PlayPrime provides comprehensive technical support for customers deploying workloads on Amazon Elastic Kubernetes Service (EKS), irrespective of the underlying processor architecture. Whether utilizing AWS Graviton-based EC2 instances or traditional x86-based platforms, customers receive consistent and exceptional support, ensuring reliable deployments and operational excellence.

Uniform Support Across Architectures and Kubernetes Environments
PlayPrime’s support infrastructure is optimized to deliver consistent, high-quality assistance across all Kubernetes-based deployments on Amazon EKS. Customers receive identical resources, response times, and expertise regardless of the processor architecture, ensuring seamless support interactions and stable Kubernetes operations.

Comprehensive Technical Support Channels
PlayPrime offers diverse support channels designed for convenient and effective issue resolution:

• 24/7 Email and Ticketing Support: Technical experts are continuously available, ensuring prompt issue identification and resolution.
• Dedicated Technical Account Managers: Enterprise clients benefit from personalized support, proactive monitoring, regular operational reviews, and strategic Kubernetes optimization consultations.
• Extensive Knowledge Base and Documentation: Regularly updated documentation includes deployment guides, troubleshooting Kubernetes workloads, and comprehensive FAQs.
• Direct Telephone Support: Enterprise customers have access to immediate technical assistance via dedicated phone support.
• Community Forums: A moderated community platform provides peer-to-peer support, assisted by certified PlayPrime Kubernetes specialists.

Defined Service Level Agreements (SLAs)
PlayPrime enforces rigorous Service Level Agreements tailored specifically for Kubernetes environments:

• Severity Level 1 (Critical): Response within 1 hour with immediate engagement towards resolution or a practical workaround.
• Severity Level 2 (High): Response within 4 hours, ensuring prioritized analysis and resolution efforts.
• Severity Level 3 (Medium): Response within 12 hours, providing consistent updates and clear escalation processes.
• Severity Level 4 (Low): Response within 24 hours, including scheduled follow-ups for comprehensive issue closure.

Expert Kubernetes Technical Team
PlayPrime’s support team includes highly skilled specialists extensively trained in Amazon EKS and Kubernetes best practices, across various architectures including AWS Graviton and traditional platforms. Continuous training and certifications ensure that the team remains updated on advancements in Kubernetes management and AWS infrastructure.

Proactive Operational Monitoring and Maintenance
Utilizing advanced Kubernetes-focused monitoring tools integrated with AWS CloudWatch and Prometheus, PlayPrime proactively identifies and addresses potential issues before they impact customer workloads. Real-time analytics and automated alerts enable the support team to swiftly remediate emerging issues, significantly minimizing disruption and enhancing operational stability.

Detailed Support Reporting and Transparency
Customers have complete access to transparent and detailed support records, including incident logs, response times, remedial actions, and comprehensive follow-up recommendations. This transparency ensures full visibility and confidence throughout the entire support engagement.

Commitment to Customer Satisfaction
PlayPrime emphasizes continuous improvement and customer satisfaction through routine customer feedback, satisfaction surveys, and rigorous internal quality audits. Insights obtained from customer interactions actively shape support processes, continuously enhancing service delivery and overall customer experience.

Evidence of Comprehensive EKS Support Commitment
PlayPrime guarantees full, unwavering technical support for all deployments utilizing Amazon EKS, irrespective of the processor architecture. Support resources, documentation, incident records, and relevant technical details are consistently maintained and accessible within each customer’s dedicated support portal, ensuring clarity, reliability, and confidence for all EKS deployments.