Tricise Service Tiers
for Automic Automation
The Tricise Service Tiers give every Tricise Automic customer in the DACH region a clearly defined service model — from licensing through daily operations to fully-managed SaaS in the EU cloud. One partner across the entire Automic lifecycle.
A license alone doesn't deliver stable operations
Automic Automation is powerful — but the operational complexity keeps growing: support gaps, end-of-service versions, manual object transports, and know-how stuck with individuals are the typical failure modes. Without dedicated expertise, the operational risk far exceeds the license cost.
That's why we built the Tricise Service Tiers — to bundle support, tooling, training, and operations under one structured model. The Tricise Service Tiers replace fragmented add-ons with three clearly defined editions: Silver, Gold, and Platinum. One partner across the full Automic lifecycle.
→ Live walkthrough & Q&A: Tricise Service Tiers Webinar on 16 June 2026 with Günther Flamm & Dierk Senholdt.
Silver Edition
The new Tricise standard — automatically included from Q3 2026 for every Automic license customer in the DACH region, at no extra cost.
The Silver Edition is the entry level of the Tricise Service Tiers — included at no extra cost for every Tricise Automic customer in the DACH region from Q3 2026 onward. It creates a solid foundation for operating your Broadcom Automic environment: 24/7 Level 1 product support, structured incident and escalation management, a Single Point of Contact who knows your environment, Advanced Support for the most recent major version that went EOS, plus Tricise's own tools (3C Release Manager Light Edition, Automic Action-Packs) and a Tricise University Flat · Tier 0 account with 1 user — self-study and instructor-led courses included.
Single Point of Contact for everything Automic
As a Silver customer, you get one dedicated contact at Tricise for automation questions and incidents — no anonymous hotline, no ticket ping-pong. The team is available 24/7 and handles communication with Broadcom engineering as well as escalation management for complex software issues.
Single Point of Contact
A fixed contact at Tricise who knows your environment — on every call, on every ticket.
24/7 product support (L1)
L1 availability around the clock with structured incident management. Every ticket is picked up, classified, and routed to resolution.
Incident & ticket management
A structured incident process with a dedicated ticketing system. Full transparency on status, SLA, and history — accessible to you and your team at any time.
Escalation management
For complex software issues, direct escalation to Broadcom engineering. As a strategic partner, we have a direct line to the product team — no queues.
Support where Broadcom stops
End-of-Service versions are a reality in many environments. Instead of leaving you on your own, the Silver Edition includes genuine Advanced Support EOS — covering the most recent major version that went EOS. So you stay protected even during upgrade cycles.
What Advanced Support actually means
End of Maintenance: No code changes or bug fixes from the vendor, but support is still provided. End of Support (EOS): Vendor support ends — the product is officially end-of-life.
Tricise Advanced Support keeps going: Root-cause analysis by our L1 team for the most recent major version that went EOS. The goal: get the system operational again — through existing hotfixes or workarounds.
- Root-cause analysis for the most recent major version that went EOS
- Existing hotfixes and workarounds are made available — without guarantees of new fixes
- No development of fixes for EOS versions — bug resolution exclusively in maintained engine versions
- Stay protected during upgrade cycles without being forced into rushed migrations
Transparency & productivity through proprietary tools
Silver customers get free access to tools developed by Tricise for Automic. These tools go beyond the standard Automic feature set and close well-known gaps in day-to-day operations.
The lightweight variant of the 3C Release Manager with core functions for object management and deployment.
- Core object management and deployment functions
- Diff function for objects, workflows and environments (DEV ↔ PROD)
- Automated and scheduled snapshots
- Full traceability for compliance and audit requirements
Tricise Automic Action-Packs
Ready-made workflow building blocks for Automic — directly available as a download.
- Automation Forecast
- Automation Utility (DB maintenance)
- Automation CLI (object management via Java API)
- Automation Office 365 (SharePoint)
Certified training for your team
Tricise University is the leading platform for training and certification in Automic Automation. As Broadcom's largest official partner, we offer both self-study and instructor-led courses — developed by certified experts and based on real customer scenarios.
