Contacting DataCore Technical Support

1. Raising a request

I - Web (Preferred) - See Video Instruction

1. Navigate to the Support Page.(for Object Matrix support use this page instead of this portal)

2. Select the Support Portal button.

3. Select Login in the upper right and provide a valid email and password.

Note 1: Please register on this page to obtain a login.

4. Select Ask Support from the Ask dropdown.

Note 2: Select My Questions from the My Stuff dropdown to update an existing incident.

5. Provide the following information:

A. Select the applicable Question Severity level:

1 - Production Data Not Available

2 - Functional Impact

3 - Other Production and Non-Production questions

B. Subject - Concise description of the problem

C. Customer Name - CS will assume an NFR (Not For Resale) license otherwise

D. Question/Problem

1. A detailed description of the problem

2. Site Status - Business impact for context

3. Last successful action taken and suspected cause or changes made

4. Preferred contact method and phone number

5. Site Status - Business impact for context

6. Last successful action taken and suspected cause or changes made

7. Product version

7. Product Service Pack (PSP) if applicable

E. Product - Select the DataCore product from the drop down selection

F. Category - Select the category from the drop down selection

G. Ticket Number

H. Alternative Email (cc) - Any additional e-mail address(es) to be copied for subsequent correspondence

I. Attach support files 120mb limit

6. Select Submit Question and note the incident number

II - Email (Severity 3 only)

1. Send an email to support@datacore.com

SWARM products use swarm-support@datacore.com

Object Matrix products use support-om@perifery.com

2. Follow step 5 from I - Web above.

III - Phone (Severity 1 or 2 & Escalations)

1. Call local country toll-free number.

-  see FAQ 126 (login required)

2. Slowly and clearly state in English the information from step 5 from I - Web above.

IV - Chat   See Video Instruction

1. Navigate to the Support Page.

2. Select the Support Portal button.

3. Select Login in the upper right and provide a valid email and password  

4. Select Live Chat from the Ask dropdown.

5. Select the Chat Severity.

6. Select the Submit button.

Note 3: Chat is only available in English.

Note 4: No chat support for SWARM

2. Response

DataCore Support is immediately notified for Severity 1 or Severity 2 incidents.

A response takes place:

Severity 1: < 1 hour

Severity 2: < 4 hours

Severity 3: < 24 hours

3. Escalation

Respond by email to an incident requesting escalation, or do the same using Chat, Web Support, or by calling the toll free number (see FAQ 126). Slowly and clearly state in English the need for escalation and provide the following details:

1. Incident Number

2. Name and contact information

3. Reason for escalation

Note 5: Telephone or start a chat session to notify DataCore Support immediately. Updating incidents using other methods of communication may not result in immediate attention.