Customer Support Services

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1 i n s i g h t d e l i v e r e d Your guide to our i n s i g h t d e l i v e r e d i n s i g h t d e l i v e r e d Customer Support Services PANTONE 2597C CMYK RGB HTML 57068C Making it easy to log and track your Support requests

2 Welcome to Storage Fusion Customer Support Our Customer Support team is here to help you and is committed to ensuring that every issue is resolved to your satisfaction. This quick guide is designed to help you get maximum benefit from our support services. Help us to help you... When logging a support case please supply as much information as possible, including: Confirmation of the customer name and analysis point Any error messages, screenshots and, where applicable, sample data Benefits Rapid ways to raise support requests Requests assessed and prioritized within 2 hours* 24/7 access to track and review progress Easily communicate with Support engineers * Standard Support hours are 09:00 to 17:30 GMT, Monday to Friday excluding UK public holidays. Additional support cover can be provided by special arrangement, please contact us for further details.

3 Easy ways to raise your case... There are four ways to raise a support case with our team: By , telephone, or online via the Storage Fusion Analyze Portal or the Customer Support Portal. us You can new support requests to All incoming s to this address are handled as follows: A new support case is created and your request assessed and prioritised by a member of our Support team You receive an automatic notification confirming the cases details, case number and a unique tracking reference. Please include this tracking reference in all subsequent s to ensure the details are automatically logged against the case. Call us If you report an issue to us over the phone we will raise a new support case for you and follow this up with an confirming the case number and unique tracking reference. Dedicated Support line +44 (0) Telephone support is available 09:00 to 17:30 GMT, Monday to Friday excluding UK public holidays. Additional support cover can be provided by special arrangement, please contact us for further details.

4 Raise a case in the Support portal Nominate up to 3 users to have personal logins to our Customer Support portal, allowing them to log, track and update support cases. Visit our Support page at and click on the Support portal login tab. If you don t have a Support portal login, please The portal will open in a new browser window Select the Cases tab and then the Create New Case button

5 Enter the details requested and select either Submit or Submit & Add Attachment if you are attaching a screenshot. When you have submitted the details you will receive an automatic notification confirming the case number and a unique tracking reference. In addition to corresponding via , portal users can converse with the Support Engineer via Case Comments. Note: Your cases or case information can only be viewed by Storage Fusion and designated people in your organisation. Raise a case via the product portal If you already have a Support portal login, you can now submit your query directly from the Storage Fusion Analyze portal: Click on the Help tab Click on the Support portal login button On successful login, the Support portal will open in a new browser.

6 Regular progress updates Our support procedures ensure you receive regular updates on progress right through until your case is resolved. Please help us improve our service to you by taking a few minutes to share your feedback at the end of your case; simply click on the link to complete a short tick-box survey.

7 For your reference... Case priority Setting an appropriate case priority ensures our Engineers understand the severity of the case to you and your business. Case priority Description P5 Critical The reported error has caused a total system failure or inoperability with inability to run the analysis P4 Urgent The reported error results from software failure, including negative numbers or functional issues with no workaround P3 High Functional issue with an available workaround P2 Medium Issues that can be resolved by Support around missing disks, collection errors or data and performance issues. Or requests that cannot be completed by the customer directly such as requests to delete report points. P1 Low Data collection or operational issues that are resolved via or telephone with no change to the system required. Case status The case status is designed to give an indication of the case progress. Case status Description New The case status will be set to New until a Support Engineer has been assigned to the case. Open The case status will be set to Open once a Support Engineer has been assigned to the case and has begun reviewing/investigating the reported issue. Awaiting Customer The case status is set to Awaiting Customer if additional information is requested to assist diagnosis of the issue and will remain at this status until such time that the customer can provide the information required. With Development The case status is set to With Development when the issue requires investigation by the Development team. Awaiting Deployment Fix has been built, tested and verified and is awaiting deployment to Production/Customer systems. Closed A case is set to Closed either when the Support Engineer has provided the customer with an acceptable resolution, or when a bug/improvement has been opened in our internal issue tracking system. Case type In addition to the status value, cases are also assigned a type. Case type Description Help Request This case type is given to all support cases prior to, and during investigation. Bug Open, Bug Closed and Bug Deferred Where an issue has been determined to be a bug, a record will be opened in our internal issue tracking system. Improvement Open, Improvement Closed and Improvement Deferred Where an issue has been raised and it is confirmed that the software is working as designed, at the customer s request we can open an improvement in our internal issue tracking system.

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