Do you know what "the cloud" is? Turns out there are a lot of definitions out there, according to Consona (News - Alert). "There are a number of, well, nebulous, definitions of the cloud out there,” say Consona officials. With this in mind, let us fully explain our cloud offering and how it works.”

Company officials say they consider the Consona Cloud "a full-service, end-to-end offering." To break it down, they explain what that entails: They use Amazon Web Services (News - Alert) EC2 and S3 "to offer you pieces of the puzzle. As such, the server infrastructure and platform in our cloud deployment is from Amazon. Based on this partnership, we are essentially able to offer our software applications 'as a service' via the Internet."

In case you were wondering, their customers aren’t contacting Amazon with issues. "They’re working directly with Consona and taking advantage of our combined Amazon infrastructure and application expertise via a set of services and support, including infrastructure and application maintenance services," company officials say. Those services include identification and authentication, information security, system and network security, software and data integrity, monitoring controls, software development and implementation and operational maintenance tasks.

In fact, company officials say, Consona’s application maintenance services "start with our platinum support offering and end with a range of included, value-added services." Some of Consona’s application maintenance services include:

Platinum Support: Guaranteed response times; 24/7/365 support hours and support portal access; access to computer-based training; and hot fix and MR installations.

Annual Health Checks: "Work with one of our consultants to examine the alignment of your business processes with your existing system configuration."

Customization Support: Receive help with system configuration, as well as documentation around changes, including UCW modifications, report creation, developing process scripts and business rules, knowledge authoring, guided search tuning, administering and maintaining custom code, and more.

Administration Services: Receive help with administrative functions, including user admin, product admin, reference fields, surveys, universal metadata, and more.

Application Maintenance: Allow Consona to conduct application maintenance processes, including flushing the database, clearing logs, resource monitoring, and adding infrastructure as appropriate. 

In October, TMC's (News - Alert) Nathesh wrote that Consona released the version 6.6 of the Consona Live Assistance. Tools included in Consona’s Live Assistance include Web collaboration, e-mail, live chat, and phone support interfaces provide support technicians with multi-channel consistency across all assisted service channels to resolve common end-user problems.

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