Why Service Tiers by Tricise
Broadcom Automic Automation is a powerful platform. Running it reliably, however, takes more than a license: support that also covers versions past their end of service, controlled object transports and know-how that doesn’t depend on individual people.
Without a partner, the gaps are familiar: no one to call when things go wrong, support gaps for EOS versions, know-how locked into individuals, and business teams waiting on the Automic team. The Tricise Service Tiers close these gaps in one clear model. Instead of fragmented add-ons, there are three editions that build on each other — Silver, Gold and Platinum — with one partner across the entire Automic lifecycle.
Every edition starts from the same foundation: 24/7 support including escalation management, Advanced Support beyond End-of-Service, a fixed Single Point of Contact who knows your environment, the 3C Release Manager, Tricise Automic Action-Packs and best4Automic, and training through Tricise University. Gold and Platinum extend this foundation with operations by Tricise experts, all the way to Broadcom Automic SaaS in the EU cloud.
Since 1 July 2026, Silver has been included at no extra cost for every Tricise Automic license customer — existing customers included. The model is backed by more than 1,600 support cases handled every year together with our customers and more than 350 Automic installations in our care.
Three editions, one partner
Choosing between the Tricise Service Tiers is less about feature checklists and more about your operating model: who runs Automic, where it is hosted, and how many people on your team get training access. The three editions build on each other, so you can start with Silver and move up when your operational requirements change.
Silver is the new Tricise standard. Since 1 July 2026, it has been included at no extra cost for every Tricise Automic license customer — existing customers included, with no opt-in and no separate contract. Operations stay with your own team, and Automic runs on-premise.
- Support: 24/7 L1 product support with structured incident and ticket management, escalation management with a direct line to Broadcom engineering, a fixed Single Point of Contact and Advanced Support for the most recent EOS major version
- Tools: 3C Release Manager Light Edition, Tricise Automic Action-Packs and the b4A Service Portal Essentials by best-blu
- Training: Tricise University Flat · Tier 0 for 2 users
Gold is the managed operations edition. It includes everything in Silver; on top, Tricise takes over administration and monitoring of your Automic infrastructure during business hours. Your team gains time for automation logic instead of platform maintenance. Automic continues to run on-premise.
- Operations: AMS Infrastructure Mon–Fri, 8 AM–5 PM (CET/CEST), extendable to 24/7
- Health-Check: one-off Automic Health-Check with a written report and prioritized recommendations
- Tools: b4A Service Portal by best-blu in the full version, 3C Release Manager Light Edition and Action-Packs
- Training: Tricise University Flat · Tier 1 for 5 users
- Add-ons: AMS Infrastructure 24/7, AMS Operations & Monitoring and AMS Design Services
Platinum is Automic as a service. You get Broadcom Automic SaaS — a Kubernetes-based platform across two EU data centers — with Tricise as your service partner. No servers, databases or patch cycles on your side, and predictable costs.
- SaaS & operations: 99.95% availability, two EU data centers with failover, AMS Infrastructure 24/7 as standard
- Tools: full 3C Release Manager (SaaS or on-premise), complete best4Automic suite and Tricise Automic Action-Packs
- Training: Tricise University Flat · Tier 2 for 15 users
- Add-ons: AMS Operations & Monitoring and AMS Design Services
How the move to Broadcom Automic SaaS works is described on the Automic SaaS Migration page.
Services in detail
The Tricise Service Tiers combine the same building blocks in every edition: support, tools, training and — from Gold upwards — operations. Some services are identical in all three editions, others grow with the edition. For each service below, you see what it covers and where it is included. The full comparison table is on the Tricise Service Tiers page.
Extend with AMS add-ons
In Gold and Platinum, you add exactly the Application Managed Services you need. Silver has no AMS foundation — the add-ons therefore build on Gold.
AMS Infrastructure 24/7
Extends platform care from business hours to around the clock. In Gold, AMS Infrastructure covers Mon–Fri, 8 AM–5 PM (CET/CEST); the add-on extends administration and monitoring of your Automic infrastructure to 24/7. In Platinum, AMS Infrastructure 24/7 is already included.
AMS Operations & Monitoring
Functional job monitoring: we monitor your business jobs. If a critical job fails or runs late, our team steps in. AMS Operations & Monitoring is available as an add-on in Gold and Platinum.
AMS Design Services
Workflow design and implementation on demand by certified Tricise experts. AMS Design Services is available as an add-on in Gold and Platinum.
Growing with add-ons and editions
Add-ons and editions work together: you can add AMS add-ons as needed and move up to the next edition at any time. After the free consultation, the next step is a recommendation for edition and add-ons with a clearly defined scope, as described in the next section.
