At Dispel, our Customer Success Services are designed to empower you at every step of your journey with us. We are committed to delivering exceptional support, strategic guidance, and tailored solutions that ensure you achieve your business objectives and realize the full value of our platform. Whether you're onboarding, scaling operations, or optimizing performance, our dedicated Customer Success team partners with you to drive measurable outcomes, maximize ROI, and build long-term success. This document outlines the key services, engagement models, and support structures available to help you thrive.
At Dispel there are 4 types of Services, broken into two categories: Customer Success & Technical Support.
Service Type | Service Category | Description |
Implementation | Customer Success | Tasks related to setting up, configuring, and deploying the Secure Remote Platform and associated infrastructure. |
Customer Success | Customer Success | Tasks focused on end-user onboarding, training, troubleshooting, and customer communication to ensure a smooth user experience. |
Maintenance | Customer Success | Activities related to the ongoing upkeep and functionality of the Secure Remote Platform, including bug fixes and routine updates. Bug fixes or vulnerabilities that create a technical incident fall into the Technical Support category rather than the Maintenance Category |
Technical Support | Technical Support | Advanced troubleshooting and issue resolution for technical escalations, as well as maintaining infrastructure health and stability.
Support for Technical Incidents is not covered within the scope of this document and is instead governed by Dispel's SLA with any specific customer. Dispel's general SLA can be found here: https://legal.dispel.com/support/support-policy |
During a standard Dispel deployment, there are certain Customer Success Tasks (CSTs) and actions that require the customer to purchase "Service Hours" while others are included at no additional cost. The tables below reviews each in detail:
Customer Success Tasks that require Service Hours
Cat. | CST Name | Description | Hours Est. |
Acc | Training | Customers may use Service Hours to provide training for several types of users:
Training is available virtually or onsite. When onsite training is requested, a minimum of 24 consecutive hours + Travel is required. Virtual training hours may be consumed in 30-minute increments. | Minimum 1 Hour |
Imp | Facility Implementation | Facility onboarding services fall into two standard packs:
These packs cover Wicket Implementation, site acceptance, end to end connectivity testing, and training for administrators. |
|
VDI | VDI Customization | Provide imaging services for a customer after they have installed any needed applications or updated local policy/security settings.
A standard service hour can be used to process up to 4 VDI images simultaneously. | Minimum1 Hour |
VDI | VDI Full Customization | VDI customization wherein Dispel installs and configures customer specified applications or configurations. | Subject to scope
Minimum 4 hours |
Infra | On-Prem Deployment | Deploy and configure Dispel's platform within the customer's on-premises infrastructure.
This includes installing necessary hardware or virtual appliances, integrating with existing network systems, and ensuring secure, optimized connectivity across the organization's environment. The deployment will be tailored to meet the customer's specific performance, security, and compliance requirements. | Subject to scope
Minimum 40 Hours |
Infra | Data Streaming | Dispel can configure individual Data Streams for a customer on an hourly basis. The customer must have Data Streaming enabled and they must provide Dispel with a CSV of sources and destinations for Data Streaming. Dispel technicians can process several data streams within one hour of service work and can provide an hourly estimate upon receipt of the CSV.
Customers may also configure Data Streams by following the instructions provided by their Dispel services team. | Subject to scope
Minimum1 Hour |
Int | Syslog Forwarding | Provided Dispel performs forwarding from Region/Wicket infrastructure to one of our registered SIEM integrations, Dispel will configure this forwarding at no additional cost.
Integration Service Hours will be required if the customer asks Dispel to customize the format of Syslog forwarding or if they wish to have Dashboard activity logs forwarded to their SIEM. | Subject to scope
Standard 0 Hours
Minimum Custom 29 Hours |
Int. | Standard Integration | Standard integration services, specific tooling for a given integration will defined by architecture team during scoping. Integrations carry an annual maintenance fee of 20% of the initial integration costs. | Subject to scope
Minimum 29 Hours |
Infra | Wicket Setup or Reconfig. | Generally included within implementation service packs, Service Hours can be used to perform additional Wicket installation or configuration services such as:
| Subject to scope
Minimum 1 Hour |
Customer Success Tasks that are Included by Default
Category | CST Name | Description |
Account | Customer Touchpoints | During standard operations with the Dispel platform, we schedule regular touchpoints with customers based upon the following phases:
Phase 1: Ramp up | Weekly/biweekly Phase 2: Stabilization | biweekly/monthly Phase 3: Steady | monthly/quarterly
Touchpoints are used to provide casual re-training to key administrators and to review the current deployment to ensure key value drivers are being properly met. |
Account | Creation of Customer's Organization | Dispel will create the customer's organization and onboard key administrator accounts at no additional cost. |
Infra | Integration with a customer's Private Cloud Tenant | Services associated with implementing Dispel within a customer's private cloud environment are included within the recurring platform costs associated with Dispel's Private Engine deployment type. |
Infra | Deployment of the Dispel Region | Services involved with deploying a Dispel Region within a customer-chosen Data Center are included within the annual recurring cost of that Region.
This task involves the provisioning and configuring the SD-WAN components to establish secure, resilient, and efficient network connectivity across the customer's distributed OT or IT environments. |
Infra | Routing Reconfiguration | Dispel will provide routing reconfiguration changes as customers add additional zones to the scope of their remote access deployment. |
Infra | Wicket ISO Generation | Dispel provides custom Wicket ISO files for customer deployments at no additional service charge. |
Infra | Setup of Recording Server | Services involved with setup of recording servers are included within the annual recurring cost for regcording servers. |
Infra | Recording Storage - | Services involved with extending a recording server by 512 GB are included within the annual recurring cost of that storage. |
VDI | Enable Bastion Links | Dispel will enable bastion links for connections to Virtual Desktops upon customer request, provided Bastion has been included in the customer's contract. |
VDI | VDI Inactivity Timeout Configuration | VDIs may be configured to automatically delete after a period of inactivity. This can be implemented for a customer on an organization-basis upon request at no additional charge. |
Infra | Data Streaming | Services involved with enabling Data Streaming within deployed Wickets are included within the annual recurring cost of Dispel's Data Streaming product line.
Implement and configure Dispel's data streaming capabilities to facilitate secure, real-time transmission of operational, diagnostic, and system data between industrial assets and cloud environments. This includes setting up bidirectional or unidirectional data flows tailored to the customer's requirements, such as transmitting vibration data for equipment monitoring, exporting logs and reports, enabling offsite diagnostics, and automating patch management processes. The deployment ensures seamless integration with existing infrastructure while adhering to security and compliance standards. |