Policy Document. Customer Support Policy: Saba Enterprise Cloud

Size: px
Start display at page:

Download "Policy Document. Customer Support Policy: Saba Enterprise Cloud"

Transcription

1 Policy Document Customer Support Policy: Saba Enterprise Cloud

2 Customer Support Policy: Saba Enterprise Cloud Overview This document describes Saba s support policy for its Enterprise Cloud products and services. Saba Customer Support Mission Our number one corporate value is customer success. All of our support processes are designed to ensure that our customers are successful in using our products and services. To ensure customer success, our support services are designed to: Resolve issues quickly, effectively, and accurately, in partnership with our customers Provide courteous and professional service Champion change within Saba to improve our products and services on behalf of the customer Help ensure that our customers achieve effective use and optimum value from our products and services Be uniquely responsive to urgent situations and customer emergencies Achieve a team spirit that is projected in each interaction with our customers Where to Get Answers Saba Support Services are offered remotely through various channels as described below. Self-Service Customer Community The Saba Online Community is a space for exchanging advice and best practices, and generating group learning and innovation. It is a rapidly growing community and provides the most up-to-date information and news from across Saba customers, partners, and employees. You can join the Saba Online Community by going to Saba s corporate website at and clicking on the Community tab. Knowledge Base and Documentation The Saba Support Portal offers a knowledge base that is a searchable repository of frequently asked questions and other information regarding use of Saba s products and services. The online knowledge base, along with our product documentation, provides 24x7x365 access to the expertise gained from experience using the Saba product line, and contains the latest and most consistent information about our products and services. It is a dynamic repository and is constantly growing. Contacting Support and Logging Cases Customer access to Saba Support shall commence only after Saba has received a completed and executed External Checklist. Support Portal In the event customers are unable to find answers to their queries in our Customer Community and knowledge base, they can submit a case via Saba s Support Portal. The Saba Support Portal (support.saba.com) enables customers to create cases, obtain updates, and provide information about cases being worked on by Saba Support. By Telephone Telephonic support is available 24 hours a day, 7 days a week. Cases may be opened by calling Saba Customer Support using the numbers below. Americas Within the United States toll-free: SABA (7222) Outside the United States: EMEA International toll-free: CALL SABA ( ) Alternate: Asia/Pacific Australia: Authorized Support Contacts Customers are allowed the number of support contacts designated in their sales Order, each of whom shall receive the training specified in Appendix C, and may contact Saba Support in accordance with this Support Policy. Access to support is dependent upon maintaining current support and maintenance. 2