How to get started
Getting started with the Tricise Service Tiers takes four steps. For Silver, there is nothing to order — it is already active for every Tricise Automic license customer. For Gold and Platinum, the transition is planned together with you.
1. Consultation
- 30 minutes, free and without obligation
- One-on-one with an Automic expert
- A look at your current setup
2. Choose your edition
- Matched to your operational goals
- Recommendation for edition and add-ons
- Clearly defined scope
3. Start
- Silver: already active for every license customer since 1 July 2026
- Gold and Platinum: transition planned together
4. Grow with us
- Move up to the next edition at any time
- Add AMS add-ons as needed
Availability outside Germany, Austria and Switzerland
Silver is included for every Tricise Automic license customer, wherever you are based. For Gold and Platinum, talk to us — we’ll find the right setup for your location.
Frequently asked questions
Click any question to expand the answer.
What are the Tricise Service Tiers?
The Tricise Service Tiers are three service models for Broadcom Automic Automation that build on each other: Silver as the support and tooling foundation, Gold with Tricise operating your infrastructure, and Platinum with Broadcom Automic SaaS in the EU cloud. They bundle support, tooling, training and operations in one clear model, with one partner across the entire Automic lifecycle. Every edition also includes best4Automic by our partner best-blu.
Do I need to order Silver separately?
No. Since 1 July 2026, Silver has been included at no extra cost for every Tricise Automic license customer — existing customers included. There is no opt-in, no separate contract and no additional invoice.
Which Tricise Service Tier is right for my team?
Silver fits teams that run Automic in-house and need a strong product-support partner. Gold fits when Automic is business-critical and you want Tricise to operate your Automic infrastructure. Platinum fits when you want no infrastructure of your own and run Broadcom Automic SaaS with Tricise as your service partner. A free, no-obligation 30-minute consultation with an Automic expert helps you match the edition to your operational goals.
What is the difference between Gold and Platinum?
In Gold, Automic runs on-premise and Tricise operates your Automic infrastructure during business hours (Mon–Fri, 8 AM–5 PM CET/CEST), with 24/7 available as an add-on and a one-off Health-Check included. In Platinum, Automic runs as Broadcom Automic SaaS across two EU data centers with 99.95% availability; AMS Infrastructure 24/7, the full 3C Release Manager and Tricise University Flat · Tier 2 for 15 users are included.
What is best4Automic, and which edition includes what?
best4Automic (b4A) is a solution by our partner best-blu that extends Automic Automation with additional modules — from the Service Portal for business users to administration, deployment, Git and documentation modules. Silver includes the b4A Service Portal Essentials, Gold the full version of the b4A Service Portal and Platinum the complete best4Automic suite.
How do existing customers get best4Automic?
There’s nothing to order: Silver is included with every Tricise Automic license, wherever you are based. To start using b4A, simply get in touch — Tricise clarifies the right setup with you and delivers the software. Gold customers receive the full Service Portal, and Platinum customers the complete suite, the same way.
How does best4Automic relate to the 3C Release Manager?
best4Automic complements the 3C Release Manager, which remains part of every edition. 3C covers the technical lifecycle of Automic objects — transports between environments, DEV ↔ PROD comparisons and the audit trail. b4A focuses on self-service, administration and development workflows.
Which AMS add-ons can I book?
In Gold, you can add AMS Infrastructure 24/7, AMS Operations & Monitoring and AMS Design Services. In Platinum, AMS Infrastructure 24/7 is already included, and AMS Operations & Monitoring and AMS Design Services are available as add-ons. Silver has no AMS foundation, so the add-ons build on Gold.
Is the Health-Check also included in Platinum?
No, the Health-Check is reserved for Gold. In Platinum, Automic runs as Broadcom Automic SaaS — monitoring, updates and maintenance of the platform are part of the service.
Where is Automic hosted in Platinum?
Platinum runs on Broadcom Automic SaaS: a Kubernetes-based platform across two EU data centers with 99.95% availability. No infrastructure is required on your side, and Tricise is your service partner.
Can I switch editions later?
Yes. The editions build on each other. You can move from Silver to Gold or Platinum at any time as your operational requirements change. Moving from Silver to Gold is an extension of the partnership — no migration project, no platform change. Moving to Platinum includes the switch to Broadcom Automic SaaS, which we plan together with you.
Are the Service Tiers available outside Germany, Austria and Switzerland?
Yes. Silver is included for every Tricise Automic license customer, wherever you are based. For Gold and Platinum, talk to us — we’ll find the right setup for your location.