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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