For customers who have purchased Apigee Expert Services (via ASUs), a question that comes up a lot is what qualifies as Expert Services work versus Apigee's GSC (Global Service Center).
Expert Services is basically purchasing time from an Apigee resource to assist with your program. These are typically used for an Apigee technical resources to help with implementation, review designs, best practice sharing, etc. It is important to note that Apigee Expert Services is for resources only so the resource will be managed by the customer. As such, Expert Services is most efficiently utilized for customers that already have their API program in flight and all the project / code tools established (GitHub, Confluence, JIRA, etc)
If you are an Apigee Expert Service customer and would like to request a resource, this can easily be done through the Apigee Support Portal. When creating a ticket, just mark it as "Expert Services" and an Apigee resource will reach out to you to start the engagement. Alternatively, a customer can also reach out to their assigned Practice Lead to kickstart the process.
Expert Services work often gets confused with the support provided by our Global Service Center since the ticket creation is exactly the same. The following examples should help determine what type of work falls under which category
Expert Services (Examples)
- Assistance with the design / implementation of an API
- Requesting for a resource to review an API design
- Help in performance tuning APIs that have already been developed
- Help in setting up a build process, testing tools, or other code management related activities
- Resolving a code issue / bug for an API that has already been developed
- Installation of Apigee onto a customer's On Prem environment
Apigee GSC (Examples)
- Critical Production Issue
- Issues causing environment instability
- Access to environment logs for troubleshooting
- Request to set up a new environment in the customer org
- Assistance in installing SSL certs in the Apigee Cloud
- Monitoring of environments during a Production release or Performance Load test
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