3 Additional authorized support contacts may be added for an additional charge provided they also meet the training requirements as reflected in Appendix C (the training certification is free of charge). Please contact your Account Manager for pricing for additional authorized support contacts. A customer may change any authorized support contact upon advance written notice to Saba. The new support contact must satisfy the minimum training requirements in the Appendix in order to become an authorized support contact and be granted access to log cases. For continuity purposes, Saba requests that customers retain the same authorized support contact(s) for at least 90 days. Escalation Saba Support is committed to making sure you receive the fastest and most effective support experience possible. However, we do recognize that on rare occasions, customers may have the need for a higher level of attention to address an issue. To meet that need, the following escalation process is in place to raise the visibility of an issue within Saba. There are two levels of escalation: Escalation to Support Management In order to bring a specific issue to the attention of a support manager, you have two choices: a. Directly ask the support engineer to escalate to his or her manager. This can be done by telephone or by placing a note in the case. b. Call the appropriate toll-free number for the regional office; provide the case number, if applicable; and request that the case be escalated to the assigned customer support manager for your account. The support manager will contact you and determine the next steps. If you continue to have any concerns regarding the attention or resolution given to your issue during the escalation process, you are encouraged to further escalate your case to the VP of customer support for your region by requesting escalation from your designated support manager. Enhancement Requests Customers may request enhancements through the Customer Community. Customers can sign up to be a member of the community by visiting clicking the Community tab, and selecting the sign up option on the Community login screen. Enhancements submitted through the Customer Community are monitored by Saba Product Management. Customers also have the ability to vote and comment on requests submitted by other members of the Community. For full details on the enhancement process, search for enhancement requests on your Community home page, and you will find the Community Workspace for enhancements. Support Service Levels Details on the different support types and levels are further explained in the attached Appendices (A and B). Appendix A: Support Policies for Saba Software What is Supported Saba Support provides support only for the unmodified software (including any standard configuration changes as permitted by the applicable documentation for such software). All errors must be able to be reproduced by Saba on such software before a patch or other fix will be considered. In the event that Saba (i) develops and delivers to the customer any customization or modification to the software and (ii) determines to include and support such customization or modification as part of the software and products and services that Saba supports for its general licensee base, then Saba will provide the customer with support for such customization or modification on the same terms and conditions that Saba makes generally available to its customers and in accordance with the support package that Saba is then currently providing to the customer for the software. Saba Support provides post-production support on the Saba product lines for all customers. Except as provided in this paragraph or as otherwise agreed upon in writing by Saba and the customer, Saba will not have any obligation to support any such customization or other modification to the software. Saba Support does not provide support for migrations, upgrades, deployment of new modules, or development of new functionality. These tasks can be performed for an additional fee through the Saba Consulting Services team. The Saba Product Support Duration schedule can be found here on our Customer Community. Case severity designations are used to identify the business impact of an issue to the customer. The higher the designation, the more critical the problem is for the customer and the more urgent is the need for a fix or workaround. Based on the definitions below, the customer initially specifies the severity when submitting the issue. After reviewing and evaluating the details of the submitted issue, Saba Support may change the severity of the issue, and if so, will inform the customer. 3

4 Appendix B: Cases Severities and SLA s for Saba Enterprise Cloud Case Severity Description Examples S1 S2 S3 S4 Outage Critical Issue Important Issue (Any Environment) Informational Issue Service functionality is unavailable for Production A module is unavailable for use with no workaround and/or multiple users cannot access the portal in Production. The issue causes significant, measureable disruption to productive use of the services in the Production Environment. Single point of failure condition (any environment) or there is a moderate disruption to the productive use of the service; work-around typically available and/or Service Outage for non-production Environments. Informational, tracking of non-standard operational condition (any environment) and/or usability / how-to type questions SR Service Request A service request for Saba to perform a routine change, function, or process. No users can login SSO down Content Server is down / Content won t launch Notification Server down Report/Analytics down Unable to start a Saba Meeting Cannot upload Content Data import / job failure Multiple users can join a Saba Meeting, but cannot use video or record a session Download/view files works, but cannot edit/upload files Intermittent performance issues QA/Dev Down Saba Meeting can be started, but intermittently disconnects Single user cannot login to Saba portal or has problems with Saba Meeting Patch Installation Pending patch fixes etc. Overall public internet performance or end-customer internal network problems impairing the user experience. Questions regarding feature/functionality or general usability. Service request such as QA Refresh, IP whitelisting, customization installation and/or or VPN or DNS requests Case Severity Response SLA Resolution SLA S1 S2 S3 S4 Outage Critical Issue Important Issue Informational Issue 30 Min 3 Hours, 39 Minutes (99.5% Monthly Uptime Guarantee) 1 hour 12 hours 2 Hours 2 Hours SR Service Request 2 Hours Case updates provided every 3 days until a diagnosis and resolution is available Case update provided every 3 days until a diagnosis and resolution is available Within 48 hours, a time frame will be provided for when the service request will be completed 4

