24x7 Assistance
As a DataCore customer, you have access to DataCore technical support resources around-the-clock, around-the-world. The table below summarizes the entitlements provided by your annual support agreement.
Support Plan
| Premium Support
|
| Product | SANsymphony-V
SANsymphony
SANmelody
|
| Support Hours | 24 Hours
7 Days per week
365 Days per year |
| Online Resources | Yes |
| Email and Web Support | Yes |
Telephone Support
| Yes |
| Updates | Yes |
Upgrades
| Yes |
| Response Goals |
| Severity 1 | 1 hour from incident submission |
| Severity 2 | 4 hours from incident submission |
| Severity 3 | 3 business days after incident submission |