Dasera provides telephone and email support and online documentation. Support cases are handled based on case priority levels as described below. When submitting a case, Customers will indicate the priority for initial response by logging the case online, in accordance with the priority guidelines set forth below. When the case is received, Dasera Customer Support may change the priority if the issue does not conform to the criteria for the selected priority and will provide Customers with notice (electronic or otherwise) of such change. Dasera will respond to Dasera support requests in accordance with the guidelines set forth below.
Case Priority Levels
Case priorities are assigned based on the technical importance of the problem.
P1: Dasera is completely inaccessible.
P2: One or more key features of Dasera are unusable.
P3: Any other case where a Dasera is not operating as documented or when there is a material degradation in the performance of the Dasera.
P4: All enhancement requests.
Initial Response & Acknowledgment, by case priority
P1: 2 hours
P2: Next business day
P3: Two business days
P4: Three business days
Escalation, by case priority
P1: Manager: Immediate / VP: 1 business day
P2: Manager: 1 business day / VP: 1 week
P3: VP Product Management reviews all open bugs quarterly
P4: VP Product Management reviews all enhancement requests quarterly
Email Status Updates for Open Cases, by case priority
Authorized Support Contacts
Support will be provided solely to the individual(s) authorized by the Customer to receive such support from Dasera ("Support Contacts"). Dasera strongly recommends that Support Contact(s) be trained on the applicable Dasera solution(s). The Customer will be asked to designate Support Contacts, including email address, following Dasera's receipt of the Customer's Order Form(s).
Support is provided via telephone, email and web portal. Support will be delivered by a member of Dasera's technical support team during the hours of operation listed below.
P1: 24 x 7
P2: Monday through Friday during standard business hours (8 AM to 5 PM Pacific); excluding Dasera holidays
P3: Monday through Friday during standard business hours (8 AM to 5 PM Pacific); excluding Dasera holidays
P4: Monday through Friday during standard business hours (8 AM to 5 PM Pacific); excluding Dasera holidays
Customer's Obligation to Assist
Should a Customer report a purported defect in a Dasera, Dasera may require Customer's reasonable cooperation. The Customer's failure to provide the requested cooperation may prevent Dasera from identifying and fixing that purported defect.