1 Technical Support Services Provided
Data Dynamics Technical Support is available to ensure customers achieve maximum value of the purchased software products. Technical Support provides product information, guidance, feature assistance as well as timely resolution of software problems or errors for Data Dynamics products and solutions. For any questions regarding support policies or the scope of services provided, please contact Technical Support at email@example.com.
Note that Technical Support does not provide billable professional services, IT consulting, on-premises support or product licenses. Please contact Sales (firstname.lastname@example.org) for further information.
NOTE: This document does not surpass or supersede the EULA (End User License Agreement) of the product that is provided at installation.
2 Technical Support Definitions
2.1 Types of Requests
- Problem: This indicates an unexpected behavior, error message, functional failure, data inconsistencies, etc.
- Question: This indicates a request for help in answering how-to questions, version and configuration support, and other assistance in understanding product functionality, options, limitations, etc.
- Feature Request: This indicates a request for a new feature or software enhancement to be included in the product in a future version.
- Request: This indicates any other request that does not fall into the above categories.
The below severity levels categorize the impact of reported problems. Note that severity levels may change during a case lifetime as new information is discovered.
- Severity Level 1 – Critical: May include data loss, product down or completely unusable with no workaround, acute security vulnerability.
- Severity Level 2 – High: Prominent functional failure or incorrect results. The product can be used but with limited functionality.
- Severity Level 3 – Medium: Average functional failure. A feature is not working as expected or certain limited conditions cause errors.
- Severity Level 4 – Low: Minor and benign issue or feature request.
Priority refers to the time criticality or urgency of response needed. Typically the Priority will match Severity but may not always be the case. Please refer to the following priority level definitions.
- High: Urgent request. Immediate response and highly-time critical assistance is needed. Customer availability is required.
- Normal: Typical response is expected.
- Low: Not time sensitive. Response is as time allows.
3 Access to Support Resources
3.1 Self-Help and Knowledge Base
Our Support Portal provides searchable and categorized knowledge base articles that may be useful in resolving any questions or apparent problems. This can be found at the following location: https://datdynsupport.com/KBdetail.aspx
3.2 Searchable online Help
Customers can search and view comprehensive online help that provides detailed product conceptual and procedural information. This can be found at the following location: https://www.datdynsupport.com/help/
3.3 Product Documentation
With the product installation are included Release Notes as well as product documentation such as Administrator’s Guide, User Guide, etc. Typically these are provided in PDF format. These can also be found at the following location: https://datdyn.wpengine.com/resources#product-documentation
In order to maximize efficient use of the product, customers have access to instructor-led product training in an online classroom. Training may answer many questions about the product before use in production. Training schedules and course information can be found here: https://datdyn.wpengine.com/resources/training/
3.5 Means of submitting requests
Data Dynamics Technical Support highly encourages customers to take advantage of resources available before submitting a case request. If a customer has exhausted the Knowledge Base and Online Help without resolution, they can submit a support request case by the various means listed below. Note that presently there is no limit on number or frequency of support requests.
- Registered customers can open a new support case directly from our Support Portal at https://datdynsupport.com. Customers can register by creating a new account on the login screen.
- We also provide support via emailing email@example.com or calling the Technical Support line at 281-888-0616.
Customers will receive a case number and can also view status of currently open Support cases as well as case history via the Support Portal. The Support Portal also provides the ability to update a current case and add attachments.
4 Technical Support Expectations
4.1 Support Operating Hours
DataDynamics Inc. provides Technical Support 24 hours a day, seven days a week except for US national holidays. Availability of and response of support services will depend on severity and priority of customer’s support incident.
