Handshake Customer Support Handbook

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Handshake Customer Support Handbook"

Transcription

1 Handbook Handshake Customer Support Handbook Document History Prepared By 8/1/2014 Handshake Software Version : 5.0 Caroline McManus +1 (850) Abstract: This Handbook provides an overview of the Policies and Procedures of the Handshake Software Customer Support Group.

2 Table of Contents Technical Support... 1 How to Obtain Support... 1 Primary Contact... 2 Case Management Process... 3 Response Goals... 5 Priority Determination... 6 Escalation Procedure... 6 Expediting Support Service Requests... 7 Describe the Problem... 7 Provide Background Information... 7 What We Support... 8 Handshake Software Team Contact Information Handshake Software, Inc. This document is a confidential communication between Handshake Software, Inc., and the party or parties mentioned herein. This document or its contents may not be reproduced, distributed or disseminated, by electronic or physical means, without express consent of Handshake Software, Inc. P a g e ii

3 Technical Support Once your product has been successfully implemented in your production environment, the Handshake Team members involved will update our internal systems with all the details of the deployment, allowing other Handshake staff to better understand your deployment. If you have any questions, require assistance in understanding some aspect of the product, or need technical Support our Customer Support Group is ready to assist you. We continue to enhance the skills of our staff through ongoing investments in formal training courses, industry certifications, training on partner products, and peer knowledge transfers. Understanding how customers use our products and the types of questions they have ensures that we consider the customer experience in all aspects of product design and implementation. HOW TO OBTAIN SUPPORT Customers requiring assistance with our products should contact us at , or by sending to the address. When you contact our Customer Support Group, a ticket will be opened to track your individual request and any communications related to it. The Customer Support Technician will provide the ticket number to you for reference purposes when calling in. For more information on how your case will be managed, please see the Case Management Process section in this document. Standard Support We provide telephone and support from 09:00 to 17:30 Eastern Standard Time (Standard Support Hours), Monday through Friday, to all customers with current Maintenance and Support Contracts. Our Standard Support Hours do not include public and statutory holidays in the United States, although Support is available on these days as chargeable After Hours Support. For more information about After Hour Support, see After Hours Support. After Hours Support Assistance is available outside of Standard Support Hours (After Hours Support) on a billable time basis of $300 per hour, with a minimum of one (1) hour per call. Customers requiring After Hours Support should contact us, in advance when possible, by calling After standard business hours recorded instructions are provided on the phone menu and assistance can be obtained. Extended Support Options Enterprise customers who anticipate requiring access to our Support Group 24x7 can select an Enterprise Support Agreement. During Standard Support Hours, their call will receive priority handling, and will be routed to Support staff outside these hours. 1 1 The Support Group is only able to respond to support issues as defined in this document. If assistance is required from our Consulting Group, then arrangements must be made in advance for after hours services. P a g e 1

4 PRIMARY CONTACT When you transition from the pre-implementation stages to production implementation, the Handshake Software team will ask you to provide a Primary Technical Contact for your Support contract. This person is responsible for: Submitting changes and updates to contact information. Managing all other contacts within your organization. Working with the Customer Support group on requests for assistance. Additional Contacts In addition to the Primary Technical Contact, additional support contacts for your company can be added. In order for additional contacts to work with our Customer Support Group, the Primary Contact must send a request to If you are the Primary Contact for your company, when requesting to add additional contacts please include the following information for the individual to be added: Name Title Address Primary Contact Number Secondary Contact Number (if applicable) Address Any special instructions (For example, this individual is our Database Administrator and should work with your Customer Support Group on any SQL related issues.) NOTE: The Handshake Customer Support group requires that all individuals listed as Support Contacts have the necessary permissions, privileges, and authority within your organization to assist with technical troubleshooting related to Handshake Software. While we are happy to answer and assist with end user related questions and issues, end user requests must be channeled through a technical liaison from your company. P a g e 2

5 Case Management Process In order to provide you with a quality and consistent Customer Support experience, our Handshake Software Group follows the process below for handling your Customer Support requests: Step One When you contact Handshake Software Customer Support, we assign a unique ticket number to your request for assistance. All tickets are assigned a priority level based the priority determination criteria outlined in the Response Goals section of this document. Your ticket is then placed in a queue. This ticket number enables you to get a status update of your ticket from any Customer Support Technician when calling Handshake Software Customer support, allows us to easily transfer knowledge about your specific request to other Support Technicians if you need to work with multiple people within our organization, and allows Customer Support to prioritize and track all tickets through to resolution. Step Two A Customer Support Technician is assigned to the ticket to work with you to ensure that all of the basic information outlined in the Expediting Support Section of this document has been provided. The Support Technician will contact you to gather any additional information needed and will investigate to determine the proper course of action. Step Three When the initial Support Technician has all of the necessary information, if they are able to assist you with your request, they will do so. If your request would be better served by another Support Technician, your ticket will be reassigned, and the new Support Technician will work with you until your request is complete. This may require the Support Technician to re-create the issue you have reported in our test environment, work with our Handshake Software Development Team, or work with you on your configuration of the software. In some cases, we may ask you to reproduce the issue in your environment, to collect log files and other diagnostic information, or to provide us access to your system. Step Four In many circumstances, our Customer Support Technicians will be able to assist you with your request through generalized troubleshooting and software configuration changes or adjustments. In some circumstances though, the issue may require a code change to the product or assistance from our Consulting Group. Service Packs and Hotfixes When a code defect is discovered, if an existing Service Pack or Hotfix is available to resolve the issue the Customer Support Technician will provide you with the necessary files and assist you with upgrading your system as outlined in the What We Support Upgrades section in this document. If a current Service Pack or Hotfix is not available for your issue, a Change Request for the Handshake Software product may be created. Change Requests are generally incorporated into subsequent product P a g e 3

