Last Revised: November 28, 2022
Effective Date for Existing Customers: January 1, 2023
KnowledgeLake offers a managed service that provides implementation and proactive care. This service is not included as a standard with the KnowledgeLake cloud platform. This post describes the work performed by the managed SaaS team.
| Managed Services | ||
| Managed Services Description | Daily Batch Process Monitoring & Remediation (for defined use case) | A KnowledgeLake Representative, if granted access, will check in on the status of your processes once daily to look for any anomalies. If the KnowledgeLake Representative finds Capture Services batches in error, they will attempt to correct the issue after investigation. This could include a simple resubmit or contact you directly for more information. The KnowledgeLake Representative will not modify documents or metadata without consulting you first. From 8 am - 5 pm M-F. Central Time |
| Digital Fingerprint Configuration (for defined use case) | If purchased KnowledgeLake will assist with Machine Learning on creating an additional 20 digital fingerprints per year for the defined use case(s). | |
| Robotic Process Automation (RPA) Monitoring & Resolution (for defined use case) | If the KnowledgeLake Representative finds Process Services jobs in error, they will attempt to correct the issue after investigation. This could include a simple resubmit or contact you directly for more information. The KnowledgeLake Representative will not modify documents or metadata without consulting you first. | |
| Unlimited search configurations (for defined use case) | The KnowledgeLake Representative will create unlimited Search Configurations as part of your defined use case. | |
| Tasks Configuration | If purchased KnowledgeLake will assist with Tasks configuration and the creation of 2 Layouts for the defined use case(s) - Each Layout is limited to 5 out of the box Gizmos as well as 5 questions per Q&A Builder Gizmo | |
| Dedicated Client Success Team | You will be assigned a dedicated Support Team that will handle any requests for your account. This KnowledgeLake support team will have knowledge of your implementation, use cases, environment, user groups, etc, and will have authorized access to your SaaS Tenant(s). This will facilitate a faster resolution with your dedicated support team. | |
Account Access
KnowledgeLake will create Apps users for personnel granted privileged access that adheres to a standard naming convention of KnowledgeLake.MSaaS for audit/tracking/ identification purposes. KnowledgeLake will also create an API token created with that user to enable batches in error to be automatically resubmitted.
Terms & Conditions
- KnowledgeLake will manage privileged users (creation and/or deletion) as staffing needs mandate
- KnowledgeLake agrees to revoke privileged access during offboarding events and/or transitions
- KnowledgeLake personnel granted privileged access agree to adhere to established SOC 2 Type 2 controls to maintain security, privacy, and/or confidentiality
- Eligible domains for the Apps User catalog must include knowledgelake.com
- KnowledgeLake agrees to revoke privileged access upon expiration
- Privileged Access may be revoked for KnowledgeLake personnel at any time by the owner of the SaaS tenant without prior notice
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