5 Appendix C: Authorized Support Contact Training Training Requirements for Authorized Support Contacts In order to maximize the benefit of the services provided by Saba Support and to help speed case resolution, Authorized Support Contacts (ASCs) are required to complete a mandatory course. The course provides training on using our Support tools, and provides access to free Job Aids and user guides. The required course can be found in the online Customer Community, located at Saba/Web_wdk/SPCTNT351Site/index/prelogin.rdf You will require a username and password to the Customer Community. You can self register for an account if you don t have one already. To locate the ASC course: Click Browse and select Learning catalog from the Browse page. Select the Authorized Support Contact (ASC) category from the left navigation (See Screenshot.) There is a separate course for each of the currently supported SEC versions. Be sure to select the version in use at your company and click Enroll. A confirmation page will be displayed. On the right, you have the option to continue to browse available customer training, or go straight to the course details page by clicking the course title in the confirmation screen. Saba delivers a cloud-based Intelligent Talent Management solution used by leading organizations worldwide to hire, develop, engage, and inspire their people. Intelligent Talent Management uses machine learning to offer proactive, personalized recommendations on candidates, connections, and content to help your employees and organization lead and succeed Saba Software, Inc. All rights reserved. Saba, the Saba logo, and the marks relating to Saba products and services referenced herein are either trademarks or registered trademarks of Saba Software, Inc. or its affiliates. All other trademarks are the property of their respective owners. 5 Saba 2400 Bridge Parkway Redwood Shores CA USA (+1) 877.SABA.101 or (+1) p_9/14

Onboarding with Saba Cloud

Onboarding with Saba Cloud Solution Sheet Onboarding with Saba Cloud Saba helps employees ramp up faster, with immediate connectivity to expertise, 30/60/90-day reviews, justin-time learning, continuous coaching, and paperless forms

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

GigaSpaces Customer Support Overview

GigaSpaces Customer Support Overview Error! No text of specified style in document. Subject to change without notice GigaSpaces Customer Support Overview GigaSpaces Customer Support Organization is committed to Overall Customer Success and

More information

> SuperSTAR Suite. Customer Support Guide

> SuperSTAR Suite. Customer Support Guide > Customer Support Guide February 7, 2013 Table of Contents Table of Contents... i Tables Reference... ii Space-Time Research Customer Support Plan... 3 Support Policies... 4 Definition of a Support Case...

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

Expertise@Work An Agile Project Methodology

Expertise@Work An Agile Project Methodology Expertise@Work An Agile Project Methodology White Paper White Paper > Expertise@Work: An Agile Project Methodology Expertise@Work: An Agile Project Methodology Quick time to value, increased ROI, and meeting

More information

Siebel HelpDesk Guide. Version 8.0, Rev. C March 2010

Siebel HelpDesk Guide. Version 8.0, Rev. C March 2010 Siebel HelpDesk Guide Version 8.0, Rev. C March 2010 Copyright 2005, 2010 Oracle and/or its affiliates. All rights reserved. The Programs (which include both the software and documentation) contain proprietary

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

Accelerating New-Hire Success with Social Onboarding

Accelerating New-Hire Success with Social Onboarding Accelerating New-Hire Success with Social Onboarding White Paper White Paper > Accelerating New-Hire Success With Social Onboarding Accelerating New-Hire Success With Social Onboarding Good onboarding

More information

LifeCyclePlus Version 1

LifeCyclePlus Version 1 LifeCyclePlus Version 1 Last updated: 2014-04-25 Information in this document is subject to change without notice. Companies, names and data used in examples herein are fictitious unless otherwise noted.

