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CI Synchronizer Extended Implementation and Ongoing Support Plans

CI Synchronizer (CI Sync) is a near-turnkey solution that enables customers to self-setup and perform initial data synchronisation in a matter of hours.

While setting up CI Sync and data synchronisation is straightforward, the data itself — along with each organisation’s unique CMDB requirements — are often quite complex. Even seemingly simple topics, such as determining and representing the location of IT Assets in the CMDB, require considerable analysis to ensure the integrated data aligns with customer expectations.

For customers needing additional assistance beyond what’s included in the subscription fee, Syncfish offers Extended Implementation and Ongoing Support Plans to deliver more complex requirements.

Key Benefits of the Paid Plans

Subject to individual plan, Syncfish Extended Implementation and Ongoing Support Plans offer the following key benefits:

Setup and Early Synchronization Assistance

Gain access to Syncfish experts who can join audio and video calls for hands-on support and guidance.

Expert-Led Data Synchronisation Rule Support

Syncfish experts will collaborate with you to understand your detailed data & CMDB requirements to assist with either Default Data Synchronization Rule overrides, or to implement Custom Data Synchronization Rules.

ServiceNow & CMDB Expert Consultancy

Leverage one full day per annum of Syncfish expert consultancy for ServiceNow & CMDB advice, including configuration assistance and strategic guidance.

Dedicated Customer Success Manager

Partner with a dedicated Customer Success Manager (CSM) to maximise your investment in CMDB automation and ensure your feedback informs the CI Sync product roadmap.

Extended Support Hours and Times

Benefit from extended support hours and accelerated response and resolution times.

Support Plan Inclusions & Comparison Table

Scroll left and right to view the whole table.

Inclusions

Free Plan

Bronze Plan

Silver Plan

Gold Plan

CI Sync Setup Support

Setup support via self-services

Setup support via email (support mailbox)

Setup support via audio/video call with Syncfish SME

Early Synchronization Assistance and Configuration of Data Sync Rules

Early sync assistance via email

Early sync assistance via Teams Call with Syncfish SMEs

Default Data Sync Rule overrides via Self-Service

Default Data Sync Rules overrides assisted by Syncfish SMEs via Teams Call

1 familiarisation call

5 guided calls per annum

10 guided calls per annum

Implementation of Custom Data Sync Rules

5 per annum

10 per annum

ITSM, ITIL or ITAM Consultancy

ITSM, ITIL, CMDB, Asset Management (etc) consulting days

1 day 1

Customer Success Engagement

Dedicated Customer Success Manager (CSM)

Support Channels

Self-Service Portal Knowledgebase

Email (Support mailbox)

Teams Call with Syncfish SMEs

Support Hours & Coverage

Mon-Fri 9am-5pm AEST

Mon-Sun 8am-9pm AEST

Response Targets

Low severity

Reasonable efforts

Reasonable efforts

5 days

3 days

Medium severity

Reasonable efforts

Reasonable efforts

3 days

2 days

High severity

Reasonable efforts

Reasonable efforts

2 days

1 day

Resolution Targets 2

Low severity

Reasonable efforts

Reasonable efforts

Reasonable efforts

5 days

Medium severity

Reasonable efforts

Reasonable efforts

Reasonable efforts

5 days

High severity

Reasonable efforts

Reasonable efforts

Reasonable efforts

3 days

  1. Up to 1 day (8 hours) of expert consulting per annum. Time does not accrue between years.

  2. Resolution Targets commence following response by Syncfish to a Valid Support Request.

Data Sync Rules - Self-Service Overrides vs Custom Rules

Data Sync Rules Available for Override using CI Sync Connection Settings

Some data synchronization rules can be overridden via self-service using the Connection Settings feature within the CI Sync User Interface. The use of Connection Settings does not require a Syncfish Extended Implementation and Support Plan, unless customers want assistance to learn about and/or have Syncfish make the setting changes on their behalf.

A Syncfish Bronze Support Plan is required for customers wanting a Syncfish SME conduct a familiarisation call on this topic (i.e. assistance beyond the published documentation about the Default Rules and using Connection Settings to modify the behaviour of those rules).

A Syncfish Silver or Gold Support Plan is required for customers wanting a Syncfish SME to discuss their data/business requirements and make the Connection Setting changes on their behalf.

Data Sync Rules that Require Custom Development

Data sync rules that cannot be modified via self-service (using Connection Settings) require custom development by Syncfish SMEs. 

Implementation of Custom Data Sync Rules require either a Silver or Gold Extended Implementation and Support Plan.

Where to find a comprehensive list of Data Sync Rules in each of the above categories

Please visit the Syncfish Support Portal here to see which rules fit into which category to determine which Syncfish Extended Implementation and Support Plan is right for now (taking into account the limits shown in the table above for the quantity of calls/changes per subscription year).

Find out more

Talk with us to find discover CI Synchronizer, the available connectors and the services we offer to help you achieve CMDB excellence.

Book a Demo

Schedule a demo. See up close how CI Synchronizer works and how quickly you can start syncronising your IT Asset data into your CMDB.

Request a Trial

Syncfish offers customers the chance to trial CI Synchronizer. Contact Sales or book a demo to find out how to get setup with a trial.