Because SaaS instances are deployed on infrastructure owned by Hyperscience, Hyperscience performs much of the maintenance that on-premise / private cloud customers complete themselves.
This article highlights key aspects of the support and services that you can expect as a SaaS customer.
Hyperscience's access to your instance
Our SaaS Privacy and Environment Access Policy states:
No Hyperscience employee will have access to User Interface unless the customer requests it in a support ticket. Any access provided will be immediately revoked upon resolution of the ticket.
By default, no Hyperscience employee has access to the customer’s documents via the Hyperscience UI.
There is a separation between the Customer Experience team and the Infrastructure administrators that can grant log-in access.
We will use Jira to submit and track requests for access. All approvals should be given via Jira, as well.
There are limited circumstances where Hyperscience can access your instance without prior approval, including:
Access to TVE instances during the sales process
Access during the implementation phase of an instance
Access to resolve issues that require an immediate solution (e.g., fixing an input connection that is overloading the system and may bring service down).
In these emergency situations, we will notify you that we accessed the instance, and we will explain the work that was completed and why it was necessary.
Upgrades
Hyperscience will need access to your instances in order to upgrade them.
While Hyperscience manages most steps of the release process, your team will need to assist in the training of models when upgrading to a major version.
To learn more about the upgrades of SaaS instances, see Upgrading SaaS Instances.
Monitoring Hyperscience SaaS service
You can monitor the status of the Hyperscience SaaS service at https://status.hyperscience.net/, allowing you to take any necessary action to meet your organization’s SLAs in the event of an outage. By clicking Subscribe to updates on this page, you can request to have notifications sent via email, Slack, SMS, RSS feed, and more when an incident is created, updated, or resolved.
In addition to the overall status of the service, the page shows the service’s uptime over the past 90 days and a list of recent incidents.
Note that this page does not indicate the health of any specific SaaS deployment. To monitor the health of your individual deployment, see Monitoring system health.
Monitoring system health
The System & Health page (Administration > System & Health) allows you to monitor your system's overall health and performance, including the status of your instance's input and output connections. It also shows the status of any connections configured in your flows’ Database Blocks
Input and output connections
If one of your input or output connections has an issue, the System & Health page will show a warning in the Input Connections, Output Connections, or External Database Blocks card. Hyperscience will take the following steps to resolve the issue:
The system will notify the Hyperscience Support team of the issue, and they will investigate. You do not need to reach out to Hyperscience.
After they investigate, they will let you know whether they can resolve it.
If the Support team can resolve it, they will. They will notify you again when they have resolved the issue.
If you need to take action to resolve the issue, our Support team will tell you what steps to take and guide you through the issue-resolution process.