Contact NetFoundry Support

NetFoundry Support

NetFoundry provides it’s customers and partners direct access to NetFoundry support via our support portal, email and by calling +1.855.284.2007.  All three methods will result in a ticket being opened in our support portal to track the problem/issue/task to its conclusion. 

Support Phone: +1.855.284.2007

Support Email: support@netfoundry.io

Support Program Options

Please note that not all packages are available in all regions. Please check with your NetFoundry Representative or mail support@netfoundry.io for more details.

SUPPORT PROGRAM STANDARD SELECT PREMIUM
Cost - % of Total Services 15% 20% 25%
       
PROGRAM FEATURES STANDARD SELECT PREMIUM
Web Portal Support  Yes  Yes  Yes
Email Support  No  Yes  Yes
Phone Support  No  Yes  Yes
Service Delivery Management*  No  No  Yes
Technical Account Manager**  No  No  Yes
NetFoundry Platform Availability SLA  Best Effort  99.9%  99.95%
Quarterly Business Review***  No  Yes  Yes
       
RESPONSE TIME SLA STANDARD SELECT PREMIUM
Severity One Issue  24 Hours  12 Hours  1 Hour
Severity Two Issue  Best Effort  24 Hours  2 Hours
Severity Three Issue  Best Effort  Best Effort  12 Hours


NOTE:  Basic support does not apply for free trials or free tiers

The severity levels referred to are further defined here along with the Support Priority field in the NetFoundry Ticketing system.

SEVERITY LEVEL DESCIPTION SUPPORT PRIORITY
Severity One Issue A NetFoundry network or portion of a network is down and impacting a customer’s critical business function. Urgent
Severity Two Issue A NetFoundry component is working abnormally and impairing your ability to work.  High
Severity Three Issue NetFoundry components are not installing or acting as expected or a non-production system is not working correctly.  This Severity is also used for questions and requests. Normal

NetFoundry provides one additional Support Priority Level, LOW which is used to indicate a new feature request that is currently in the development pipeline. Those features and or enhancement requests that are not yet prioritized will be discussed the customer/partner and either closed or also be placed in the LOW priority level.

* NetFoundry will work with customer to schedule implementation items that may require attention from NetFoundry and/or the customer e.g. architecture reviews, upgrades of components, etc.

** Named individual to oversee customer success, schedule periodic reviews of product updates, discuss enhancement requests.

*** Quarterly Business Review with the customer will be scheduled through the Technical Account Manager and will cover a review of current setup, metrics, a review of support cases, outstanding issues, enhancement request and any topics introduced by the customer prior to the meeting.

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