| KnowledgeBase
Q & A |
What Support programs does Edgewater offer? Can I get support if I don't have a support contract?
Edgewater Networks offers a variety of Support programs, including:
These offerings are described in detail in our Guide to Technical Support Programs document. (See linked documents to right.)
| Service Provided | In-Warranty | Standard support contract | Premium support contract |
| TAC hours of coverage | "5 x 12" 4-hour response 6am - 6pm PT Monday - Friday (except holidays) |
"5 x 12" 4-hour response 6am - 6pm PT Monday - Friday (except holidays) |
"7 x 24" 4-hour response (After hours Severity 1 only) |
| Hardware repair | Next-day advance RMA (1pm PT cut-off) |
Return to factory (Max. 7-day repair time) |
Next-day advance RMA (1pm PT cut-off) |
Edgewater provides Tier 3 technical support directly to authorized resellers; our resellers provide Tier 1 and 2 support to Edgewater product end-users. See Customer Support Definitions for definitions of Support Tiers.
To submit a problem to the Edgewater TAC:
Call: (408) 351-7255
Email: support@edgewaternetworks.com
Submit a case on-line: http://www.edgewaternetworks.com/Support/SelfService.html
Premium Support customers only.
Use the contact information provided at the time of purchasing your support contract.
A Severity level describes the impact of a problem on the customer's (end-user's) operating environment. It's level is set (or changed) by Edgewater with concurrence from the customer, the customer is the final arbiter of a problem's severity. A given severity level commits both Edgewater and the customer to the priority and resources focused on problem resolution.
Your network is "down" resulting in a critical impact to your business operations. You and Edgewater will commit all necessary resources around the clock to resolve the situation.
Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively impacted by inadequate performance of Edgewater products. You and Edgewater will commit full-time resources during normal business hours to resolve the situation.
Operational performance of your network is impaired while most business operations remain functional. You and Edgewater are willing to commit resources during normal business hours to restore service to satisfactory levels.
You require information or assistance with Edgewater product capabilities, installation, or configuration. There is little or no impact to your business operations.
This is the time between proper notification of the problem and a response from the Edgewater TAC.
During business hours: maximum 4-hour.
After business hours: next business day.
During business hours: maximum 4-hour.
After business hours: maximum 4-hour (for Severity 1 issues only).
Edgewater will provide best-effort response during business hours.
This is the time between response by the Edgewater TAC and a temporary or permanent solution to the customer problem. These resolution times apply only to problems resulting from failure to meet Edgewater's product specifications. Problems outside of product specifications will be dealt with on a case-by-case basis.
A temporary fix (patch) will be provided as soon as it can be developed, working per the committed schedule. A permanent fix will be provided with the next scheduled release.
A permanent fix will be provided with the next scheduled release. A temporary fix may be made available sooner.
No patch or fix is required. Desired change in operation (a change or addition to product specifications) may be submitted to Edgewater product management.