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

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

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

CAMMS ONLINE SUPPORT PORTAL USER MANUAL

CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS ONLINE SUPPORT PORTAL USER MANUAL September 2014 PREPARED BY CAM Management Solutions Level 17, 45 Grenfell St, Adelaide SA 5000 Telephone: 08 8212 5787 Facsimile: 08-8212-5288 www.cammanagementsolutions.com

More information

Maximize Your Workday HCM Investment

Maximize Your Workday HCM Investment Maximize Your Workday HCM Investment Integrating Workday with Saba has never been easier with Saba s drag, drop and done Workday Connector! DRAG, DROP AND DONE! White Paper Maximize Your Workday HCM Investment

More information

MENTOR GRAPHICS CUSTOMER CARE GUIDE

MENTOR GRAPHICS CUSTOMER CARE GUIDE MENTOR GRAPHICS CUSTOMER CARE GUIDE TABLE OF CONTENTS INTRODUCTION... 4 Customer Support Welcome... 4 Customer Support Overview... 5 About This Guide... 5 MENTOR GRAPHICS SUPPORT PLANS... 6 Mentor Graphics

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

Cloud Attached Storage 5.0

Cloud Attached Storage 5.0 Release Notes Cloud Attached Storage 5.0 March 2015 2015 Cloud Attached Storage 5.0 Release Notes 1 1 Release Contents Copyright 2009-2015 CTERA Networks Ltd. All rights reserved. No part of this document

More information

APM Support Services Guide

APM Support Services Guide COMPUWARE APM APM Support Services Guide December 2013 COMPUWARE APM SUPPORT SERVICES GUIDE When you partner with Compuware, you get the education, advice and direct support you need to maximize the benefits

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

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

UTech Services Announces New Helpdesk Service Request System!!

UTech Services Announces New Helpdesk Service Request System!! Contents UTech Services Announces New Helpdesk Service Request System!!... 2 Requesting Assistance from Utech Services using Footprints... 3 3 Ways to Request Support... 3 HOW TO USE THE SELF SERVICE PORTAL...

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

Quick Install Guide. Lumension Endpoint Management and Security Suite 7.1

Quick Install Guide. Lumension Endpoint Management and Security Suite 7.1 Quick Install Guide Lumension Endpoint Management and Security Suite 7.1 Lumension Endpoint Management and Security Suite - 2 - Notices Version Information Lumension Endpoint Management and Security Suite

More information

Dolphin Support Center Customer User Manual

Dolphin Support Center Customer User Manual Dolphin Support Center Customer User Manual This manual is intended to provide information on the Dolphin Support Center, how you would use it, and some best practices to ensure that the support you receive

More information

HR Data Visualization and Validation Making Big Data Actionable

HR Data Visualization and Validation Making Big Data Actionable HR Data Visualization and Validation Making Big Data Actionable White Paper White Paper > HR Data Visualization and Validation Making Big Data Actionable Introduction Implementing new HR systems or merging

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

LDAP Synchronization Agent Configuration Guide

LDAP Synchronization Agent Configuration Guide LDAP Synchronization Agent Configuration Guide Powerful Authentication Management for Service Providers and Enterprises Authentication Service Delivery Made EASY Copyright 2013 SafeNet, Inc. All rights

More information

Dell Mobile Management. Apple Device Enrollment Program

Dell Mobile Management. Apple Device Enrollment Program Dell Mobile Management Contents Dell Mobile Management 3 Setting up the 3 DMM Device Deployment Program Prerequisites 4 Configure Apple VPP Token in DMM 5 Download Apple VPP Token 5 Assign VPP App Licenses

More information

Oracle Enterprise Manager

Oracle Enterprise Manager Oracle Enterprise Manager System Monitoring Plug-in Installation Guide for Microsoft Active Directory Release 12.1.0.1.0 E28548-04 February 2014 Microsoft Active Directory, which is included with Microsoft

More information

Brochure. Engage Package

Brochure. Engage Package Brochure Engage Package Brochure > Engage Build an Engaging Learning Culture According to Bersin by Deloitte Research, organizations that build an engaging learning culture are: 17% more likely to be market

More information

Juniper Care Plus Services

Juniper Care Plus Services Juniper Care Plus Services Service Overview In today s dynamic marketplace, organizations are under constant pressure to meet market demand while maintaining or increasing return on investment. IT departments