6 releases and the Customer Support Technician will notify you when your issue is resolved in a future release. When an issue is identified as having a critical business impact, Handshake Software may decide to create a Hotfix to address that specific code correction. The decision to create a Hotfix for an issue depends on many variables, including the impact of the issue on an organization, the technical feasibility of making the change in the current product version, the current product release schedule, and other criteria used by Handshake Software. If the code correction can be delivered as a Hotfix, the Customer Support Technician will notify you when your issue is resolved and assist you with updating your system as outlined in the What We Support - Upgrades section in this document. IMPORTANT: Handshake software highly recommends that before applying Service Packs or Hotfixes in your production environment, that you first test these changes in a development or test environment. Enhancement Requests You may have a request for a feature or functionality that does not currently exist in our products. Handshake Software is always looking to receive customer input on product features and functions. Customers may enter Enhancement Requests through the Support Group at any time. All Enhancement Requests will be used as input in the development of requirements for future Handshake Software product releases. Consulting Requests Some requests may be outside the scope of Customer Support. Handshake Software Consulting stands ready to assist our customers by providing services in these areas. For more information on what the Handshake Software Customer Support Group supports, see What We Support - Upgrades. If your request falls outside of the scope of Customer Support, and you would like to work with our Consulting Group on your request, the Customer Support Technician will notify our Consulting Group and work with you until you have established communications with our Consulting Group. P a g e 4

7 Response Goals Handshake Software Support makes every effort to ensure that we commence investigation of all customer requests within four (4) business hours during normal business hours. For requests where a production server or service is unavailable, we will make every effort to commence within one (1) business hour. The following table defines the priority levels and some examples used by the Customer Support Group to determine our response goal: Priority Impact Examples Response Goal 1 Critical business impact/system Down: A business critical production server or service is unavailable or a critical interface has failed in a production environment. 2 Significant business impact: A business critical product server, service, or interface is severely restricted. 3 Some business impact: A less significant feature (not critical to business operation) is unavailable or not working as expected. 4 Minimum business impact: A non-critical software component is malfunctioning, a non-technical request is made, or assistance is required with a test or development environment. Handshake Server cannot be started An individual workstation is seeing intermittent failures Charts are not rendering properly on a Portal Page without a refresh. Documentation is incorrect or additional documentation is requested. Within 1 business hour Within 2 business hour Within 4 business hour Within 8 business hour P a g e 5

8 PRIORITY DETERMINATION If all of our Customer Support Technicians are working on other customer requests and a new request is received for a production server or service that is currently unavailable, we will give that new request higher priority over the previous requests relating to a test environment, or where production service has not been significantly impacted. If we have not been able to start investigating a customer request for assistance after 8 hours, we will transfer the Support request to other technical staff within the company. This may include Consulting, Training and Development staff depending upon the nature of the reported problem and the specific expertise of the individual staff member. When communicating with the Customer Support Group about a Customer Support ticket, if any of the following situations apply, let the Customer Support Group know to ensure that it is properly prioritized: Limited availability - Key personnel required to resolve the issue or access to the system is only available during a specific time frame. Specific business deadlines apply. Other Customer Support tickets with Handshake Software exist regarding this request. ESCALATION PROCEDURE The Handshake Software Customer Support Group is dedicated to providing quality and timely customer support. If at any time during a request for assistance you feel we are not meeting our commitments (as outlined in this document), you may escalate your service request by asking to speak to, or by ing, the Customer Support Manager. The Customer Support Manager will review your ticket with the Customer Support Technician to ensure that your request is being handled appropriately. The Customer Support Manager will then contact you to let you know what actions are being taken to expedite your support request. P a g e 6

9 Expediting Support Service Requests When a customer experiences a problem with our software, we want to help resolve it as quickly as possible. Whenever possible, please provide the following information when contacting Customer Support to help us assist you in the most expedient way possible. Please note that incoming s are limited to 10MB. If you have large attachments over 10MB to accompany a support issue, kindly upload them to our FTP site at ftp.handshakesoftware.com and let us know in the support . DESCRIBE THE PROBLEM The following information is necessary to help us resolve your software problem: Indicate if assistance is needed in a production or testing environment. Include screen captures of any errors. Specify the application being used if an error occurred. Describe the operation or task being performed when the issue occurred, detailing as many steps as possible. Test in your environment and indicate if the problem is reproducible or not. PROVIDE BACKGROUND INFORMATION The more relevant information that you can provide about your request, the faster we can help: Provide the date and time that the issue occurred. Tell us if the issue has occurred before. Include details of any changes made to the system recently. P a g e 7

