Close
Case 04
Support Packages
Standard Support
Gold Support
Platinum Support
Priority Support
Standard Support
- For free version users and trials
- Access to Datacosa Forum
- Access to Help documents and support center content
- Ticket for critical issues
- Forum answers
Gold Support
- For paying customers
- Ticket System Access
- Datacosa Forum Access
- Access to the Help documents and support center content
- Remote Access for problem resolution (30 mins a month- cannot be carried over to the next month)
Platinum Support
- For acounts that have 120+ users
- Priority Ticket Service
- Datacosa Forum Access
- Live chat support
- Help documents and support center content
- Remote Access for problem resolution (1 hours a month- cannot be carried over to the next month)
Priority Support
- For Premium Users
- High Priority Ticket
- Datacosa Forum Access
- Live chat support
- Help documents and support center content
- Analytics Environment Fully Managed by Datacosa
- Remote Access for problem resolution (4 hours a month- cannot be carried over to the next month)
Standard Support Information
| Severity | Description | Response Time |
|---|---|---|
|
Critical |
Severe business impact due to a non-functioning Datacosa
feature.
|
24 Hours |
|
Non-Critical |
A non-critical question about Datacosa functionality |
Forum |
Other Support Packages Information
| Priority Level | Description | Gold Support | Platinum Support | Priority Support | |||
|---|---|---|---|---|---|---|---|
|
|
|
Response Time |
Resolution Time |
Response Time |
Resolution Time |
Response Time |
Resolution Time |
|
S1: No Access to Datacosa |
S1 Severity refers to a situation when NONE of the Datacosa work spaces are available for use.
Datacosa Workspaces are down or unavailable. A critical part of Datacosa functionality is unavailable or not working as documented or is inaccessible resulting in disruption of work.
|
8 hours |
1 Day |
4 Hours |
16 Hours |
2 Hours |
12 Hours |
|
S2: Workspace Down |
S2 Severity refers to a situation when one or more Datacosa Workspace is unavailable OR there is a blocking production issue affecting all users that does not have any workaround.
A critical part of Datacosa functionality is unavailable or not working as documented or is inaccessible resulting in disruption of work.
|
12 Hours |
18 Hours |
8 Hours |
14 Hours |
4 Hours |
10 Hours |
|
S3: Major Issue |
S3 Severity refers to a situation that significantly impacts performance for most users OR when major functionality is impacted for some or all users OR when work cannot be done in a non-production environment.
Functionality works but performance is highly degraded beyond reasonable considerations OR the functionality is a critical piece of the business solution
and not having it will reduce the value proposition of the Datacosa solution.
No reasonable workaround is available.
|
24 Hours |
5 Business Days |
14 Hours |
2 Business Days |
10 Hours |
1 Business Day |
|
S4: Normal |
S4 issues refer to an issue that affects some but not all users. A short-term workaround is available but may not work out in the long term. The problem affects a non-critical functionality. |
2 Business Days |
7 Business Days |
1 Business Day |
4 Business Days |
18 Hours |
3 Business Days |
|
S5: Low |
S5 refers to information request related to application capabilities, installation (Agent) or configuration and minor problems not affecting service functionality. Missing or erroneous documentation Technical questions related to Product Features. |
3 Business Days |
10 Business Day |
2 Business Day |
6 Business Day |
1 Business Day |
4 Business Days |