More information

Mtivity Client Support System. Quick start guide

Mtivity Client Support System. Quick start guide Mtivity Client Support System Quick start guide Mtivity Client Support System We are very pleased to announce the launch of a new Client Support System for Mtivity. The new Client Support System will provide

More information

Juniper SSL VPN Authentication QUICKStart Guide

Juniper SSL VPN Authentication QUICKStart Guide Juniper SSL VPN Authentication QUICKStart Guide Powerful Authentication Management for Service Providers and Enterprises Authentication Service Delivery Made EASY Copyright 2012 SafeNet, Inc. All rights

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

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

Time Warner Cable Business Class IP VPN & Managed IP VPN User Guide

Time Warner Cable Business Class IP VPN & Managed IP VPN User Guide Time Warner Cable Business Class IP VPN & Managed IP VPN User Guide Table of Contents 1. TWCBC IP VPN & Managed IP VPN Service Overview... 4 2. How to Order New Services... 5 2.1 Mobile IP VPN Client Licenses...

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal

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

Customer Support & Professional Services

Customer Support & Professional Services Customer & Professional Services Grass Valley s global network of skilled service engineers and delivery infrastructure can help you deploy and maintain mission-critical products and systems from Grass

More information

UniDesk Self Service Portal (SSP) User Guide

UniDesk Self Service Portal (SSP) User Guide UniDesk Self Service Portal (SSP) User Guide Logging into the SSP The SSP is available via the Service Desk page on the ISD Website. Only current staff and students can use the SSP. Use of a protected

More information

POC Installation Guide for McAfee EEFF v4.1.x using McAfee epo 4.6. New Deployments Only Windows Deployment

POC Installation Guide for McAfee EEFF v4.1.x using McAfee epo 4.6. New Deployments Only Windows Deployment POC Installation Guide for McAfee EEFF v4.1.x using McAfee epo 4.6 New Deployments Only Windows Deployment 1 Table of Contents 1 Introduction 4 1.1 System requirements 4 1.2 High level process 5 1.3 Troubleshooting

More information

Synthetic Monitoring Scripting Framework. User Guide

Synthetic Monitoring Scripting Framework. User Guide Synthetic Monitoring Scripting Framework User Guide Please direct questions about {Compuware Product} or comments on this document to: APM Customer Support FrontLine Support Login Page: http://go.compuware.com

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

Advanced Configuration Steps

Advanced Configuration Steps Advanced Configuration Steps After you have downloaded a trial, you can perform the following from the Setup menu in the MaaS360 portal: Configure additional services Configure device enrollment settings

More information

PULSE SECURE CARE PLUS SERVICES

PULSE SECURE CARE PLUS SERVICES DATASHEET PULSE SECURE CARE PLUS SERVICES Service Overview In today s dynamic marketplace, organizations are under constant pressure to meet market demand while maintaining or increasing return on investment.

More information

Oracle Enterprise Manager

Oracle Enterprise Manager Oracle Enterprise Manager System Monitoring Plug-in Installation Guide for Microsoft Internet Information Services Release 12.1.0.2.0 E28547-05 February 2014 This document provides a brief description

More information

SCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service

SCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service Hosted Cloud Storage Service: Scope of Service 1. Definitions 1.1 For the purposes of this Schedule: Access Account is an End User account with Data Storage requiring authentication via a username and

More information

Active Directory Self-Service FAQ

Active Directory Self-Service FAQ Active Directory Self-Service FAQ General Information: info@cionsystems.com Online Support: support@cionsystems.com CionSystems Inc. Mailing Address: 16625 Redmond Way, Ste M106 Redmond, WA. 98052 http://www.cionsystems.com

More information

Case Study. We are growing quickly, and Saba is key to that successful growth.

Case Study. We are growing quickly, and Saba is key to that successful growth. Case Study In the dynamic energy industry, Mansfield Oil one of Forbes 50 Largest Private Companies fuels its employee engagement and retention with a new talent management strategy powered by Saba Software.

