Nunchi

Stay focus on
what matters

Run mission-critical data engineering solutions confidently with assistance and advices from our team of experts.

Our services

Technical account management

Share your business goals and technical requirements with our team, so we can build the best long-term strategy that's right for your organization.

Implementation services

Let highly skilled product domain experts help you achieve success by simplifying and accelerating the adoption of data engineering solutions starting at the implementation phase.

Enterprise infrastructure

Data architecture can become complex to design, build, and manage. We can lay the foundation for your success through design consultation and infrastructure review.

Support plans

From best practice advice to regular cadences and technical reviews, we will be your advocate, ensuring your teams are set up for long term success with Blacksmith every step of the way.

View support plans

Key benefits

Accelerated onboarding

Nunchi's implementation programs are designed to lead organizations along the success journey. Imparting best practices and resilient data engineering platforms on top of Blacksmith and Nunchi Cloud will get your teams up and running in no time.

Journey management

We drive your journey with Blacksmith, cloud providers, databases, and third-party services. We provide technical and strategic product knowledge, identify project milestones, offer architectural guidance, and conduct regular reviews to help you achieve your goals.

Advocacy & risk assessment

We work closely with your technical and data teams to identify risks early on and recommend resolutions to potential issues that may arise along the way, and to also reflect change based on strategic and technical customer feedback.

Best practice guidance

We set you up for success by providing software and infrastructure best practices based on common use cases and references. We provide regular roadmap updates to ensure you are prepared for the future and can benefit from new features.

Data and product experts

Solution engineers have a wealth of tactical and practical experience with Blacksmith, cloud providers, and the wild data platform. They serve as a trusted advisors during implementation.

Cloud experts

By teaming with us on a project, organizations tap into a deep and wide-ranging skills network to help align business goals to hybrid and multi-cloud data solutions.

Support plans

GoldSilverBronze
Hours of availability
Gold
18 x 7
Silver
9 x 5
Bronze
9 x 5
Severity: Urgent
Gold
Silver
Bronze
First response
Gold
1 business hour
Silver
8 business hours
Bronze
N / A
Resolution
Gold
24 elapsed hours
Silver
24 business hours
Bronze
N / A
Severity: High
Gold
Silver
Bronze
First response
Gold
4 business hours
Silver
16 business hours
Bronze
N / A
Resolution
Gold
3 business days
Silver
5 business days
Bronze
N / A
Severity: Normal
Gold
Silver
Bronze
First response
Gold
8 business hours
Silver
24 business hours
Bronze
N / A
Resolution
Gold
7 business days
Silver
7 business days
Bronze
N / A
Severity: Low
Gold
Silver
Bronze
First response
Gold
24 business hours
Silver
24 business hours
Bronze
24 business hours
Resolution
Gold
Best effort
Silver
Best effort
Bronze
Best effort

Response and resolution times are based on your Service Level Agreement with Nunchi. Please refer to Bronze / Silver / Gold SLA levels.

Nunchi will make reasonable efforts to adhere to the response and resolution times for issues within the scope of its own software.

The following definitions of Severity should be used when opening tickets.

Severity 1 (Urgent): Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility, there is no workaround, and it affects customer's ability to perform its business.

Severity 2 (High): Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is affecting revenue.

Severity 3 (Normal): Any error reported by the customer where the majority of users for a particular part of the software are affected, the error has high visibility, a workaround is available; however, performance may be degraded or functions limited and it is NOT affecting revenue.

Severity 4 (Low): Any error reported by the customer where a single user is severely affected or completely inoperable or a small percentage of users are moderately affected or partially inoperable and the error has limited business impact.