Tricise University Flat · Tier 0
Silver includes a Tricise University Flat · Tier 0 account: 1 user with access to self-study and instructor-led courses.
All courses are on-demand, fully self-study capable, and include a certified final exam with a personal certificate.
- Self-study and instructor-led courses included
- Chapter-based structure with videos, exercises, and knowledge checks
- Access to course updates during the full duration
- Real-world scenarios instead of pure theory
When you operate Automic in-house
An in-house ops team with standard requirements and support needs
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You operate Automic yourself and need a reliable support foundation with escalation paths into Broadcom — at no extra cost.
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Your team has Automic know-how but wants structured support for complex incidents and a Single Point of Contact.
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Compliance & audit readiness matter — the 3C Release Manager Light Edition gives you the required transparency.
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You invest in upskilling your internal team — including Tricise University Flat · Tier 0 access.
Want to dive deeper into Silver Edition?
Free, no-obligation consultation — we'll show you which features are most relevant for your environment.
Gold Edition
We run your Automic. Tricise takes over administration and monitoring on your infrastructure — proactive operations, agent management, and database optimization.
The Gold Edition is the managed operations level of the Tricise Service Tiers. It builds on Silver and adds full operations by Tricise experts: within the Tricise Service Tiers, Gold is the first level where Tricise actively takes over AMS Infrastructure — administration, monitoring, agent management, and database optimization of your Automic infrastructure — during business hours. Gold also adds a one-off Automic Health-Check and raises learning access to Tricise University Flat · Tier 1 with 5 users. Three AMS add-ons are bookable on top: the AMS Infrastructure 24/7 extension, AMS Operations & Monitoring (functional job monitoring), and AMS Design Services. The 3C Release Manager stays at Light Edition in Gold — the full Release Manager is reserved for Platinum.
Administration & monitoring of your Automic infrastructure
Tricise actively takes over administration and monitoring of the Automic infrastructure during operating hours Monday–Friday, 8 AM–5 PM (CET/CEST). Proactive monitoring, agent management, and database optimization — your platform runs the way an internal ops team would run it.
Proactive infrastructure monitoring
Proactive monitoring of all relevant server and system processes — you hear about issues before they reach your operations.
Agent management
Installation, configuration, and lifecycle management of agents — including patch and version management across your entire agent landscape.
Database optimization
Monitoring and optimization of database performance as well as regular reorganization of the Automic database.
Coverage: Mon–Fri 8 AM–5 PM
The included scope of AMS Infrastructure in Gold. For round-the-clock coverage, the AMS Infrastructure 24/7 extension can be booked on top (see Section 02 below) — or move to Platinum, where 24/7 is included by default.
Three AMS add-ons — optionally bookable on top of Gold
Beyond the included AMS Infrastructure scope (Mon–Fri 8 AM–5 PM), three AMS add-ons can be booked on top in Gold. Silver has no AMS foundation, so AMS add-ons are not available there. In Platinum, the AMS Infrastructure 24/7 extension is already included — the other two add-ons remain bookable.
AMS Infrastructure 24/7 extension Add-on
Extends the included AMS Infrastructure scope from business hours (Mon–Fri 8 AM–5 PM) to 24/7 coverage — the same level of technical platform care that is included by default in Platinum.
AMS Operations & Monitoring Add-on
Functional job monitoring. Tricise watches the business jobs running in Automic — not the technical server / database layer (that's AMS Infrastructure). When a critical job fails, runs late, or produces an unexpected result, the AMS team picks it up.
AMS Design Services Add-on
On-demand workflow design and implementation by certified Tricise experts. Build out new automations without internal capacity constraints.