More information

VCE SUPPORT OVERVIEW. Investment Protection and Welcome Peace of Mind

VCE SUPPORT OVERVIEW. Investment Protection and Welcome Peace of Mind vce.com VCE SUPPORT OVERVIEW VCE provides the world s most advanced converged infrastructure, offering unmatched simplicity while delivering the extraordinary efficiency and business agility made possible

More information

Support Operations Handbook

Support Operations Handbook Support Operations Handbook Cray Platinum Diamond Support Cray Inc. Version 2.2 February 11, 2014 Table of Contents About Cray Customer Service.4 About This Document...........5 Document Version History...

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

Symantec Protection Center Enterprise 3.0. Release Notes

Symantec Protection Center Enterprise 3.0. Release Notes Symantec Protection Center Enterprise 3.0 Release Notes Symantec Protection Center Enterprise 3.0 Release Notes The software described in this book is furnished under a license agreement and may be used

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

Customer Support Policy

Customer Support Policy Customer Support Policy This Customer Support Policy ( Policy ) describes the Support that Invenias provides to Customers that have paid all applicable fees and that are using Licensed Software in a Supported

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

Virtual Appliance Setup Guide

Virtual Appliance Setup Guide Virtual Appliance Setup Guide 2015 Bomgar Corporation. All rights reserved worldwide. BOMGAR and the BOMGAR logo are trademarks of Bomgar Corporation; other trademarks shown are the property of their respective

More information

HP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9.

HP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9. HP Service Manager For the supported Windows and UNIX operating systems Software Version: 9.32 Service Desk help topics for printing Document Release Date: August 2013 Software Release Date: August 2013

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

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

Symantec Managed PKI for SSL Support Overview. How to get quick and convenient customer support

Symantec Managed PKI for SSL Support Overview. How to get quick and convenient customer support WHITE PAPER: SYMANTEC MANAGED PKI FOR SSL SUPPORT OVERVIEW Symantec Managed PKI for SSL Support Overview How to get quick and convenient customer support Symantec Managed PKI for SSL Support Overview CONTENTS

More information

Exhibit A Subscription Services

Exhibit A Subscription Services Exhibit A Subscription Services 1. Mirantis Subscription Services. Mirantis Subscription Services includes Mirantis OpenStack Support for Mirantis OpenStack Software and Open Source Components in consideration

More information

Candidate Online Timesheet Instructions

Candidate Online Timesheet Instructions Candidate Online Timesheet Instructions instructions - Candidate 1 Benefits New online timesheet platform accessible from any mobile device Web portal access allowing you to update your resume at the click

More information

Remote Connectivity Infrastructure

Remote Connectivity Infrastructure Remote Connectivity Infrastructure SAP Active Global Support & Maintenance Go-to-Market November 2014 Public Remote Connectivity Infrastructure Table of Contents Introduction General Architecture SAProuter

More information

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

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

More information

FlexPod Cooperative Support Model

FlexPod Cooperative Support Model FlexPod Cooperative Support Model Quick Reference Guide NetApp and Cisco share a long history of support collaboration with FlexPod, a data center solution that is unified, pretested, and validated. It

More information

How To Use Adobe Software For A Business

How To Use Adobe Software For A Business EXHIBIT FOR MANAGED SERVICES (2013V3) This Exhibit for Managed Services, in addition to the General Terms, the OnDemand Exhibit, and any applicable PDM, applies to any Managed Services offering licensed

More information

1) Go to the following URL: https://myitservices.nus.edu.sg/arsys/ 2) Login with your NUS account and password.

