How does the Support work?

The Standard Support Plan will be provide Support to Customer’s Users at no additional charge for included services. It is available during local business hours, excluding holidays. Users can submit cases through a support portal and are assigned a severity level, ranging from critical system issues to minor inquiries. Resolutions may involve fixes, workarounds, or other solutions. Cases requiring further investigation are escalated based on severity.

Note:
This is our cost-free Standard Support Plan, if you require a specific support plan with faster response times for critical applications we can always arrange a joint agreement for an additional fee. Please contact our sales team or your Key Account Manager.

Availability

Support is available on weekdays, excluding holidays, during our local business hours. Local business hours our are from 9 am to 5 pm in UTC+1 time zone.

Access

For Severity Levels 1-4, Users must submit cases over the Web via the Support Hub portal. Upon case submission, Users will be asked to provide their company name, contact information and case details, and each case will be assigned a unique case number.

Our Support Representatives will use commercially reasonable efforts to call or e-mail the User within two (2) business days and will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in our reasonable determination. Only the system administrator of this DeepVA instance shall use the support plan, as single point of contact.

Submitting a case

Users can submit a case as follows:

For severity levels 1-4, use the support portal available via this link
See table below for correct categorisation.
Provide the requested information in the form and click "Submit".
Once the case has been successfully created, you will immediately receive a notification email with your case number.
A member of our support team will deal with your case within two working days.

Escalation / Severity Levels

Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis. Issues will be generally categorized and handled according to an assigned severity level, as follows:

Severity Level	Description and Examples
Level 1 – Critical	System unavailability (for all users) and data integrity issues with no workaround available.
Level 2 – Urgent	Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or data export.
Level 3 – High	System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.
Level 4 – Medium	Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround is available. The resolution required as soon as reasonably practicable.

Excluded Items

The Standard Support Plan does not include any of the following:

Assistance with your password resets. Users should click the “Forgot your password?” link on the login page or contact their system administrator;
Assistance with your username. Users should contact their system administrator;
Assistance for the recovery of data that has been actively deleted by the user.
Assistance with your lockouts due to incorrect login attempts. Users should contact their system administrator to unlock the account, or wait for the lockout period to expire;
Assistance in developing User-specific customizations;
Assistance with Non-Service Applications, services or technologies, including implementation, administration, or use of third-party enabling technologies such as databases, browsers, firewalls, computer networks or communications systems;
Assistance with any kind of third-party applications, whether authored by Us, Customer or a third party; or
Assistance with installation or configuration of hardware, including computers, hard drives, networks, or printers.
Performing any kind of configurations of your account.

Note:
For assistance with your password resets, use the “Forgot your password?” link on the login page or contact their system administrator. For assistance with your usernames and lockouts, Users should also contact their respective system administrator.
For security reasons, we don't provide contact information for system administrators.

Reproducing errors

We must be able to reproduce errors in order to resolve them. You agree to cooperate and work closely with us to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Also, subject to your approval on a case-by-case basis, Users may be asked to provide remote access to their DeepVA account and/or desktop system for troubleshooting purposes.

Changes to the Standard Support Plan

We may change the Standard Support Plan from time to time in its sole discretion.
Click here for the latest version.

What other Support Plans are available?

Depending on your needs, we can also define a specific support plan in a joint agreement for an additional fee. Please contact our Sales Team or your Key Account Manager.