Shabodi Customer 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.
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
- Email access to Shabodi 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
- 8×5 phone and email access to the Shabodi Customer Support team
Premium Plus
Shabodi’s Premium Plus 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
- 24×7 phone and email access to the Shabodi Customer Support team
When you need help with your Shabodi product, you can easily open a support case by: (1) using the online portal, (2) contacting the Shabodi Customer Support team via phone or email, or (3) asking your Shabodi account manager or customer success manager to open a case on your behalf. When you open a case, you will be asked to select a severity level for your issue. We are committed to delivering exceptional service in a timely manner based on the severity of your issue.
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.
When you need help with your Shabodi NetAware, you can easily open a support case by: (1) using the online portal, (2) contacting the Shabodi Customer Support team via phone or email, or (3) asking your Shabodi account manager or customer success manager to open a case on your behalf. When you open a case, you will be asked to select a severity level for your issue. We are committed to delivering exceptional service in a timely manner based on the severity of your issue.
|
SEVERITY LEVEL
|
RESPONSE TARGETS
|
|---|---|
| Severity 1 - Critical
| 30 mins |
| Severity 2 - High
|
3 hours
|
| Severity 3 - Medium
|
1 Bussiness day
|
| Severity 4 - Low
|
Within 5 Bussiness day
|
Customer Support Contact Info
Please contact Shabodi Support line at +1- 289-800-5990 or email to customer-support@shabodi.com
