DataCore Support Policy

Updated 02/01/2022 06:47 PM

Warning: Machine Translation only used

Content

Overview

Premier Support

Technical Assistance (Trial version)

Technical Support Exclusions

Contacting Support

How To Contact Support

Information to Collect

Third-Party Support

Response Goals

Overview

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
7 days per week
365 days

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:

  • ALL Base, Capacity & Feature Licenses activated on each DataCore Server are fully under a Support Plan.
  • EN capacity is only supported on a DataCore Server with EN Base Keys.
  • VL Capacity is only supported on a DataCore Server with a VL Base key.
  • VL and EN base keys can reside on the same DataCore Server to allow EN & VL capacity to be combined on a DataCore Server.
  • VL Capacity is not supported on a DataCore Server with just a EN base key.

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.

Premier Support

The premier Support Plan includes the following:

  • Web, email, live chat and phone access to support.
  • Remote Support using secure remote access
  • 24 hours a day, 7 days a week, 365 days per year.
  • Response goals is based on customer indicated severity levels. See Severity Level Response below.
  • Response is measured from electronic receipt of a call to the time a Technical Support Engineer response.
  • Knowledgebase Access to FAQs & Guides
  • Subscription to Proactive Notification of FAQ & Guide changes
  • Product Download for New Versions, Latest Patches, Host Software & Plug-Ins
  • Quarterly newsletter

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:

  • Email support only toinfo@datacore.com
  • Knowledgebase Access to FAQs & Guides
  • Comprehensive Online Help

Technical Support Exclusions

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:

  • All onsite support, including onsite support for installations, upgrades and troubleshooting.
  • Remote installation or upgrades.
  • Review of Support Bundles prior, and after, an upgrade, unless specifically requested by DataCore Support.
  • Approval of any Design documentation.
  • Provision, Test or Review of any Script or Scripting language.

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Contacting Support

How to Contact Support

 

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.

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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:

  • Severity Level & Access to data or files.
  • Your Company Name (and end-user name if not the end user)
  • Contact name, telephone number (including country code), email address
  • Product or product feature
  • Release version, PSP & Update level
  • Accurate description of the symptom/issue seen
  • Date/Time issue occurred last
  • Procedure used for producing the problem
  • The last change implemented when problem occurred
  • Prepared to provide Support Bundles or Screen Shots as requested. Usehttps://upload.datacore.com/ to upload Bundles once incident number is provided.

Third-party support

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.

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Response Goals

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.

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FAQ Files

Additional Details

ID
1270
Products
  • SAN
  •    SANsymphony
  • Swarm
  •    Swarm Storage
  • vFilO
Categories
  • Problems/Questions
  • Documentation
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Announcements

January 16, 2024
SANsymphony 10.0 PSP17 has been released and is available for download.

March 12, 2024
SANsymphony vCenter Plugin version 3.8 has been released and is available for download.

October 24, 2023
SANsymphony 10.0 PSP16 Update 1 has been released and is available for download.

February 5, 2024
Swarm 15.2 Update 3 has been released and is available for download.

June 12, 2023
DataCore is deprecating Windows Server 2012R2 support going forward. SANsymphony 10.0 PSP15 Update 3 will be the last release that will support Windows Server 2012R2.

March 1, 2022
Windows Integration Kit 4.1.2 has been released and is available for download.

Release Notes and Software for all products can be obtained from the
Download Site