Privacy Policy

Dasera Support Guidelines

Last updated: October 14, 2021

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.

Response Times

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

P1:  Daily

P2:  Weekly

P3:  None

P4:  None

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 Hours

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.