Platform Support

Keep the full Sparx Systems Architecture Platform healthy, current, and performing

Platform Support provides ongoing managed support for every component your EA practice depends on: Enterprise Architect, Pro Cloud Server, your repository, Prolaborate, and Kernaro AI. One support partner, one SLA, across the whole stack.

Discuss support requirements See Deploy

The Challenge

Enterprise architecture teams face real friction

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Multiple release cycles, one team

Enterprise Architect, Pro Cloud Server, Prolaborate, and Kernaro AI each ship on their own schedule. Coordinating upgrades across the full stack without specialist support creates real compatibility and downtime risk.

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Cross-component incidents are hard

When something breaks, diagnosing whether the issue sits in PCS, the repository, Prolaborate, or the Kernaro AI layer requires deep specialist knowledge that most internal IT teams do not have.

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Platform knowledge erodes over time

The configuration knowledge built during your Deploy engagement fades without an ongoing support partner. Incidents take longer to resolve, upgrades get deferred, and technical debt accumulates quietly.

What you get

Engagement deliverables

✓ Enterprise Architect version upgrade coordination
✓ Pro Cloud Server administration, patching, and updates
✓ Repository health monitoring and backup verification
✓ Prolaborate configuration and update management
✓ Kernaro AI Hub and Kernaro Assist update management
✓ Incident response with defined SLA tiers
✓ User access and floating license management
✓ Monthly platform health report and review call

Engagement options

Choose the right scope for your organization

Essential

Core health management across the full platform stack

Quarterly version reviews across all components
Incident response (business hours)
Monthly health report
License utilization reporting

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Managed

Full-service management for every platform component

Proactive version management (EA, PCS, Prolaborate, Kernaro)
Incident response (extended hours)
Performance monitoring and alerting
User access and license management
Security patch management
Monthly health review call

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FAQ

Common questions about Platform Support

What does the Sparx Systems Architecture Platform include?

The full platform includes Enterprise Architect (the modeling tool), Pro Cloud Server (the connectivity and web access layer), the EA repository database, Prolaborate (the stakeholder engagement portal), and Kernaro AI (including Kernaro AI Hub and Kernaro Assist). Platform Support covers all of these components.

Is Pro Cloud Server the same as the full platform?

No. Pro Cloud Server is one important component of the Sparx Systems Architecture Platform. It handles connectivity, WebEA access, OSLC services, and API exposure. Platform Support covers PCS in the context of the full stack, alongside EA, the repository, Prolaborate, and Kernaro AI.

Does Platform Support cover Prolaborate?

Yes. Prolaborate is fully in scope. This includes version updates, configuration management, and incident response for the Prolaborate stakeholder portal where it is deployed as part of your platform.

What about Kernaro AI updates?

Kernaro AI Hub and Kernaro Assist are actively developing products with frequent releases. Platform Support includes update management, configuration carry-forward, and advance communication to your team when new releases require changes to your specific deployment.

What SLA tiers are available?

SLA tiers are defined in your service agreement. Essential support provides business-hours response. Managed support extends to evenings and weekends for critical incidents. Specific response times are agreed at contract stage based on your operational requirements.

Do you support on-premises and cloud deployments?

Yes. Platform Support covers the full Sparx Systems Architecture Platform regardless of hosting model: on-premises, Azure VM, AWS, or a managed hosting environment.

Can you take over support for a deployment you did not commission?

Yes. We complete a platform assessment to establish a baseline across all components, identify any existing configuration issues, and then transition into the ongoing support model. The assessment is included in the onboarding process.