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:
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
|
Head of Customer Success |
* 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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