Customer Success Programs
- Warwick Chai
- Stephen Bangs
Supporting Our Customers & Driving Their Success.
Even the most savvy customer will need a little help. Whether it's error messages, unexplained or unexpected behaviors, or incidents and outages, Technical Support is the first line of defense for all of your post-sales issues. Our Splunk Support Engineers will partner with you to ensure your environment is optimized to drive your journey with a focus on long-term technical health so you can realize your ROI as soon as possible.
Standard Versus Premium Support
For customers who opt to purchase premium support, shorter SLAs and longer coverage hours are available.
| Standard | Premium |
|---|---|---|
New versions/updates/fixes | ✓ | ✓ |
Access to Documentation | ✓ | ✓ |
Access to knowledge base | ✓ | ✓ |
Live Product Roadmap | ✓ | ✓ |
Online Case Submission (Business Hours) | ✓ | ✓ |
Online Case Status | ✓ | ✓ |
✓ | ✓ | |
Phone Support | ✓ | ✓ |
Faster Initial Response SLA |
| ✓ |
Direct Access to Advanced Support Team |
| ✓ |
24/7 Availability | P1 | P1 & P2 |
Response Time SLAs & Priorities 1
The response time, and targeted resolution times are based on the priority of the call which in turn is based on the nature of the problem, and the impact it has on either the PowerConnect solution, or the SAP system pending confirmation by SoftwareONE that the incident meets the criteria below.
| Incident scope and severity |
| Standard | Premium |
|---|---|---|---|---|
P1 | means an Incident wherein major functionality of the Software is not functioning, accessible or operable by customer and there is no workaround - for example, the Software operates slowly, there is access congestion or content errors. | Availability | 24/7 x 365 | 24/7 x 365 |
Response Time | 2 hours | 30 min | ||
Incident Update Time | Daily | 1 hour | ||
Targeted Fix/ Workaround Times | 1 business week | 24 hours | ||
P2 | means an Incident wherein major functionality is severely degraded to the point where customer is unable to use the Software efficiently. | Availability | 8:00 AM–5:00 PM business days | 24/7 x 365 |
Response Time | 1 business day | 1 hour | ||
Incident Update Time | Weekly | 4 hours | ||
Targeted Fix/ Workaround Times | 1 business week | 1 business week | ||
P3 | means an Incident wherein the Software is functioning, but that some non-essential component of the Software is not functioning or where functionality thereof is degraded. | Availability | 8:00 AM–5:00 PM business days | 8:00 AM–5:00 PM business days |
Response Time | 2 business days | 4 hours | ||
Incident Update Time | None | 1 business day | ||
Targeted Fix/ Workaround Times | Next release | Next release | ||
P4 | means any Incident that is not classified as Severity Level 1, Severity Level 2 or Severity Level 3 including enhancement requests. | Availability | 8:00 AM–5:00 PM business days | 8:00 AM–5:00 PM business days |
Response Time | 2 business days | 1 business day | ||
Incident Update Time | None | Weekly | ||
Targeted Fix/ Workaround Times | N/A | N/A |
1 - T&C to be eligible for support are outlined in the EULA.