- AMS Infrastructure 24/7 extension: optionally bookable in Gold (already included by default in Platinum)
- AMS Operations & Monitoring: optionally bookable in Gold and Platinum
- AMS Design Services: optionally bookable in Gold and Platinum
A complete look at the state of your environment
A one-off Automic Health-Check is included with Gold: a comprehensive system analysis of your Automic environment, delivered with a written report and concrete recommendations on performance, stability, and configuration hygiene.
System analysis, report, recommendations
The Health-Check is a structured engagement: our team analyzes engine, database, agents, and configuration, then delivers a written report with prioritized findings.
Included as a one-off deliverable in Gold — exclusive to this tier within the Tricise Service Tiers.
- Comprehensive system analysis covering engine, database, agents, and configuration
- Written report with concrete findings and prioritized recommendations
- Focus on performance, stability, and configuration hygiene
- One-off engagement, included as part of the Gold tier
Tricise University Flat · Tier 1 (5 users)
Gold raises learning access to Tricise University Flat · Tier 1 — 5 users with unrestricted access to the complete training curriculum, including self-study and instructor-led formats.
- 5 users with full access to all eLearning courses across all paths (Operations, Administration, Scripting, User)
- Participation in instructor-led training sessions
- Certifications and personal completion certificates
- Access to course updates throughout the subscription
3C Release Manager Light Edition
The 3C Release Manager Light Edition is included with Gold — the same scope as in Silver. The full 3C Release Manager (including recursive transports with deep scan, mass changes via script, personalized transports, optional Git/Bitbucket integration, and the SaaS/on-prem deployment option) is reserved for the Platinum tier.
- Core object management and deployment functions
- Diff function for objects, workflows and environments (DEV ↔ PROD)
- Automated and scheduled snapshots
- Full traceability for compliance and audit requirements
When Automic is business-critical
Organizations that want to free up their in-house team from day-to-day platform operations
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Automic runs business-critical workloads and you want Tricise specialists handling administration and monitoring of the infrastructure.
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You want to free up your in-house team from day-to-day platform operations to focus on automation logic and value delivery.
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You want a one-off Health-Check — a structured outside view of your Automic environment with prioritized recommendations.
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Your infrastructure stays on-premise but you want to share operational responsibility — without giving up control.
Want to explore Gold Edition in detail?
In a workshop, we'll show you exactly what managed operations could look like for your specific environment.
Platinum Edition
Automic as a fully managed SaaS in the European cloud — Kubernetes-based, two EU data centers, 99.95% availability. Tricise as your service partner.
The Platinum Edition is the premium level of the Tricise Service Tiers — Automic delivered as a fully managed SaaS in the European cloud, with Tricise as your service partner. It includes everything from Gold (except the one-off Health-Check, which is exclusive to Gold) and runs Automic Automation on a Kubernetes-based platform across two EU data centers with 99.95% availability and zero on-premises infrastructure on your side. Platinum upgrades AMS Infrastructure to 24/7, adds the full 3C Release Manager (available as SaaS or on-premise — your choice), and includes Tricise University Flat · Tier 2 with 15 users. AMS Operations & Monitoring (functional job monitoring) and AMS Design Services remain bookable as add-ons — same as in Gold.
Fully cloud-operated — Kubernetes-based, EU only
Automic Automation runs on a Kubernetes-based platform across two EU data centers with 99.95% availability — and zero on-premises infrastructure on your side. The result: enterprise-grade uptime and performance with predictable costs and no infrastructure overhead.
Enterprise-grade infrastructure
Built on a managed Kubernetes platform with two EU data centers for redundancy and high availability. Tricise handles operations, updates, monitoring, and scaling around it.
Predictable costs, no on-prem infrastructure, no version management overhead, no patching cycles on your side.
- Kubernetes-based managed platform with built-in redundancy
- Two EU data centers with automated failover
- Enterprise-grade uptime and performance with predictable costs
- No on-premises infrastructure on your side
- Tricise handles service and escalation around the platform
The full Release Manager — SaaS or on-premise
Platinum upgrades the deployment toolchain to the full 3C Release Manager — the complete feature set, available as SaaS or as an on-premise installation in your environment.
