Request Support
Element115.net's commitment to quality and service extends long beyond the start of an implementation. Element115.net Technical Support is committed to ensuring that customers extract maximum value throughout the solution lifecycle in order to achieve business objectives.
Therefore, whenever you purchase an Element115.net product, you can be assured that you're also getting access to the best technical support available. To make it convenient for you, there are three ways to request support from Element115.net. These are:
Web Support - http://support.Element115.net
- Element115.net recommends Web Support as your primary interface with the Element115.net Technical Support team. Web Support is a password protected system that enables customers to log a new case or track status on an existing case. Web Support is available to you 24x7.
- Element115.net Technical Support recommends that all new cases be created via Web Support. Ongoing communication for an open case will be via email, Web Support, or phone.
Telephone
- 312-755-1845 Option-3
When contacting Element115.net Technical Support via the telephone, a support engineer will verify your contact details and product configuration information to determine if anything has changed since your last interaction with Element115.net Technical Support. Once your information has been verified, a case will be opened for you.
Who Can Contact Element115.net Technical Support?
Named Technical Contacts
The individual reporting the problem must be a named technical contact to Element115.net Technical Support, as stated in the Maintenance and Support agreement. We strongly recommend that the named individual always contact the support center that has been assigned to your company. The number of eligible contacts for your organization is determined by your Maintenance and Support Contract.
The standard number of technical contacts, unless otherwise noted, is three. All technical contacts communicating with Element115.net Technical Support must be fully trained on the Element115.net product purchased by your company. Please inform Element115.net Technical Support of the individuals you would like to list as contacts for your company.
How to Change a Named Technical Contact
If you would like to change a named contact, please notify Element115.net Technical Support with your changes. Only Element115.net Technical Support Engineers have the ability to add or update contact information for support. We also require that all added contacts receive full training on the product.
Logging a Case with Element115.net Technical Support
Authorized support users may contact Element115.net Technical Support by web access, telephone or email. Regardless of the method chosen, to initiate assistance we will ask you to provide our support engineers with the following information when creating a new case:
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Input
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Examples
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Contact
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Your name, company's name, contact, telephone, email address
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Product
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Product name, version, platform, operating system
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Problem
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Symptoms of problem, action causing problem, error messages being returned, command line executed, log output, and business impact
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Critical, Serious, Moderate, Minor
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Problem Severity Element115.net Technical Support will prioritize problems/requests according to the severity levels set forth in the Service Level Agreement, and restated below, unless otherwise defined in your maintenance contract. Element115.net will use remote diagnostic procedures as required to help facilitate diagnosis and resolution.
Element115.net will use commercially reasonable efforts to respond according to the Response Specifications outlined below with respect to the severity level assigned to the case.
After looking at the definitions below, please determine the level of severity of your problem when you log your case. If at any time you wish to change the severity of your issue, please contact Element115.net Technical Support to assist with determining the appropriate severity level.
Note that response times are based on the assumption that the customer has immediately connected with a Element115.net Technical Support contact, or that a voice mail or e-mail has been sent specifying the nature of the customer’s problem.
Severity 1 - Critical
The Element115.net product suffers an error or issue in a production-down situation that cannot be reasonably circumvented and so substantially impairs the performance of the product or any components of the product, which are critical to the customers business as to effectively render them unusable.
Element115.net will acknowledge any such reported error or issue within thirty (30) minutes and Element115.net will work twenty-four (24) hours a day, seven (7) days a week to identify the error or issue and provide an applicable fix or workaround.
Severity 2 - Serious
The Element115.net Product suffers an error or issue that cannot be reasonably circumvented and so substantially impairs the use of one or more portions or features of the Product required by the customer to perform necessary business functions but does not effectively render the Products unusable as a whole.
Element115.net will acknowledge any such reported error or issue within two (2) hours and, if customer is using the products in production, will work continually within normal business hours to identify the error or issue and provide an applicable fix or workaround as required.
Severity 3 - Moderate
The Element115.net product suffers a low impact error or issue (which is not of Severity 1 or Severity 2) that impairs the use of the features of the Product, but the reported error or issue can be reasonably circumvented.
Element115.net will acknowledge any such reported error or issue within eight (8) hours and will work within normal business hours to identify the error or issue and provide a mutually agreed upon resolution to the problem.
Severity 4 - Minor
The Element115.net product does not incur an error and allows customer to function in normal business operations. However, the customer inquires about existing documentation, training, or standard use of products. Element115.net will acknowledge any such inquiry within twenty-four (24) business hours and will work within normal business hours to address and resolve the inquiry.
Service Level Agreement (SLA)
The SLA table below indicates when you will be initially contacted by a Technical Support Engineer, as well as how frequently you should receive updates (based on call severity).
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Call Severity
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Initial Response
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Follow-Up / Frequency
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Workaround / Patch
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Critical
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1/2 hour
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Continuous
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As needed
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Serious
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2 business hours
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Daily
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As needed
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Moderate
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8 business hours
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3 Days
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None
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Minor
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24 business hours
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Weekly
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None
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Technical Bulletins
Email notifications will be sent to you to inform you of important technical information, including new product releases, bug workarounds, occasional FAQs, and so on.
Email notifications will be sent to you to inform you of important technical information, including new product releases, bug workarounds, occasional FAQs, and so on.
