Updated 02/01/2022 06:47 PM
Content
Technical Assistance (Trial version)
We believe that excellent service is essential to ensure that our customers obtain the most value from our products. We are excited to introduce you to our technical support program.
Support Plan |
Premier Support |
Technical Assistance |
Product |
SANsymphony/ Hyperconverged Virtual SAN/ vFilO/ Swarm |
SANsymphony/ Hyperconverged Virtual SAN/ vFilO/ Swarm (Trial/Evaluation Versions) |
Support Hours |
24 hours |
N/A |
Online Knowledgebase Access |
Yes |
Yes |
Email Support |
Yes |
Email only to: info@datacore.com |
Web Support |
Yes |
No |
Phone Support |
Yes |
No |
Live Chat Support |
Yes |
No |
Product Builds & Updates |
Yes |
No |
Severity 1 response |
1 hour from incident submission |
N/A |
Severity 2 response |
4 hours from incident submission |
N/A |
Severity 3 response |
24 hours from incident submission |
N/A |
Online Training |
No |
N/A |
Healthcheck
|
No | N/A |
Pricing |
Based on support plan |
No Charge |
To receive support, first register for support on the Support Website. Registration should be performed by the people who will contact and work with our support team when product support is required. They must register with their own company email address and not a group email alias, or a non-company email.
Please refer to our end of life policy for supported versions.
To assure maximum benefit from the use of our products, we highly recommend that the Administrator participate in a DataCore Training Course.
DataCore will provide support to any Customer under a current Support Contract. Timely provision of any requested information including Support Bundles, Logs, or Remote Secure Access will ensure timely response, analysis and resolution to the request. Any delays in providing such information will result in delays to resolution of the request.
Registration of trial software is not needed and will not be accepted.
SANsymphony/HyperConverged Virtual SAN Support
Support is only provided if:
Planning for and execution of an installation, upgrade or migration should be performed by a DataCore Certified Installation Engineer (DCIE) available fromDataCore Professional Services or a Partner. Any issues that occur due to incorrect configuration or installation performed without a DCIE may result in support being withdrawn until re-installed by a DCIE with re-installation services to be paid by the customer.
The premier Support Plan includes the following:
Technical Assistance (Trial versions Only)
DataCore offers customers downloading any DataCore Evaluation software several online resources to assist with their no-charge preview. These include:
DataCore support does not include any service that is not specified as being included in this policy, including but not limited to the following EXCLUDED services:
Web Support
TheWeb Service is the preferred method of requesting assistance from DataCore. Support Home Page is athttp://datacore.custhelp.com/ . Please login to access more Knowledgebase articles.
The Support web site offers access to our Knowledge Base, which contains hundreds of documented technical issues for all of our products, is regularly updated by our support staff, and provides proactive notification of updates to specific issues. The Knowledge Base is accessible free of charge to all customers, with more technical solutions made available to registered users who are logged in. For personal assistance, log-in to this site using the customer login and password. Enter descriptive information about your issues and set the severity level for the incident, as applicable.
Email Support
Email service is available by usingsupport@datacore.com. All emails for new issues will generate incidents for registered customers. All email requests from registered customers are treated as Severity 3.
Live Chat Support
Chat support is available for registered users under a Support Plan. Login is necessary. Chat is available in English only and for Severity 1 & Severity 2 Production issues. Chats are routed directly to Technical Support staff. If no Support staff are available then Chat will also not be available.
Phone Support
The DataCore support number is available 24 hours a day, 365 days a year. Calls to the published support phone numbers will be routed to available Technical Support staff and answered very quickly or allow a voicemail to be left. Language Support Staff if available will have the call routed to them. It is recommended that for a Severity 1 use Phone, Live Chat, or Web to log an incident. Login is needed to access the Phone Numbers FAQ to avoid spoof calls.
Information to collect when contacting Technical Support
Effective support depends directly on the quality of data provided by the person entering the incident. When contacting DataCore Technical Support, please have the following information available:
DataCore are a member of TSANet, TSANet is a Not-For-Profit global collaborative alliance consisting of hundreds of technology companies working collaboratively together to improve their shared customers’ support experiences.https://tsanet.org/ which avoids ‘finger-pointing’ with the focus being to resolve a joint customers root cause.
DataCore will ask customers to raise a support call with the other vendor and report the request number, response, and contact information in order to follow up directly with the vendor when necessary.
The speed and quality of the results are directly related to the completeness of the information provided. Please see the section onContacting Support for guidance on the information to provide.
DataCore Support Service Level target for a response directly back to the contact raising the incident based on the severity of the incident and Support Plan are as follows:
Severity Type |
Definition |
Premier Response |
Severity 1 |
Access to production data or files is not available for one or more Applications or Servers |
1 hour from incident submission |
Severity 2 |
Production system is operational but is badly affected by a function not performing as documented. Onsite installation is delayed due to product/license issue. |
4 hours from incident submission |
Severity 3 |
Production, Test or Demo System has issues. Documentation does not exist, is in error, or is misleading. Any other question a customer may want to ask. |
24 hours from incident submission |
Technical Assistance (Trial Versions only)
We do not set response goals for the free of charge products. We welcome your questions and suggestions as to how to improve our products and the evaluation experience toinfo@datacore.com. Please understand that we cannot assure that we will respond to you personally or within any given time frame.
Release Notes and Software for all products can be obtained from the
Download Site