10 What We Support Handshake Software provides support to customers with valid Maintenance & Support agreements for all licensed shipping products. Details on what we support are as follows. Versions In general, Handshake Software supports the current major version, plus the previous major version of our software. For example, if the current shipping release of a product is 3.1, the major version is defined as the numeric value to the right of the decimal point (1). In this example we would provide assistance for all 3.0 and V3.1 releases. Customers still deploying 2.x releases must upgrade to 3.0 to obtain assistance from the Customer Support Group. Installation For non-customer installable products or software components, Handshake Software will assist customers in one installation onto a test server and one installation onto a production server as part of our initial negotiated services. For customers who anticipate deleting and rebuilding their test servers periodically, we strongly recommend they attend our Training Courses to ensure they can install the product themselves. Customers requiring assistance in subsequent installations of these products or components will be referred to our Consulting Group and can engage them on a chargeable basis to deliver this service. For customer-installable products all installations and deployments are the responsibility of the customer. Customers requiring assistance with the installation of these products will be referred to our Consulting Group and can engage them on a chargeable basis for this service. Usage Questions Handshake Software will assist customers with general questions related to the usage of the licensed product(s). Configuration Handshake Software will provide the initial configuration of the licensed product(s) after installation has occurred, based upon the product licensed, the initial sales agreement, and Statement of Work. Customer staff that have completed the Handshake Training programs can add other Line of Business (LOB) applications, or our Consulting Group can work with your team to assist in the configuration. Diagnosis Handshake Software will provide assistance to customers who believe the licensed product(s) are not functioning correctly within their environment. Our Support Group uses a range of techniques to verify the appropriate behavior of our products, some of which may involve stopping one or more production services. Every effort will be made to ensure the customer is aware of any anticipated service disruptions, and these can be scheduled for specific times in advance whenever possible. P a g e 8

11 Upgrades Handshake Software continues to enhance our products, along with fixing product issues that may impact functionality. Customers with current Maintenance & Support agreements can request that our Customer Support Group upgrade their non-customer installable Handshake Software products/systems to the latest release of any currently licensed product. These upgrades must be scheduled in advance for normal business hours. For customer-installable products (for example, OneView products and DM Director Client software), all upgrades and deployments are the responsibility of the customer. Customers requiring assistance with the upgrade of these products will be referred to our Consulting Group and can engage them on a chargeable basis for this service. Customers who require that upgrades are performed outside normal business hours can schedule this time through Support in the normal manner, but will be charged our normal After Hours Support rate of $300 per hour for all work performed outside normal business hours. P a g e 9

12 Handshake Software Team Since our goal is your complete satisfaction with all Handshake purchases, we encourage our customers to let us know if they are not 100% satisfied with our products and services. In the event that your issue or concerns remain unresolved to your satisfaction, please contact Caroline McManus, Customer Support Manager CONTACT INFORMATION Company Information Company Name Address: Support Title Handshake Software, Inc McGinnis Village Place Suite 205 Alpharetta, GA Caroline McManus Customer Support Manager Telephone: +1 (850) P a g e 10

Software Support Handbook

Software Support Handbook Software Support Handbook Welcome to Ricoh Production Print (RPP) Software Support We have produced this guide with the following objectives in mind: Introduce you to RPP Software Support Share information

More information

S1200 Technical Support Service Overview

S1200 Technical Support Service Overview S1200 Technical Support Service Overview Nic Chalk March 2015 V1.13 The information contained herein is believed to be accurate at the time of publication, but updates may be posted periodically and without

More information

Schedule A Support and Maintenance Agreement

Schedule A Support and Maintenance Agreement Page 1 of 5 During the Term and upon SSN s acceptance of an executed Order Form that specifies the Customer s designated support plan for the applicable Software (the Covered Services ), SSN shall provide

More information

Liquidware Labs Customer Support Policy

Liquidware Labs Customer Support Policy Liquidware Labs Customer Support Policy Version 2.0 Introduction This guide has been authored by experts at Liquidware Labs in order to provide information and guidance concerning Liquidware Labs Customer

More information

Panorama Software Software Maintenance and Technical Support Services Policy

Panorama Software Software Maintenance and Technical Support Services Policy Panorama Software Software Maintenance and Technical Support Services Policy Panorama Software Customer Support July 2010 Note: Due to the fast pace of the industry and market conditions, from time to

More information

CTERA Support Policy

CTERA Support Policy CTERA Support Policy May 2015 Version 2.0 2015, CTERA Networks. All rights reserved. Contents Our Commitment to Support ------------------------------------------------------------------------ 2 Terms

More information

CUSTOMER GUIDE. Support Services

CUSTOMER GUIDE. Support Services CUSTOMER GUIDE Support Services Table of Contents Nexenta Support Overview... 4 Support Contract Levels... 4 Support terminology... 5 Support Services Provided... 6 Technical Account Manager (TAM)... 6

More information

Magento Enterprise Edition Customer Support Guide

Magento Enterprise Edition Customer Support Guide Magento Enterprise Edition Customer Support Guide April 2015 Thank you for using Magento Enterprise Edition Customer support is a vital part of the total Magento Enterprise Edition customer experience.

More information

Magento Enterprise Edition Technical Support Guide

Magento Enterprise Edition Technical Support Guide Magento Enterprise Edition Technical Support Guide AUGUST 2013 Thank you for using Magento Enterprise Edition. Technical support is a vital part of the total Magento Enterprise Edition customer experience.