Transport
Fewer deployment errors — no copy-paste, no forgotten dependencies. Structured, repeatable deployments.
- Recursive transport with deep scan
- Mass changes via script
- Personalized transports per user
Snapshots & Diff
Rollback without panic. Return to the last stable state and see exactly what changed — at a glance.
- Incremental snapshots (manual & scheduled)
- Diff across whole environments
- Source for deployment packages
Governance
Audit evidence at the push of a button. Four-eyes principle and a complete history — pass audits without manually assembling evidence.
- Role-based access & multi-tenancy
- Audit log for all actions
- Optional Git / Bitbucket integration
SaaS or on-premise
Two hosting options — your choice. Available as SaaS hosted by Tricise, or as an on-premise installation in your own environment.
AMS Infrastructure 24/7 — included by default
In Platinum, AMS Infrastructure is delivered 24/7 (vs. Mon–Fri in Gold) — administration and monitoring of the technical platform around the clock. The two functional AMS roles — AMS Operations & Monitoring (functional job monitoring) and AMS Design Services — remain bookable as add-ons on top of Platinum.
AMS Infrastructure — 24/7 Included
Administration and technical monitoring of the Automic platform around the clock — engine, database, agents. Not constrained to business hours.
AMS Operations & Monitoring Add-on
Functional job monitoring. Tricise watches the business jobs running in Automic — not the technical layer. When a critical job fails, runs late, or produces an unexpected result, the AMS team picks it up. Bookable as an add-on, same as in Gold.
AMS Design Services Add-on
Workflow design and implementation by certified Tricise experts — optionally bookable on top of Platinum.
Tricise University Flat · Tier 2 (15 users)
Platinum includes Tricise University Flat · Tier 2 with 15 users with unrestricted access — self-study and instructor-led training across the complete curriculum.
- 15 users with full access to all learning modules across all paths
- Self-study and instructor-led courses included
- Certifications and personal completion certificates
- Continuous access to all labs and updates
When cloud is your future
Organizations that want to leave the infrastructure question behind entirely
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Your IT strategy is cloud-first — no servers, no databases, no patching cycles on your side.
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You want enterprise-grade availability — 99.95% uptime across two EU data centers, with predictable costs.
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You need the full 3C Release Manager — recursive transports, mass changes, personalized transports, Git integration, multi-tenancy.
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You want one partner end-to-end — Tricise runs the platform as SaaS in the EU cloud and handles service and escalation around it.
Want to discuss Platinum Edition & SaaS migration?
We plan your journey to the EU cloud together — architecture, migration, operations.
All Tricise Service Tiers at a glance
| Service | Silver | Gold | Platinum |
|---|---|---|---|
| Support & foundation | |||
| L1 product support (24/7) | ✓ | ✓ | ✓ |
| Incident & escalation management | ✓ | ✓ | ✓ |
| Single Point of Contact | ✓ | ✓ | ✓ |
| Advanced Support for EOS versions | ✓ | ✓ | ✓ |
| Tools & training | |||
| 3C Release Manager | Light | Light | Full (SaaS or on-prem) |
| Tricise Automic Action-Packs | ✓ | ✓ | ✓ |
| Tricise University Flat | Tier 0 · 1 user | Tier 1 · 5 users | Tier 2 · 15 users |
| AMS roles — included scope | |||
| AMS Infrastructure (admin, monitoring, agent & DB management) | — | Mon–Fri 8 AM–5 PM + 24/7 Bookable | 24/7 included |
| AMS Operations & Monitoring (functional job monitoring) | — | Bookable | Bookable |
| AMS Design Services (workflow design, implementation) | — | Bookable | Bookable |
| → In Gold, three AMS add-ons are optionally bookable: the AMS Infrastructure 24/7 extension (already included by default in Platinum), AMS Operations & Monitoring, and AMS Design Services. Silver has no AMS foundation and therefore no AMS add-ons. | |||
| One-off engagements | |||
| Automic Health-Check (one-off) | — | ✓ | — |
| SaaS (Cloud EU) | |||
| Automic as managed SaaS · Kubernetes platform · 2× EU data centers · 99.95% availability · no on-prem infrastructure required | — | — | ✓ |
What people ask us
Quick answers to the questions we hear most often about the Tricise Service Tiers for Automic Automation.