1) Go to the following URL: https://myitservices.nus.edu.sg/arsys/ 2) Login with your NUS account and password. Introduction: Computer Centre has a wide range of service offering to all NUS users. Through an easy-to-use selfservice IT Service Request Portal, selected services are exposed to NUS Community to facilitate

More information

Malwarebytes Enterprise Edition Best Practices Guide Version 1.3 21 March 2014

Malwarebytes Enterprise Edition Best Practices Guide Version 1.3 21 March 2014 Malwarebytes Enterprise Edition Best Practices Guide Version 1.3 21 March 2014 Notices Malwarebytes products and related documentation are provided under a license agreement containing restrictions on

More information

Guide to the Kofax Customer Portal

Guide to the Kofax Customer Portal Kofax Technical Support April 2015 Contents 1 Introduction... 1 2 Accessing the Portal... 1 2.1 Requesting a Kofax Customer Portal Account... 1 2.2 Requesting a Password Reset... 5 2.3 Requesting your

More information

Microsoft Windows Intune: Cloud-based solution

Microsoft Windows Intune: Cloud-based solution Microsoft Windows Intune: Cloud-based solution So what exactly is Windows Intune? Windows Intune simplifies and helps businesses manage and secure PCs using Windows cloud services and Windows 7. Windows

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

Olive Customer Support Policy

Olive Customer Support Policy Olive Customer Support Policy March 2015 Overview This document provides Olive customers with a description of the support policy of Olive Software. This document will also provide an insight into Olive

More information

MASTER SERVICE LEVEL AGREEMENT (MSLA)

MASTER SERVICE LEVEL AGREEMENT (MSLA) MASTER SERVICE LEVEL AGREEMENT (MSLA) Charles Darwin University Document Owner Service Level Manager Zubair NAQVI Zubair NAQVI Version Date Revision/Description Author 1.00 16 February 2010 Creation Zubair

More information

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007

Fully Managed IT Support. Proactive Maintenance. Disaster Recovery. Remote Support. Service Desk. Call Centre. Fully Managed Services Guide July 2007 Fully Managed IT Support Proactive Maintenance Disaster Recovery Remote Support Service Desk Call Centre London Office ITVET Limited 2 nd Floor 145 157 St John Street London EC1V 4PY t: +44(0)8704 232

More information

Connected Data. Connected Data requirements for SSO

Connected Data. Connected Data requirements for SSO Chapter 40 Configuring Connected Data The following is an overview of the steps required to configure the Connected Data Web application for single sign-on (SSO) via SAML. Connected Data offers both IdP-initiated

More information

Support Procedures Last Updated: May 7, 2008

Support Procedures Last Updated: May 7, 2008 Support Procedures Last Updated: May 7, 2008 Table of Contents Support Scope... 1 Support Levels... 2 Web Support vs. Phone Support... 4 Entering a Ticket... 4 How to get support... 5 Requests & Minor

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

MANAGED SECURITY SERVICES RESPONSIBILITIES GUIDE July 2013

MANAGED SECURITY SERVICES RESPONSIBILITIES GUIDE July 2013 MANAGED SECURITY SERVICES RESPONSIBILITIES GUIDE July 2013 1. ABOUT THIS GUIDE...3 1.1 S NEW CTOMERS...3 1.2 S ALL CTOMERS...3 1.3 OUR S...3 1.4 KEEPING R CONTACT DETAILS UP-TO-DATE...4 1.5 RECORDING R

More information

Contacting Descartes Service Desk

Contacting Descartes Service Desk Version 1 April 2012 Toll Free 800.419.8495 Int l 519.746.8110 info@descartes.com www.descartes.com Table of Contents ABOUT DESCARTES SERVICE DESK... 3 CONTACTING DESCARTES SERVICE DESK... 4 SERVICE DESK

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

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

VMware vcenter Support Assistant 5.1.1

VMware vcenter Support Assistant 5.1.1 VMware vcenter.ga September 25, 2013 GA Last updated: September 24, 2013 Check for additions and updates to these release notes. RELEASE NOTES What s in the Release Notes The release notes cover the following

More information

MaaS360 Cloud Extender

MaaS360 Cloud Extender MaaS360 Cloud Extender Installation Guide Copyright 2013 Fiberlink Communications Corporation. All rights reserved. Information in this document is subject to change without notice. The software described

More information

Adobe Volume Licensing

Adobe Volume Licensing Adobe Volume Licensing Enterprise Agreement Program Guide Version 7.0 August 1, 2013 Table of Contents Table of Contents... 2 Adobe Enterprise Agreement (EA) Summary... 4 EA Discount Levels & Tiers...