More information

StorageCraft Technical Support Guide

StorageCraft Technical Support Guide StorageCraft Technical Support Guide StorageCraft Technical Support Services 2014 StorageCraft Technology Corporation. All Rights Reserved. This brochure is for informational purposes only. STORAGECRAFT

More information

STANLEY HEALTHCARE SUPPORT POLICY

STANLEY HEALTHCARE SUPPORT POLICY STANLEY HEALTHCARE SUPPORT POLICY The following describes the Support which Stanley Healthcare or an authorized Stanley Healthcare third party partner (collectively Stanley Healthcare ) provides to Buyer

More information

ACDI s Professional Support Services

ACDI s Professional Support Services ACDI s Professional Support Services 01. Customer Engagement It s what sets us apart. Customer calls or emails ACDI with a support request between the hours of 8am and 6pm CST. Monday through Friday. At

More information

Technical Support Policies Effective Date: 25-OCTOBER-2006

Technical Support Policies Effective Date: 25-OCTOBER-2006 Technical Support Policies Effective Date: 25-OCTOBER-2006 OVERVIEW Unless otherwise stated, these Technical Support Policies apply to technical support for all Oracle product lines. These Technical Support

More information

CCIT Technical Support Policy

CCIT Technical Support Policy Executive Summary In order to ensure that your experience with CCIT is as effective and efficient as possible, CCIT outlines in this policy its technical support process, request submission mechanisms,

More information

Magento Technical Support Guide

Magento Technical Support Guide Magento Technical Support Guide April 2012 Thank you for using Magento products and services. Technical support is a vital part of the total Magento customer experience. We want you to get the most from

More information

Greenway Customer Support SUPPORT POLICIES. To deliver world class client experiences that delight each and every time we interact with our clients.

Greenway Customer Support SUPPORT POLICIES. To deliver world class client experiences that delight each and every time we interact with our clients. Greenway Customer Support SUPPORT POLICIES To deliver world class client experiences that delight each and every time we interact with our clients. INTRODUCTION Customer Support Our Technical Support Center,

More information

OpenText Information Exchange (IX) Professional Services

OpenText Information Exchange (IX) Professional Services OpenText Information Exchange (IX) Professional Services Solutions Maintenance Program Handbook January 2014 (Version 1.1) Handbook IX Solutions Maintenance Program 1. Introduction Welcome to OpenText

More information

Custom Application Support Program Guide Version 3.2.0 March 02, 2015

Custom Application Support Program Guide Version 3.2.0 March 02, 2015 Custom Application Support Program Guide Version 3.2.0 March 02, 2015 Genesys Custom Application Support Program Guide CASPG100-0215 Genesys Custom Application Support Program Guide Page 2 The information

More information

Intrado Call Handling CPE. Standard Maintenance and Support Services ( MSS Terms )

Intrado Call Handling CPE. Standard Maintenance and Support Services ( MSS Terms ) Intrado Call Handling CPE Standard Maintenance and Support Services ( MSS Terms ) These Maintenance and Support Services terms ( MSS Terms ) describe the current offerings for maintenance and support services

More information

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 6.0

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 6.0 Contact / Escalation Guide For OPENHIVE Managed Services provided by Capita Version 6.0 Contents Document Control...3 Background and Scope...4 Capita contact information...4 Service Desk Team...4 Direct

More information

.trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE

.trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE .trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE Legal Notice Copyright 2015 Trustwave Holdings, Inc. All rights reserved. This document is protected by copyright

More information

HP Hardware Technical Support

HP Hardware Technical Support HP Hardware Technical Support HP Technology Services - Contractual Services Technical data HP Hardware Technical Support service provides a remote hardware telephone support service on selected HP and

More information

EXHIBIT B SOFTWARE SUPPORT SERVICES

EXHIBIT B SOFTWARE SUPPORT SERVICES 1. SCOPE EXHIBIT B SOFTWARE SUPPORT SERVICES This Exhibit B sets forth the terms and conditions under which SevOne will provide Software support services purchased by Customer pursuant to the Agreement

More information

AeroScout Industrial Support Policy

AeroScout Industrial Support Policy AeroScout Industrial Support Policy February 20, 2015 AEROSCOUT INDUSTRIAL SUPPORT POLICY The following describes the Support which AeroScout Industrial or an authorized AeroScout Industrial third party

More information

Technical Support User Guide

Technical Support User Guide Technical Support User Guide Lightspeed Systems Technical Support User Guide 1 Table of Contents Welcome... 3 Technical Support Overview... 3 Lightspeed Systems Global Technical Support Program... 3 Hardware

More information

Service Level Agreement for Database Hosting Services

Service Level Agreement for Database Hosting Services Service Level Agreement for Database Hosting Services Objective Global Service Levels include the general areas of support that are applicable to every ITS service. The purpose of the Service Level Agreement

More information

Customer Support Handbook. Designed to Guide Customers in How Best to Engage Edify Product Support

Customer Support Handbook. Designed to Guide Customers in How Best to Engage Edify Product Support Designed to Guide Customers in How Best to Engage Edify Product Support September, 2006 Contents About Edify Customer Support...1 Customer Support Service Offering...1 Standard Maintenance Program...1

More information

MSA Enterprise 1. GENERAL TERMS AND CONDITIONS

MSA Enterprise 1. GENERAL TERMS AND CONDITIONS 1 1. GENERAL TERMS AND CONDITIONS Herein is given a list of technical support cases, in relation to which Kaspersky Lab will provide assistance to the owner of this Extended Technical Support Certificate

