Specific Conditions
Any Professional Services (PS) & Training contracted with Avantra are subject to Avantra Training & Professional Services Terms: https://avantra.com/tca.
Avantra Professional Services are purchased based on the quantity of credits specified in this order only. For the avoidance of doubt, please note that Avantra Professional Services do not guarantee specific outcomes or deliverables.
All purchased service credits must be consumed within twelve (12) months from the effective date of this order form, defined as the date of signature by both parties. Any unused credits remaining after this period will expire automatically and are non-refundable, unless otherwise agreed to in writing by both parties.
Avantra is allowed to subcontract part or the entire execution of the work.
This engagement is based on a credit consumption model. The following service categories and corresponding credit charges apply:
Enablement Services
These are foundational services designed to onboard, educate, and empower the customer team for effective use of our platform and capabilities.
Credit Rate: 1.75 credits per hour of service
Expert Services
These services provide deep technical or strategic expertise to support advanced use cases, or complex solution design which may require custom coding.
Credit Rate: 2.5 credits per hour of service
Credits will be deducted from the customer’s balance based on the type and volume of services consumed. All services will be logged and tracked for transparency.
A detailed table listing example activities categorized as Enablement or Expert Services is provided in Appendix 1 to this order form.
Appendix 1: Tasks Contemplated by Professional Services Credits
| Service Name | Deliverables Description | Service Rate |
|---|---|---|
| Implementation planning | System sizing, architecture, network, users & roles, timeline planning, resource identification & best practice. | Enablement |
| Avantra server setup | Setup of Avantra server on your premises. Consulting for network setup (usage of Avantra gateways, internal firewall) | Enablement |
| Active directory/SAML/MFA configuration | Support integrating to Active directory and/or SAML or use built-in MFA | Enablement |
| Setup first SAP landscape | Consulting and guidance for setup of first SAP landscape. Rolling out Avantra agent, fix issues with SAP instance detection, assist with setting up SAP users, assist with importing the transports, and finally include on Avantra server | Enablement |
| Setup first SAP BTP landscape | Consulting and guidance for setup of first SAP BTP landscape. Setup out remote access, fix issues with service enumeration, assist with setting up BTP users | Enablement |
| Ongoing rollout support | Advisory and troubleshooting | Enablement |
| Monitoring standard configuration | Introduce system selectors, monitoring parameters sets and monitoring switch, maintenance windows | Enablement |
| Notification management basics | Setup of notification actions and basic customisation | Enablement |
| Notification management advanced * | Integration to an existing (one) ITSM/ITOM solution such as ServiceNow or JIRA. Bi-direction and leveraging advanced business logic using scripted output channels | Expert |
| Business services | Introduction to business services. Consulting and guidance to setup business services | Enablement |
| Dashboard basics | Setup dashboard basics, such as observability overview or system overview (automation edition) | Enablement |
| Dashboard advanced | Setup of more advanced dashboards, sharing, automation dashlets | Enablement |
| Service level reports | Customising and configuration, service level agreement and report setup and usage | Enablement |
| Service level report template | White labeling the service level report. Including cover and header image, change of fonts | Enablement |
| No-code custom checks | General introduction to custom checks, how to use the template library, configuration of custom checks | Enablement |
| Low-code custom checks * | How to code low-code custom checks including leveraging AI. Introducing custom monitoring parameters and custom performance data. Building or demo of 2 low-code custom checks, up to ~100 lines of code. |
Expert |
| Usage and customisation of automation add-ins | Build automation workflows based on add-ins. Combine add-ins like start/stop on multiple systems. | Enablement |
| Ansible integration | Calling an existing Ansible playbook. Create Ansible playbook in Avantra | Expert |
| Standard training package | General day to day usage of Avantra for observe or run automation users | Enablement |
| Advanced training package | Coding in Avantra JS, custom checks and workflows | Expert |
| Extending observations – Business services | Guidance for custom checks (recap and intensify), composite checks and business services. Building of max. 3 business services or composite checks. |
Enablement |
| Extending observations – External checks | Guidance for using external checks. Demo how to work with external check using command line, API, and server side scripting. | Enablement |
| Using Avantra add-ins workflows | Guidance, customisation and first run of add-ins workflow (except system refresh and certificate update) | Enablement |
| Using Avantra system refresh workflow | Guidance, customisation and first run of system refresh workflow (QA → PRD) | Expert |
| Using Avantra certificate update workflow * | Guidance, customisation of certificate update workflow for up to 5 systems (either ABAP or web dispatcher) Documentation of API or command line access of certificate authority required or semi-automated solution is provided. |
Expert |
| Building of own workflows based on add-ins workflow or steps | No code building of workflows by combining existing workflows or workflow steps | Enablement |
| Creating Automations: introduction to scripting | Introduction to Avantra JS and the API, how to write steps for the step library. Differentiation between server side and agent scripting. Going through an example for server side scripting (looping over checks) and agent based OS scripting. | Enablement |
| Git integration of own custom checks and automation workflows | Setup of one GIT integration (compatibility with JGIT is required) | Enablement |
| Building of agent based workflow step * | Using Avantra JS code | Expert |
| Building of server based workflow steps for automation * | Server based scripting to call Avantra workflow. How to use the Avantra inventory and checks to drive automation workflows. | Expert |
| Building of server based workflow step to work with external checks * | Server based scripting to call external API or command line tool to integrate external checks | Expert |
| Calling automation workflows over the API | Integration of automation to be called via API from 3rd party solution such as ServiceNow | Expert |
* Important: the objective of automation must be technically feasible and reasonably achievable. For example, Avantra services can only operate at arm’s length leveraging usable API’s or command line tools; we cannot automate legacy technology that was not designed to be automated.