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

SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES

SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES This Product Schedule Terms & Conditions is incorporated into a Services Agreement also comprising the General Terms and Conditions which the Customer

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Service Desk help topics for printing

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Service Desk help topics for printing HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Service Desk help topics for printing Document Release Date: December 2014 Software Release Date: December

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

Polycom Global Services

Polycom Global Services SUPPORT SERVICES OVERVIEW Polycom Global Services Support Services Polycom Global Services wants to help you select the best support option for your needs. We understand your decision will be based on

More information

ReadyNAS Replicate. Software Reference Manual. 350 East Plumeria Drive San Jose, CA 95134 USA. November 2010 202-10727-01 v1.0

ReadyNAS Replicate. Software Reference Manual. 350 East Plumeria Drive San Jose, CA 95134 USA. November 2010 202-10727-01 v1.0 ReadyNAS Replicate Software Reference Manual 350 East Plumeria Drive San Jose, CA 95134 USA November 2010 202-10727-01 v1.0 2010 NETGEAR, Inc. All rights reserved. No part of this publication may be reproduced,

More information

THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY INFRONT WEBWORKS.

THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY INFRONT WEBWORKS. THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY INFRONT WEBWORKS. I. Service Definition Infront Webworks, will provide you with cloud based services and other application

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

Identity Hub Service Desk Handbook. Document Ref: NSWG/MS/SG/v1.0 December, 2014. Version 1.0

Identity Hub Service Desk Handbook. Document Ref: NSWG/MS/SG/v1.0 December, 2014. Version 1.0 Identity Hub Service Desk Handbook Document Ref: NSWG/MS/SG/v1.0 December, 2014 Version 1.0 Contents 1.0 INTRODUCTION 3 Who is Dataweave? 4 Who is the Dataweave Identity Hub service desk? 4 2.0 HOW DO

More information

Cisco ASA Authentication QUICKStart Guide

Cisco ASA Authentication QUICKStart Guide Cisco ASA Authentication QUICKStart Guide Powerful Authentication Management for Service Providers and Enterprises Authentication Service Delivery Made EASY Copyright 2012 SafeNet, Inc. All rights reserved.

More information

MaaS360 On-Premises Cloud Extender

MaaS360 On-Premises Cloud Extender MaaS360 On-Premises Cloud Extender Installation Guide Copyright 2014 Fiberlink Communications Corporation. All rights reserved. Information in this document is subject to change without notice. The software

More information

Today s Talent Flight Risk:

Today s Talent Flight Risk: RESEARCH STUDY Today s Talent Flight Risk: Why Your Employees Are Taking Off and What HR Can Do About It Employee Development Survey September 2015 Imagine walking into your workplace and seeing one out

More information

Software Maintenance and Support Services TECHNICAL SERVICES

Software Maintenance and Support Services TECHNICAL SERVICES Software Maintenance and TECHNICAL SERVICES Software Maintenance and Software Maintenance and Perceptive Software s Software Maintenance and Agreement, or SMSA, is a vital part of every customer relationship

More information

Avigilon Control Center 5 System Integration Guide. Video and Event Viewer for Lenel OnGuard

Avigilon Control Center 5 System Integration Guide. Video and Event Viewer for Lenel OnGuard Avigilon Control Center 5 System Integration Guide Video and Event Viewer for Lenel OnGuard 2013-2015, Avigilon Corporation. All rights reserved. AVIGILON, the AVIGILON logo, ACC and AVIGILON CONTROL CENTER

More information