More information

SCRIBE SUPPORT POLICY

SCRIBE SUPPORT POLICY SCRIBE SUPPORT POLICY SCRIBE SUPPORT POLICY 21 DECEMBER 2015 WWW.SCRIBESOFT.COM CONTENTS Scribe Support Policy... 3 Types of Support... 4 Free Product Download... 4 Free Support... 4 Paid Support... 4

More information

MyOfficePlace Business Critical Services Handbook

MyOfficePlace Business Critical Services Handbook MyOfficePlace Business Critical Services Handbook 1. Support overview Mission statement MyOfficePlace LTD. is committed to responding quickly to your inquiries. We will help you ensure that your IT environments

More information

Working with Sage Customer Support (Sage 100 ERP and Sage 500 ERP)

Working with Sage Customer Support (Sage 100 ERP and Sage 500 ERP) Table of Contents Who Can Call Sage Customer Support... 2 When To Call Sage Customer Support... 2 When To Call Your Sage Business Partner... 4 How to Fast Track Your Case... 5 Escalating an Issue with

More information

IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management

IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management Contents Overview... 1 1.0 MONITORING... 2 2.0 SCHEDULED MAINTENANCE... 2 2.1 Notification... 2 2.2 Regular

More information

Virtual Instruments Corporation. Maintenance and Support Services Supplement. Last updated on November 26, 2013.

Virtual Instruments Corporation. Maintenance and Support Services Supplement. Last updated on November 26, 2013. Virtual Instruments Corporation Maintenance and Support Services Supplement Last updated on November 26, 2013. This Maintenance and Support Services Supplement ( Supplement ) states Virtual Instruments

More information

HPE Foundation Care Service

HPE Foundation Care Service Data sheet HPE Foundation Care Service Support Services HPE Foundation Care Service is composed of comprehensive hardware and software services aimed to help increase the availability of your IT infrastructure.

More information

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 3.0

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 3.0 Contact / Escalation Guide For OPENHIVE Managed Services provided by Capita Version 3.0 Contents Document Control...3 Background and Scope...4 Capita contact information...4 Service Desk Team...4 Direct

More information

HP Support Plus Service

HP Support Plus Service HP Support Plus Service HP Care Pack Services HP Support Plus Service is composed of comprehensive hardware and software services that enable you to increase the availability of your IT infrastructure.

More information

Support Handbook. Performance EDI. October 2007. Document Title Section Title

Support Handbook. Performance EDI. October 2007. Document Title Section Title Support Handbook Performance EDI October 2007 Document Title Section Title 2 Table of Contents Welcome to EasyLink Performance EDI Support...3 Support Overview...4 Maximizing your Support Interaction...6

More information

ScerIS Support Options

ScerIS Support Options ScerIS Support Options Table of Contents Maintenance and Support... 3 Maintenance... 3 Support and Value Added Services... 4 Support and Value Added Services Pricing... 4 ScerIS Holidays... 8 Telephone

More information

TECHNICAL SUPPORT AND MAINTENANCE SCHEDULE

TECHNICAL SUPPORT AND MAINTENANCE SCHEDULE TECHNICAL SUPPORT AND MAINTENANCE SCHEDULE I. SUPPORT AND MAINTENANCE PROVIDED A. Support Contact and Hours Information. Support for Customers who subscribe to Empirix Technical Support and Maintenance

More information

Standard Success Program

Standard Success Program Support Services Apptio Customer Support is dedicated to providing customers with responsive, high-quality assistance to your inquiries regarding your use of the Apptio Subscription Services. Our support

More information

A s c e r t i a S u p p o r t S e r v i c e s G u i d e

A s c e r t i a S u p p o r t S e r v i c e s G u i d e A s c e r t i a S u p p o r t S e r v i c e s G u i d e A S C E R T I A LTD J A N U A R Y 2 0 1 4 D O C U M E N T V E R S I O N - 4.0. 1. 0 Copyright Ascertia Ltd, 2014 Commercial-in-Confidence 1 Ascertia

More information

Managed Support Policy

Managed Support Policy TABLE OF CONTENTS 1. SERVICE DESCRIPTION 2 2. SUPPORT OPTIONS 2 3. SERVICE SUPPORT HOURS 3 4. MONITORING AND OUTAGES 3 5. SERVICE LEVEL AGREEMENT 4 6. PLANNED MAINTENANCE AND UPGRADES 5 7. TARGET UPTIME

More information

Beam Software User Policies

Beam Software User Policies Beam Software User Policies Table of Contents Technical Support... 1 What Do I Do When I Have a Question or Encounter a Problem?... 2 Incoming Telephone Calls for Critical Issues and Down Systems... 2

More information

NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE

NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE NETWRIX CUSTOMER SUPPORT REFERENCE GUIDE Overview This Customer Support Guide details our support services, contact information, and best practices for contacting support to ensure quick response and issue

More information

Enterprise UNIX Services - Systems Support - Extended

Enterprise UNIX Services - Systems Support - Extended 1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for

More information

OpenText Protect. Software Maintenance Program Handbook. May 2015 WWW.OPENTEXT.COM

