NetAware Product Support
Shabodi is committed to delivering high-quality support to all our customers and partners. This document describes the overall technical support policy, various support offerings, and procedures to ensure that Shabodi can provide customers and partners with additional attention to urgent issues. For more information, please refer to our Support Portal.
Support Services
Shabodi customer support engineers are dedicated to helping customers resolve issues as they work to analyze and improve their application performance over programmable networks. They are experienced professionals with extensive telecommunications and software networking.
Customer Support Levels
Basic
Shabodi’s Basic support entitlement includes:
- Software updates
- 24-hour access to the Shabodi Support Portal, where you’ll find product and developer documentation as well as training materials and videos
- 8 x 5 phone and email access to the Shabodi Customer Support team
Premium
Shabodi’s Premium support entitlement includes:
- Software updates
- 24-hour access to the Shabodi Support Portal, where you’ll find product and developer documentation as well as training materials and videos
- 12 x 5 phone and email access to the Shabodi Customer Support team
Below are high-level service milestones. Shabodi will provide detailed SLAs for priority tickets, workflow, and escalation points.
Initial response – initialization of the support process through engagement with the customer to progress information gathering or issue replication.
Workaround – Provision of a method of avoiding an incident or problem, either by employing a temporary fix or technique that means the customer is not reliant on a particular aspect of the product known to have a problem.
Resolution – Return the user experience to the normal status using an action or implementing a fix that will resolve the incident or problem.
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Priority Label
|
Response
|
Workaround
|
Resolution
|
|---|---|---|---|
| Critical / Emergency |
|
|
Shabodi shall provide interim fix reports within 48 hours and a full report within 14 days
|
|
Major
|
3 hours
|
If the problem cannot be resolved immediately, a status response shall be provided to the customer within two weeks
|
A permanent resolution or a temporary solution shall be applied within 30 days
|
|
Minor
|
3 Days
|
If the problem cannot be resolved immediately, a status response shall be provided to the customer within two weeks
|
A permanent resolution or a temporary solution shall be applied within 180 days
|
|
Non-Service affecting
|
5 Days
|
N/A
|
Upon completion of an investigation, a fix if applicable shall be scheduled for a future standard software, hardware, or documentation update or revision
|
Customer Support Contact Info
Please contact Shabodi Support line at +1- 289-800-5990 or email to customer-support@shabodi.com
