NetFoundry Support Guide

NetFoundry Support

NetFoundry provides its customers and partners direct access to NetFoundry support. 

The options to reach the NetFoundry Customer Support Desk & the process is provided here.

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

 

SUPPORT PROGRAM FEATURES STANDARD SELECT PREMIUM
Web Portal Support  Yes  Yes  Yes
Email Support   No  Yes  Yes
Deployment Support*  No  No  Yes
Technical Account Manager**  No  No Available
NetFoundry Platform Availability SLA  Best Effort  99.5%  99.95%
Quarterly Business Review***  No  No  Available
RESPONSE TIME STANDARD SELECT PREMIUM
Severity One Issue  24 Hours  12 Hours  1 Hour
Severity Two Issue Community Support  24 Hours  2 Hours
Severity Three Issue Community Support Community Support  12 Hours

 

** Standard - To be retired soon. Not applicable for the latest pricing plans ( since 2022)

Deployment Support - NetFoundry shall assist the customer in the onetime deployment of the solution with best practices, sample deployment and testing of sample services. 

 

Best Effort: 

Best effort is defined as making a reasonable attempt to accomplish a goal in the face of uncertainty as to whether a goal can be met. There is no guarantee of resolution or availability and no legal recourse.

Severity  Levels:

The severity levels referred to are further defined here :

SEVERITY LEVEL DESCRIPTION
Severity One Issue A NetFoundry network or portion of a network is down and impacting a customer’s critical business function.
Severity Two Issue A NetFoundry component is working abnormally and impairing your ability to work. 
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 around our services.

 

Escalation process and Escalation Matrix:

If you wish to escalate a support issue that is not attended to as per the response times described above,  you can mention "Level 1 escalation" or " Level 2 escalation"  on the ticket and cc the e-mail ID of the escalation point of contact.

 

Escalation

STANDARD – Response time

SELECT -  Response time

PREMIUM  – Response time

Severity One Issue

Level 1

Level 2

 

>24 Hours

> 36 hours

 

>12 Hours

> 18 Hours

 

> 1 Hour

> 2 Hours

Severity Two Issue

Level 1

Level 2

NA

 

>24 Hours

> 36 Hours

 

>2 Hours

> 3 Hours

Severity Three Issue

Level 1

Level 2

NA

 NA

 

>12 Hours

> 18 Hours

 

 

Level 1

Level 2

 

Head of Customer Support


level1.escalation@netfoundry.io

 

Head of Customer Success    
  
level2.escalation@netfoundry.io

 

* NetFoundry will work with customers 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 the current setup, metrics, a review of support cases, outstanding issues, enhancement requests and any topics introduced by the customer prior to the meeting.

 

Other support guides:

NetFoundry and Customer scope of activities & responsibilities

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