OpenText Protect. Software Maintenance Program Handbook. May 2015 WWW.OPENTEXT.COM OpenText Protect Software Maintenance Program Handbook May 2015 WWW.OPENTEXT.COM 1 1. Introduction Welcome to Open Text Corporation s OpenText (OT) Protect Software Maintenance Program. This handbook provides

More information

SERVICE CONTRACT. and

SERVICE CONTRACT. and SAMPLE SERVICE CONTRACT SERVICE CONTRACT BETWEEN and VOICE PRODUCTS SERVICE, LLC Regarding the maintenance of Equipment installed at: VOICE PRODUCTS SERVICE, LLC 8555 East 32 nd Street North Wichita, KS

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Incident Management help topics for printing Document Release Date: July 2014 Software Release Date: July

More information

RL Solutions Software Support & Maintenance Guide

RL Solutions Software Support & Maintenance Guide RL Solutions Software Support & Maintenance Guide Revision December 5, 2014 2014 RL Solutions. All rights reserved. RL Solutions and the RL Solutions logo, among others, are trademarks of Radicalogic Technologies

More information

Software Maintenance Program Handbook Handbook for Open Text Products

Software Maintenance Program Handbook Handbook for Open Text Products Software Maintenance Program Handbook Handbook for Open Text Products July 2013 Version 8 Page 1 Contents 1. Introduction... 4 2. Support Services... 5 2.1 General... 5 2.1.1 Hours and OTC Support Services

More information

SUPPORT POLICY SUPPORT POLICY

SUPPORT POLICY SUPPORT POLICY SUPPORT POLICY SUPPORT POLICY Copyright This document is provided "as- is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice.

More information

Dynatrace Support Policy

Dynatrace Support Policy Dynatrace Support Policy Standard Support March 2015 v2 Dynatrace TECHNICAL Support ENGINEERING TEAM The Dynatrace Support team consists of seasoned technical professionals dedicated to helping you optimize

More information

HP Software-as-a-Service (SaaS) operations overview. Customer handbook

HP Software-as-a-Service (SaaS) operations overview. Customer handbook HP Software-as-a-Service (SaaS) operations overview Customer handbook Table of contents Supported software............................................... 3 Knowledge base and forum........................................

More information

Accruent Customer Support Policy

Accruent Customer Support Policy Accruent Customer Support Policy» Policies & Procedures Governing Accruent Maintenance & Support Offerings June 2014 Accruent, LLC 10801-2 N. MoPac Expressway, Suite 400, Austin, TX 78759 www.accruent.com

More information

HP Foundation Care Service

HP Foundation Care Service Technical data HP Foundation Care Service HP Services HP Foundation Care Service (HP Foundation Care) is composed of comprehensive hardware and software services aimed to help increase the availability

More information

This presentation introduces you to the new call home feature in IBM PureApplication System V2.0.

This presentation introduces you to the new call home feature in IBM PureApplication System V2.0. This presentation introduces you to the new call home feature in IBM PureApplication System V2.0. Page 1 of 19 This slide shows the agenda, which covers the process flow, user interface, commandline interface

More information

HELP DESK SERVICE LEVEL EXPECTATIONS

HELP DESK SERVICE LEVEL EXPECTATIONS HELP DESK SERVICE LEVEL EXPECTATIONS 1 INTRODUCTION This document provides guidance to faculty, staff, and students in understanding the quality of service; character, availability, and professional manner

More information

Data Center Services

Data Center Services Data Center Services Production Support Providing Call, Incident, and Change Management for customers throughout the Johns Hopkins Enterprise The Johns Hopkins Health Systems And The Johns Hopkins University

More information

Exhibit E - Support & Service Definitions. v1.11 / 2015-07-03

Exhibit E - Support & Service Definitions. v1.11 / 2015-07-03 Exhibit E - Support & Service Definitions v1.11 / 2015-07-03 Introduction - Support Services Table of Contents 1 Introduction... 4 2 General Definitions... 5 2.1 Support Services... 5 2.2 2.3 License or

More information

Unitrends, Inc. Software and Hardware Support Handbook

Unitrends, Inc. Software and Hardware Support Handbook 1 Unitrends, Inc. Software and Hardware Support Handbook Overview This Customer Support Handbook details support services, contact information and best practices for contacting Unitrends Support to ensure

More information

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001

IT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001 IT HELPDESK POLICY & PROCEDURE IT-P-001 Date:25 September, 2013 Amemberof, LAUREATE I'.;TlRNAT'Oi'lAl. UWII[RSITIB Stamford International University Policy Policy Statement This Policy has been written

More information

Technical Support. Technical Support. Customer Manual v1.1

Technical Support. Technical Support. Customer Manual v1.1 Technical Support Customer Manual v1.1 1 How to Contact Transacta Support 1.1 Primary Contact: support@transacta.com.au 1.2 Escalation Telephone Number: +61 (2) 9459 3366 1.3 Hours of Operation 9:00 a.m.