What are the Tricise Service Tiers for Automic Automation?
The Tricise Service Tiers are three service models for Broadcom Automic Automation in the DACH region — Silver, Gold, and Platinum. Each tier builds on the previous one and addresses a different operational reality, from baseline 24/7 support through fully managed operations to complete SaaS in the EU cloud.
Silver is the new standard automatically included for every Tricise Automic customer in the DACH region from Q3 2026 — a support-and-tools foundation with no AMS layer. Gold adds AMS Infrastructure (administration and monitoring of your Automic infrastructure) Mon–Fri 8 AM–5 PM CET/CEST, plus a one-off Health-Check, with three AMS add-ons optionally bookable on top. Platinum adds full SaaS hosting on a Kubernetes platform across two EU data centers with 99.95% availability, AMS Infrastructure upgraded to 24/7 by default, and the full 3C Release Manager.
What is the difference between Silver, Gold, and Platinum Edition?
Silver Edition — the baseline included with every Tricise Automic license in the DACH region: 24/7 L1 product support, incident & escalation management, Single Point of Contact, Advanced Support for the most recent EOS version, 3C Release Manager Light Edition, Tricise Automic Action-Packs, and Tricise University Flat · Tier 0 (1 user). Silver has no AMS layer — AMS roles cannot be booked on top of Silver.
Gold Edition — everything from Silver, plus AMS Infrastructure Mon–Fri 8 AM–5 PM CET/CEST (administration, monitoring, agent & DB management), a one-off Automic Health-Check, and Tricise University Flat · Tier 1 (5 users). Three AMS add-ons are optionally bookable: the AMS Infrastructure 24/7 extension, AMS Operations & Monitoring (functional job monitoring), and AMS Design Services. The 3C Release Manager stays at Light Edition in Gold.
Platinum Edition — everything from Gold (except the one-off Health-Check, which is exclusive to Gold), plus Automic as fully managed SaaS on a Kubernetes platform across two EU data centers with 99.95% availability, AMS Infrastructure upgraded to 24/7 by default, the full 3C Release Manager (available as SaaS or on-premise), and Tricise University Flat · Tier 2 (15 users). AMS Operations & Monitoring and AMS Design Services remain bookable as add-ons.
When does Silver Edition become available?
Silver Edition is automatically included for every Tricise Automic customer in the DACH region from Q3 2026 (1 July 2026) onward — at no additional cost. Existing customers receive the new service foundation automatically with their next renewal cycle.
No opt-in required, no separate contract, no extra invoicing.
What does Advanced Support for End-of-Service (EOS) versions cover?
Advanced Support extends coverage beyond Broadcom's official End-of-Service — covering the most recent major version that went EOS. Instead of forcing an upgrade, Tricise continues to analyze issues, provide existing hotfixes, and develop workarounds for that version.
New fixes aren't developed for EOS versions — those are made available in maintained engine versions — but existing hotfixes are deployed and workarounds are built on request. This lets you stay protected even during upgrade cycles.
What is the 3C Release Manager for Automic, and which tier gets which version?
The 3C Release Manager is a Tricise-developed tool that extends the standard Automic transport toolkit with capabilities production teams actually need: recursive transports with deep scan, mass changes via script, personalized transports per user, diff comparisons across whole environments, incremental snapshots (manual and scheduled), role-based access and multi-tenancy, an audit log for all actions, and optional GitHub/Bitbucket integration.
