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docs(legal): onboarding support services (#6665)
* docs(legal): onboarding support services * remove trainings, outline * wip * finish * call to action * Apply suggestions from code review Co-authored-by: Florian Forster <[email protected]> --------- Co-authored-by: Florian Forster <[email protected]>
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Florian Forster
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title: Application Support Trainings
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## ZITADEL DevOps
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In this session your second level support and operations team will gain an understanding on how to extract relevant information for technical support questions and root cause analysis. We will also present our DevOps best practices and answer your questions.
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**Audience**: 2nd Level Support Staff, Operations
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**Duration**: 0.5 day
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**Topics covered**:
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- Event types
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- Database schemas and compute models
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- Accessing database
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- Observability (Logs, Errors, Metrics, Tracing)
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- Operations best practices (Deployment, Backup, Networking etc.)
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- Q&A
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## ZITADEL Administrator
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In this hands-on training your employees will get a complete overview of the system and learn how to configure and use ZITADEL. Your support staff will gain the required knowledge to provide user-support, while your solution owners gain an understanding about integration of clients.
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**Audience**: 1st / 2nd Level Support Staff, Solution Owner, QA Manager (optional)
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**Duration**: 0.5 days
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**Topics covered**:
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- IAM Configuration
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- Walk-though all features
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- Users / Manuals
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- APIs
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- Validation of tokens
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- Client integration best-practices
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- Q&A
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---
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title: ZITADEL Trainings
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sidebar_label: Introduction
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---
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The following pages describe the the trainings provided by ZITADEL. These trainings are intended for onboarding and during the course of a Support Program.
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Training should be held as block-sessions with the relevant staff from your organization.
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## Onboarding Project
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You receive professional onboarding support from our engineers, who help you to setup and configure ZITADEL on your infrastructure.
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[More information](project)
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## Application Support Trainings
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With the application support trainings we provide the initial knowledge transfer to manage and support ZITADEL. The trainings are held as block-sessions with relevant staff from your organization. Prices are flat-fee, excl. expenses.
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* [ZITADEL DevOps](application#zitadel-devops)
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* [ZITADEL Administrator](application#zitadel-administrator)
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## Recurring Trainings
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While you can benefit from a technical account manager during your term, these trainings are designed to onboard new staff or update staff about larger changes to the platform. Prices are flat-fee, excl. expenses.
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* [ZITADEL Support Refresher](recurring#zitadel-support-refresher)
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* [ZITADEL Support Onboarding](recurring#zitadel-support-onboarding)
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In case you have any questions please [get in touch](https://zitadel.com/contact).
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title: Onboarding Project
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---
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Effort required during depends on the complexity of your infrastructure and the overall setup. With a Multi-Zone Setup (excl. Multi-Region), support during this phase requires around 10-25h over 2 weeks. Actual effort is based on time and material.
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Scope of the project is agreed on individual basis.
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## In Scope
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- Check prerequisites and architecture
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- Troubleshoot installation and configuration of ZITADEL
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- Troubleshoot and configuration connectivity to the database
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- Functional testing of the ZITADEL instance
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## Out of Scope
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- Running multiple ZITADEL instances on the same cluster
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- Integration into internal monitoring and alerting
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- Multi-cluster architecture deployments
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- DNS, Network and Firewall configuration
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- Customer-specific Kubernetes configuration needs
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- Changes for specific environments
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- Performance testing
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- Production deployment
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- Application-side coding, configuration, or tuning
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- Changes or configuration on assets used in ZITADEL
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- Setting up or maintaining backup storage
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## Prerequisites
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- Running Kubernetes with possibility to deploy to namespaces
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- Inbound and outbound HTTP/2 traffic possible
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- For being able to send SMS, we need a Twilio sender name, SID and an auth token
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- ZITADEL also needs to connect to an email relay of your choice. We need the SMTP host, user and app key as well as the ZITADEL emails sender address and name.
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---
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title: Recurring Trainings
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---
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## ZITADEL Support Refresher
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In this session you can refresh knowledge about existing and gain experience with new features of ZITADEL to keep the quality of your support high. We recommend an half day training per support staff.
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**Audience**: 1st / 2nd Level Support Staff, Solution Owner, QA Manager (optional)
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**Duration**: 0.5 day / support staff
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**Topics covered**:
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* Walk-through new features
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* Review of difficult support issues
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* Review of customer feedback
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* Q&A
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## ZITADEL Support Onboarding
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In this hands-on training new support staff will get an overview of the system and learn how to configure and use ZITADEL to provide support for users.
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**Audience**: 1st / 2nd Level Support Staff, Solution Owner, QA Manager (optional)
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**Duration**: 0.5 days / support staff
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**Topics covered**:
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* Event types
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* Accessing database
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* Logs and Errors
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* Validation of tokens
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* Walk-through key features
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* Q&A
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