More information

SaaS Service Level Agreement (SLA)

SaaS Service Level Agreement (SLA) SaaS Service Level Agreement (SLA) The purpose of this document is to define the Service Level Agreement (SLA) for the maintenance and support of the Hosting Service ( Service ). Service Level Agreements

More information

Service Experience Group 10/1/2014. Support Level Agreement Version 2.0

Service Experience Group 10/1/2014. Support Level Agreement Version 2.0 Service Experience Group 10/1/2014 Version 2.0 Table of Contents 1. Purpose... 1 2. Scope of Support... 2 2.1 Included... 2 2.2 Not Included... 2 3. Support Fees... 3 4. Customer Obligation... 4 5. Spirent

More information

Support Services Users Guide

Support Services Users Guide Support Services Users Guide Service Level Guidelines and Customer Support Information 845 Robinwood Ct. 3033 Orchard Vista Dr. Traverse City, MI 49684 Suite #104 231 941-9800 Kentwood, MI 49546 616-281-2000

More information

Applaud Solutions Technical Support Policies

Applaud Solutions Technical Support Policies Applaud Solutions Technical Support Policies Effective Date: 06-May-2011 Overview Unless otherwise stated, these Technical Support Policies apply to technical support for all Applaud Solutions products.

More information

Support Policies and Procedures

Support Policies and Procedures Support options Nintex provides support for Nintex software products in the form of software assurance (also known as maintenance), and support services (also known as help desk or incident response).

More information

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S.

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Care Pack Services Technical data HP Hardware Support Onsite 6-Hour Call-to-Repair Service provides an IT manager with a team of support

More information

Flexagon Support Services Policy

Flexagon Support Services Policy Flexagon Support Services Policy This Support Services Policy sets forth the terms and conditions under which Flexagon will provide Support Services for certain proprietary Software licensed to Client

More information

Service Level Agreement. Definitions

Service Level Agreement. Definitions Service Level Agreement Definitions RanceLab Rance Computer Pvt. Ltd. a company incorporated under the Companies Act, 1956 and having its registered office at 131, C.R. Avenue, Kolkata 700073, India. Unless

More information

Hillstone Customer Service Overview

Hillstone Customer Service Overview Hillstone Customer Service Overview www.hillstonenet.com TWNO: SW-KB-UNI-EN-V1.7-Y15M11 Service and Support Hillstone Customer Service Overview The Hillstone Service and Support is designed to help our

More information

Device Management Module (North America)

Device Management Module (North America) Device Management Module (North America) Part Number: MSFSEU-10 Motorola's device management module is designed to be utilized alongside an existing Motorola Service Center Support Bronze, Service Center

More information

Binary Tree Support. Comprehensive User Guide

Binary Tree Support. Comprehensive User Guide Binary Tree Support Comprehensive User Guide Updated: 5/14/2013 TABLE OF CONTENTS About this Guide... 4 Standard Support... 4 Advanced Support... 4 Service Level Agreement (SLA)... 5 Binary Tree Support

More information

Technical Support User Guide

Technical Support User Guide Technical Support User Guide 2015 Websense, Inc. Page 1 BRAVE THE NEW WORLD. 2015 Websense, Inc. All rights reserved. Websense, the Websense logo, TRITON and ThreatSeeker are registered trademarks of Websense,

More information

SHARED WEB AND MAIL HOSTING SERVICE LEVEL AGREEMENT (SLA) 2010

SHARED WEB AND MAIL HOSTING SERVICE LEVEL AGREEMENT (SLA) 2010 SHARED WEB AND MAIL HOSTING SERVICE LEVEL AGREEMENT (SLA) 2010 This Service Level Agreement (SLA) ( Service Level Agreement or Agreement or SLA ) is by and between Bizcom Web Services, Inc. (the "Company")

More information

EXTENSION Assurance Policy Revised 12/13/2012

EXTENSION Assurance Policy Revised 12/13/2012 Page 1 of 6 EXTENSION, LLC ( VENDOR ) Assurance Policy EXTENSION Assurance Policy Revised 12/13/2012 This Service Policy describes the software support services, referred to as EXTENSION Assurance, which

More information

Support Plan Terms and Conditions

Support Plan Terms and Conditions Support Plan Terms and Conditions 1) SOFTWARE WARRANTY: A. AVST represents and warrants that all replacement parts or other software or equipment supplied under this Plan will perform substantially in

More information

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S.

HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Hardware Support Onsite 6-Hour Call-to-Repair Service - U.S. HP Care Pack Services Technical data HP Hardware Support Onsite 6-Hour Call-to-Repair Service provides an IT manager with a team of support

More information

Skybox Security. Technical Support Program

Skybox Security. Technical Support Program Skybox Security Technical Support Program Contents 1 GENERAL... 3 2 SUPPORT REQUEST LIFE CYCLE... 3 2.1 Collecting Information... 3 2.1.1 Account Name... 3 2.1.2 Version Information... 3 2.1.3 Log File...

More information

GradLeaders Service Request Process (for schools using The CSO System or GradLeaders Career Center)

GradLeaders Service Request Process (for schools using The CSO System or GradLeaders Career Center) GradLeaders Service Request Process (for schools using The CSO System or GradLeaders Career Center) Effective April 2016 1 Table of Contents Welcome! Your guide to the GradLeaders Service Request Process...

