
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## Support Services
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@ -82,7 +82,8 @@ Phone Support | +41 43 215 27 34
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ZITADEL will enhance its support offering by providing eligible clients with a Technical Account Manager (TAM), who will perform the following tasks for up to the specified amount of time per week during the term of service:
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- Provide support and advice regarding best practices on platform, product and configuration covered by the applicable Support Services;
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- Participate in review calls every other week at mutually agreed times addressing customer’s operational issues.
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- Participate in review calls every other week at mutually agreed times addressing customer’s operational challenges or complex support requests;
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- Walk-through of new features and customer feedback.
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We offer TAM services only bundled with specific subscription plans, and the option to add more TAM hours to these plans.
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If you require consulting for your projects, please request a quote via our [website](https://zitadel.com/contact).
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@ -1,36 +0,0 @@
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---
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title: Application Support Trainings
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---
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## ZITADEL DevOps
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In this session your second level support and operations team will gain an understanding on how to extract relevant information for technical support questions and root cause analysis. We will also present our DevOps best practices and answer your questions.
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**Audience**: 2nd Level Support Staff, Operations
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**Duration**: 0.5 day
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**Topics covered**:
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- Event types
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- Database schemas and compute models
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- Accessing database
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- Observability (Logs, Errors, Metrics, Tracing)
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- Operations best practices (Deployment, Backup, Networking etc.)
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- Q&A
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## ZITADEL Administrator
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In this hands-on training your employees will get a complete overview of the system and learn how to configure and use ZITADEL. Your support staff will gain the required knowledge to provide user-support, while your solution owners gain an understanding about integration of clients.
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**Audience**: 1st / 2nd Level Support Staff, Solution Owner, QA Manager (optional)
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**Duration**: 0.5 days
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**Topics covered**:
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- IAM Configuration
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- Walk-though all features
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- Users / Manuals
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- APIs
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- Validation of tokens
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- Client integration best-practices
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- Q&A
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@ -1,30 +0,0 @@
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---
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title: ZITADEL Trainings
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sidebar_label: Introduction
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---
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The following pages describe the the trainings provided by ZITADEL. These trainings are intended for onboarding and during the course of a Support Program.
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Training should be held as block-sessions with the relevant staff from your organization.
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## Onboarding Project
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You receive professional onboarding support from our engineers, who help you to setup and configure ZITADEL on your infrastructure.
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[More information](project)
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## Application Support Trainings
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With the application support trainings we provide the initial knowledge transfer to manage and support ZITADEL. The trainings are held as block-sessions with relevant staff from your organization. Prices are flat-fee, excl. expenses.
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* [ZITADEL DevOps](application#zitadel-devops)
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* [ZITADEL Administrator](application#zitadel-administrator)
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## Recurring Trainings
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While you can benefit from a technical account manager during your term, these trainings are designed to onboard new staff or update staff about larger changes to the platform. Prices are flat-fee, excl. expenses.
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* [ZITADEL Support Refresher](recurring#zitadel-support-refresher)
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* [ZITADEL Support Onboarding](recurring#zitadel-support-onboarding)
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In case you have any questions please [get in touch](https://zitadel.com/contact).
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@ -1,35 +0,0 @@
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---
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title: Onboarding Project
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---
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Effort required during depends on the complexity of your infrastructure and the overall setup. With a Multi-Zone Setup (excl. Multi-Region), support during this phase requires around 10-25h over 2 weeks. Actual effort is based on time and material.
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Scope of the project is agreed on individual basis.
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## In Scope
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- Check prerequisites and architecture
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- Troubleshoot installation and configuration of ZITADEL
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- Troubleshoot and configuration connectivity to the database
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- Functional testing of the ZITADEL instance
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## Out of Scope
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- Running multiple ZITADEL instances on the same cluster
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- Integration into internal monitoring and alerting
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- Multi-cluster architecture deployments
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- DNS, Network and Firewall configuration
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- Customer-specific Kubernetes configuration needs
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- Changes for specific environments
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- Performance testing
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- Production deployment
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- Application-side coding, configuration, or tuning
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- Changes or configuration on assets used in ZITADEL
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- Setting up or maintaining backup storage
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## Prerequisites
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- Running Kubernetes with possibility to deploy to namespaces
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- Inbound and outbound HTTP/2 traffic possible
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- For being able to send SMS, we need a Twilio sender name, SID and an auth token
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- ZITADEL also needs to connect to an email relay of your choice. We need the SMTP host, user and app key as well as the ZITADEL emails sender address and name.
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@ -1,33 +0,0 @@
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---
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title: Recurring Trainings
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---
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## ZITADEL Support Refresher
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In this session you can refresh knowledge about existing and gain experience with new features of ZITADEL to keep the quality of your support high. We recommend an half day training per support staff.
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**Audience**: 1st / 2nd Level Support Staff, Solution Owner, QA Manager (optional)
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**Duration**: 0.5 day / support staff
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**Topics covered**:
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* Walk-through new features
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* Review of difficult support issues
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* Review of customer feedback
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* Q&A
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## ZITADEL Support Onboarding
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In this hands-on training new support staff will get an overview of the system and learn how to configure and use ZITADEL to provide support for users.
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**Audience**: 1st / 2nd Level Support Staff, Solution Owner, QA Manager (optional)
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**Duration**: 0.5 days / support staff
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**Topics covered**:
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* Event types
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* Accessing database
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* Logs and Errors
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* Validation of tokens
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* Walk-through key features
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* Q&A
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@ -425,6 +425,11 @@ module.exports = {
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items: [
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"support/software-release-cycles-support",
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"support/troubleshooting",
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{
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type: 'link',
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label: 'Support Service Descriptions',
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href: '/legal/support-services',
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},
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{
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type: 'category',
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label: "Technical Advisory",
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@ -440,17 +445,6 @@ module.exports = {
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},
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],
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},
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{
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type: "category",
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label: "Trainings",
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collapsed: true,
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items: [
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"support/trainings/introduction",
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"support/trainings/application",
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"support/trainings/recurring",
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"support/trainings/project",
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],
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},
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]
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},
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],
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@ -697,6 +691,7 @@ module.exports = {
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"legal/cloud-service-description",
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"legal/service-level-description",
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"legal/support-services",
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"legal/onboarding-support",
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],
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},
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{
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