Support
Support Coverage
CommGate provides multiple level of technical support for all CommGate range of software products. The table below shows the different types of Support Packages offered with types of technical support available.
|
|
Standard |
Gold |
Platinum |
30-days Trial |
|
Support Coverage* |
During business hours, |
During business hours, |
24 x 7, |
During business hours, |
|
Wiki, FAQ |
Yes |
Yes |
Yes |
Yes |
|
Support Portal |
Yes |
Yes |
Yes |
For first 30-days |
|
Software Updates |
Yes |
Yes |
Yes |
For first 30-days |
|
E-mail Support |
Yes |
Yes |
Yes |
For first 30-days |
|
Remote Access |
No |
Yes |
Yes |
For first 30-days |
|
On-site Support** |
No |
Yes |
Yes |
No |
|
Phone Support (Business hours) |
No |
Yes |
Yes |
No |
|
Crisis Phone** Support |
Yes |
Yes |
Yes |
No |
|
Support Incidents |
4 per year |
10 per year |
Unlimited |
2 in first 30-days |
* For customers with an active support subscription or 30-days trial license only. CommGate business hours are from Monday – Friday, between 9:00 AM to 6:00 PM excluding Public Holidays.
** Available for system down incidents only.
Support Incidents
Each Support Package comes with limited Support Incidents (except for Platinum). An incident is the ability to contact CommGate Technical Support Team directly for help. Your Support Package determines the method (e.g. Support Portal or Phone) and how many incidents a year. Refer to your CommGate Support Entitlement Certificate for details.
Additional Support Incidents can be purchased (1, 2, or 5 incidents); please see our pricing for more information. Support Incidents determined to be enhancement requests or bug reports do not count against your allotted Support Incidents.
Support Incident Process
CommGate is committed to resolving customer problems quickly and professionally. This is what happened when you contact us for technical support.
Step-1: Every service request is logged into the CommGate Technical Support Helpdesk system and is accessible to all Technical Support Team members.
Step-2: The Technical Support Team assigns case priority based, (in part), on the urgency that you indicate.
Step-3: After reasonable troubleshooting, an unresolved case will be escalated to our Development Team directly for resolution.
Note: Enhancement and bug requests are funnel in through the same ticketing process. Typical resolution for enhancements will be bugs filed with Product Management Team who will work with the Development Team and Support Team to provide target release dates. You can always check enhancement and bug status here.
Response Times
Initial response times are dependent upon severity and criticality assigned to support requests. Severity categories:
- Production system outage (S1)
- Major functionality not working with no work-around (S2)
- Major functionality bug with workaround (S3)
- Minor issues and functionality (S4 - S7)
- Enhancements (S8)
- General questions (S9)
|
Severity |
Standard & Gold Support |
Platinum Support |
|
Outages (S1) |
120-mins |
60-mins |
|
Major functionality (S2) |
Next business day |
120-mins |
|
Baseline initial response (S3 - S9) |
Within |
Within |