Silver and Gold include the Light Edition with core functions for object management and deployment. Platinum includes the full 3C Release Manager — available as SaaS or as an on-premise installation in your environment.
Where is Automic SaaS (Platinum Edition) hosted?
Platinum runs Automic Automation on a Kubernetes-based platform across two EU data centers with 99.95% availability — and zero on-premises infrastructure on your side. Tricise handles operations, updates, monitoring, and scaling around it.
The result: enterprise-grade uptime and performance with predictable costs and no infrastructure overhead.
Can I upgrade between tiers later?
Yes. The tiers are designed to build on each other — you can upgrade from Silver to Gold, or Gold to Platinum, at any time based on evolving operational needs. The transition between tiers is incremental — no migration project, no platform change, just an extension of the partnership.
A common path is to start with Silver from Q3 2026, evaluate operational load over a few months, and upgrade to Gold or Platinum once it becomes clear where the team's time should actually go.
What does the Tricise University Flat include in each tier?
The Tricise University Flat provides annual access to the complete Automic training portfolio: self-study and instructor-led courses across all learning paths (Operations, Administration, Scripting, User), certifications, and course updates.
Silver includes Tier 0 with 1 user. Gold includes Tier 1 with 5 users (unrestricted access). Platinum includes Tier 2 with 15 users (unrestricted access) — the highest training tier.
What are the three AMS roles, and which tier includes which?
Tricise structures its Application Managed Services (AMS) for Automic into three roles:
1. AMS Infrastructure — administration and technical monitoring of the platform: engine, database, agents. Included in Gold (Mon–Fri 8 AM–5 PM CET/CEST) and Platinum (24/7). Not available in Silver. In Gold, a 24/7 extension is bookable as an add-on to upgrade coverage to round-the-clock.
2. AMS Operations & Monitoring — functional job monitoring. Tricise watches the business jobs running in Automic, not the technical layer. When a critical job fails, runs late, or produces an unexpected result, the AMS team picks it up. Optionally bookable as an add-on in Gold and Platinum. Not available in Silver.
3. AMS Design Services — workflow design and implementation by certified Tricise experts. Optionally bookable as an add-on in Gold and Platinum. Not available in Silver.
Silver is a support-and-tools foundation — it doesn't include any AMS layer, and AMS add-ons are therefore not bookable on top of Silver. To access AMS, customers move to Gold or Platinum.
Is the Health-Check included in Platinum as well?
The one-off Automic Health-Check is exclusive to the Gold tier. Platinum doesn't repeat the Health-Check because Tricise already operates the Automic platform end-to-end as SaaS — continuous monitoring, updates, and platform care are part of the service by default, making a standalone Health-Check engagement redundant.
Who is Tricise?
Tricise is Europe's largest Broadcom Automic partner with 25+ years of experience, 730+ customers, 350+ Automic installations under management, and more than 1,600 support cases handled per year. We operate across Germany, Austria, Switzerland, Italy, France, Spain, and Portugal.
In 2025, Tricise was named Broadcom Partner of the Year across five categories: Automation, EMEA, GEO, Largest Deal, and Highest Performer.
How do I get started?
The fastest way is a free, no-obligation consultation — 30 minutes, personal, with a dedicated Automic expert. We'll review your current setup, discuss your operational goals, and recommend the tier (or combination) that best matches your situation.
If you'd rather start with a group session, join our live webinar on 16 June 2026: 45 minutes walkthrough of the Tricise Service Tiers with Günther Flamm and Dierk Senholdt, including Q&A.
No sales pressure. Just a clear picture of what's possible.
Let's talk
Whether you're an existing Tricise Automic customer in the DACH region curious about the new Silver level of the Tricise Service Tiers, considering the Gold managed operations model, or planning to move to SaaS with Platinum — we're happy to advise you, no strings attached.
Request a consultation
Tell us about your environment — we'll get back to you within 24 hours.