4.2 Support Response Times
4.2.1 Initial and Ongoing Response Times of Problem type cases
The goal of Technical Support is to provide quick resolution to support cases. All cases are different in depth and complexity and may require different times to resolution. The following response times should be expected from Technical Support on customer requests. Note that if Priority is set to Low then customer is indicating response times are not critical.
|2||1 business day|
|3||2-3 business days|
|4||2-3 business days|
4.2.2 Cases requiring a software fix release
If a problem request requires software engineering escalation (i.e. 3rd level support), it may require a software patch to the product to resolve the error. The following table provides guidelines on software fix expectations:
|Severity||Software Fix Release Expectation|
|1||Immediate software patch will be provided to address the problem. Top priority will be placed on development and testing of code update. Time may vary depending on complexity of the fix needed. Fix may be provided to customer only or made generally available to the public.|
|2||Fix will be provided in next generally service pack, if applicable, or next product release.|
|3||Fix not guaranteed to be in next generally available version update of product. This may depend on commonality of problem across customer base.|
|4||Fix not guaranteed to be in next generally available version update of product. This may depend on commonality of problem across customer base.|
Customers who are not satisfied with the progress of the resolution of their case or are concerned with the service responsiveness may request an escalation of their support case. Customers may contact their Sales account manager or alternatively, send an email to firstname.lastname@example.org. Emails should include the case number, description of the current status of the case, and the reason for escalation.
4.4 Dedicated Escalation Team (SWAT) for High Priority,
The Technical Support SWAT team will be provided for high priority cases with severity level 1 or 2 and are responsible for critical customer escalations. Individuals in this role are Subject Matter Experts (SME) and are often regarded as regional or global leads for DataDynamics Products along with knowledge of supporting platforms. They contribute heavily to technical training and development of the support team.
The SWAT Team will also work closely with Product Development teams (Development, QA, Product Management) as appropriate. SWAT team members will generally be Senior Technical Support Engineers or above, or Senior Technical members of Development and QA.
4.5 Technical Support Communication
During the case life, Technical Support will provide to the customer continuous updates on current findings, explanation of progress, rationale for information requests or configuration steps, and strategies or next steps. Communication will typically be provided over email or phone at request of customer. Communication is always expected to be concise, informative, professional and courteous.
Technical Support will provide proactive notification of new product releases, hotfixes, and end of life support via email communication. Customers registered on our support portal (https://datdynsupport.com) will be eligible to receive these notifications.
4.6 Product Version Support
Technical Support will provide support services for the current product version and the previous version. The following table provides support expiration dates per release version:
|Product Release||Release Date||General Support Ends|
|StorageX 7.8.0||August 2016||TBD|
|StorageX 7.7.0||November 2015||May 2017|
|StorageX 7.6.0||March 2015||August 2016|
5 Expectations of the Customer
To receive Technical Support services customers are required to have a verified and non-expired license of the product.
5.2 Providing of Information
In order to speed resolution of a support case, customers should provide as much relevant information as possible at the time the case is submitted.
As applicable, Technical Support may require additional information about the customer objectives and technical environment in order to help diagnose problems, provide answers, etc. These may include, but are not limited to, steps taken, screen shots, product log files, computer system information, user accounts, network configuration, storage system information, etc. All information provided will be kept confidential and not shared outside of Data Dynamics, Inc. In many cases, the use of WebEx online conferencing may be used to understand the scenario, gather information as well as provide guidance to customers.
5.3 Configuration Changes and Diagnostic Drops
If necessary, Technical Support may require configuration changes of computer, network, storage and other systems to diagnose and resolve the customer case. In addition, it might be necessary to install additional software, tools, or diagnostic code from Data Dynamics in order to further resolution of the customer case. Any such additional software, tools or diagnostic code should not be used by the customer other than for the specified purpose for which it was provided by Data Dynamics, and Data Dynamics disclaims all liability for such use of the additional software, tools or diagnostic code by the customer.
In order to troubleshoot any reported problems and gather information, ongoing communication or correspondence will be necessary between the customer and Technical Support. The use of phone, email, and online conferencing (e.g. WebEx) may be required of the customer. Professional communication should be expected.
5.5 Time Response
To improve speed of resolution of the case, corresponding timely response of technical support requests for information is expected of the customer. Unless previously noted by customer (e.g. vacation taken), cases waiting on customer for more than one week will be closed. If an open High Priority case is under diagnosis, immediate availability of the customer is expected.
In order to ensure proper understanding of the product and help efficiently resolve support requests, we strongly recommend customers attend the free product training available as referred to in section 3.4 above.
6 Software Maintenance Updates
Licensed customers on current maintenance plans are eligible to receive and install software service packs, patches and fixes immediately upon release. Software updates can be downloaded from the Downloads section of the Support Portal https://datdynsupport.com.