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

 

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	SELECT -  Response time	PREMIUM  – Response time
Severity One Issue Level 1 Level 2	>12 Hours > 18 Hours	> 1 Hour > 2 Hours
Severity Two Issue Level 1 Level 2	>24 Hours > 36 Hours	>2 Hours > 3 Hours
Severity Three Issue Level 1 Level 2	NA	>12 Hours > 18 Hours

 

 

Level 1	Level 2
Head of Customer Support level1.escalation@netfoundry.io	Head of Operations    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