PLATFORM SERVICES

Expert support for your Sparx EA platform, when you need it

Platform Support keeps your Sparx EA deployment running reliably. Upgrade management, issue resolution, proactive health checks, and direct access to Sparx EA specialists, with ongoing support and defined SLAs.

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THE CHALLENGE

Enterprise architecture teams face real friction

🔒

Platform incidents without SLA coverage

When Pro Cloud Server goes down or WebEA becomes unavailable, your architecture practice stops. Without defined SLA coverage there is no guaranteed response time and no structured escalation path.

⚙️

Version drift across a multi-component stack

Sparx EA, Pro Cloud Server, EA GraphLink, and Kernaro release updates on different cycles. Without active upgrade management, version debt and compatibility risk accumulate without visibility.

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Internal IT carries gaps it cannot fill

Your infrastructure team manages the server. They cannot tune PCS configuration, resolve EA repository connectivity issues, or advise on WebEA authentication. That expertise gap falls on your architects.

WHAT YOU GET

What's included

✓ Named Sparx EA specialist as your primary support contact
✓ Defined SLA response times: 2hr critical, 4hr high, 1 business day standard
✓ Upgrade management across Sparx EA, Pro Cloud Server, EA GraphLink, and Kernaro
✓ Scheduled proactive platform health checks with written reports
✓ Monthly review covering platform status, open tickets, and upcoming changes
✓ Repository database configuration and connectivity support
✓ Access control and user management advisory

THE PROCESS

How it works

Platform onboarding

We document your full stack, configuration, integration architecture, and known issues before support goes live. The onboarding review gives us the depth of knowledge your deployment needs to be supported properly.

Support channel setup

Your named contacts get direct access to a Sparx EA specialist with agreed response SLAs for each severity tier. Critical issues get a two-hour response. Standard queries within one business day.

Proactive health checks

Scheduled reviews of PCS availability, repository integrity, EA GraphLink connectivity, and Kernaro performance. Issues are identified and addressed before they become incidents.

Upgrade management

We coordinate and execute upgrades across your full platform stack. Compatibility testing in a staging environment, coordinated downtime windows, pre- and post-upgrade health checks, and rollback planning.

Monthly review

A structured thirty- to forty-five-minute check-in covering health check findings, ticket patterns, upcoming changes, and licence utilisation. The rhythm that keeps your platform well-managed rather than just reactively fixed.

FAQ

Frequently asked questions

What makes Sparx Services different from other EA support providers?

We specialize exclusively in the Sparx Systems Architecture Platform. Our support team has deep Pro Cloud Server expertise, not general EA consulting knowledge. Response SLAs are specific and defined, and your named specialist knows your deployment before an incident occurs.

Can you take over support for a deployment you did not set up?

Yes. The onboarding process includes a platform assessment that documents your full stack, configuration, and any existing issues. We establish a baseline, identify gaps, and transition into ongoing support regardless of how the environment was originally deployed.

What SLA tiers are available?

SLA tiers are agreed at the proposal stage based on your operational requirements. The standard tiers are 2hr critical, 4hr high, and 1 business day standard. Extended hours coverage for critical incidents is available on request.

Does Platform Support include EA GraphLink and Kernaro?

Yes. Platform Support covers your full stack: Sparx EA, Pro Cloud Server, WebEA, EA GraphLink connectivity, and Kernaro where deployed. Upgrade management and incident response applies across all components.

Is Sparx Services affiliated with Sparx Systems?

No. Sparx Services is an independent consulting practice specializing in Sparx EA and the Sparx Systems Architecture Platform. We have no formal business relationship with Sparx Systems Pty Ltd.