More information

Blackboard Client Support %ODFNERDUG /HDUQ &OLHQW 6XSSRUW 6HUYLFHV *XLGH. LEARN Support Services Guide

Blackboard Client Support %ODFNERDUG /HDUQ &OLHQW 6XSSRUW 6HUYLFHV *XLGH. LEARN Support Services Guide Blackboard Client Support %ODFNERDUG /HDUQ ě &OLHQW 6XSSRUW 6HUYLFHV *XLGH LEARN Support Services Guide i Publication Date: May 2015 Worldwide Headquarters Blackboard Inc. 650 Massachusetts Avenue NW Sixth

More information

SERVICE DESK ANALYST Tier II Support (Information Technology)

SERVICE DESK ANALYST Tier II Support (Information Technology) Must have the physical, developmental and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated. The job description herein provides for the range of duties

More information

Avaya Patch Program Frequently Asked Questions (For All Audiences)

Avaya Patch Program Frequently Asked Questions (For All Audiences) Avaya Patch Program Frequently Asked Questions (For All Audiences) This document was designed to address questions that you may have regarding Avaya s Patch Policy and how this initiative will help to

More information

Unitrends, Inc Support Handbook for Unitrends Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB)

Unitrends, Inc Support Handbook for Unitrends Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB) Support Handbook, Inc Support Handbook for Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB) 2 Overview This Customer Support Handbook details support services, contact information and best practices

More information

Support and Service Management Service Description

Support and Service Management Service Description Support and Service Management Service Description Business Productivity Online Suite - Standard Microsoft Exchange Online Standard Microsoft SharePoint Online Standard Microsoft Office Communications

More information

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES IN CONFIDENCE TABLE OF CONTENTS 1 CONTACT DETAILS 1 1.1 The Client Contract Management

More information

Technical Support Policies Effective Date: 2-MAY-2008

Technical Support Policies Effective Date: 2-MAY-2008 Technical Support Policies Effective Date: 2-MAY-2008 OVERVIEW Unless otherwise stated, these Technical Support Policies apply to technical support for all Oracle product lines. These Technical Support

More information

HP PC Helpdesk Service

HP PC Helpdesk Service HP PC Helpdesk Service HP Care Pack Services Technical data HP PC Helpdesk Service gives professionals in small and medium-sized businesses access to advice and assistance for popular software applications,

More information

C U S T O M E R GUIDE. Support Level Descriptions

C U S T O M E R GUIDE. Support Level Descriptions C U S T O M E R GUIDE Support Level Descriptions Table of Contents 1. SUPPORT LEVELS... 3 2. SUPPORT SPECIFICATIONS... 4 3. SUPPORT TERMS AND CONDITIONS... 5 3.1 Definitions... 5 3.2 Support Services Provided...

More information

QUMAS Remote Assist Program

QUMAS Remote Assist Program QUMAS Remote Assist Program A tailored approach to day-to-day application, server and change management, which is integrated into your existing support and SLA requirements to ensure optimal performance

More information

Contents Overview... 3 The flow of a ticket... 3 Getting help... 3 K2 Partner and Customer Portal... 3 K2 Knowledge Base... 4 K2 Community site...

Contents Overview... 3 The flow of a ticket... 3 Getting help... 3 K2 Partner and Customer Portal... 3 K2 Knowledge Base... 4 K2 Community site... Support Ticket Help Contents Overview... 3 The flow of a ticket... 3 Getting help... 3 K2 Partner and Customer Portal... 3 K2 Knowledge Base... 4 K2 Community site... 4 K2 Help Files... 4 Asking for help...

More information

Description of Services, Target Response Times and Customer Responsibilities:

Description of Services, Target Response Times and Customer Responsibilities: MAINTENANCE AND SUPPORT SERVICE TERMS CloudShield s products are initially offered with a basic Standard Warranty when shipped from CloudShield. Standard Warranty provides that the (a) CloudShield Hardware

More information

MSC Software Standard Software Maintenance & Technical Support Usage Guide

MSC Software Standard Software Maintenance & Technical Support Usage Guide About this document: Technical Support Usage Guide is written to educate and help customers in: Clarifying the extent of technical assistance extended to the customer in return for the Maintenance service

More information

Technical Support Policies

Technical Support Policies Page 1 of 6 Effective Date :01.03.05 Document No. :IPM 128B Technical Support Policies Schedule - A This document describes the Technical Support Policies ( Support Policies ) of IP Momentum. These Support

More information

Managed Security Services SLA Document. Response and Resolution Times

Managed Security Services SLA Document. Response and Resolution Times Managed Security Services SLA Document Appendix A Response and Resolution Times The following table shows the targets of response and resolution times for each priority level: Trouble Priority Response

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode) HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release

More information

User s Guide. Support Services. Ver. 1.1

User s Guide. Support Services. Ver. 1.1 User s Guide Support Services Ver. 1.1 May 2011 Table of Contents 1 Support Services Description... 3 Product Warranty... 3 Premium Support... 3 2 Support Resources... 4 Self-Help Support... 4 Direct Support...

More information

Customer Support Guide Book

Customer Support Guide Book Customer Support Guide Book Welcome To Customer Support Rapid7 Support Phone: 1-866-390-8113 Email: support@rapid7.com http://support.rapid7.com Table of Contents RAPID7 CUSTOMER SUPPORT GUIDEBOOK... 3

More information

SEP AG and its affiliates offers different support levels for customers, partners and potential customers.

SEP AG and its affiliates offers different support levels for customers, partners and potential customers. SEP Support - Services and Definitions SEP Support Services and Definitions (Effective for purchase or renewal from 01-03-2015) Introduction SEP AG and its affiliates offers different support levels for

More information