Partner Support
Partner Support includes:
- Access to Upgrades/Releases – New software releases, may include bug fixes, modifications and enhancements, which are available at no charge.
- Online Documentation – Extensive user and system administrative documentation to help train your users to quickly come up to speed on the use of the service.
- Knowledgebase Access – Help yourself by referencing our online technical resources including FAQ, technical articles, tutorials and videos.
- Access to Community Forums – Leverage other customers experiences and leanings within our active community forums.
- Web/Email/Telephonic Customer Support Access 24/7 – Our experienced support team will address your specific support needs through web, email and phone.
- Real-time automated ticket tracking – Track your tickets from inception to resolution within our ticket tracking system.
Support Ticket Access & Management
Access to Egnyte Support
Only Users with Administrative system credentials within the Egnyte service may create a support ticket.
Support tickets are categorized as follows:
“Urgent” priority: A ticket in which the Licensee’s operations are being disrupted and no effective workaround exists. This means that the Licensee’s systems and/or the Software are down or not functioning and no workaround exists.
“High” priority: A ticket in which the Licensee’s operations are being disrupted but there is effective workaround that maintains necessary business-level operations. The problem may require a fix to be installed on the Licensee’s system.
“Standard” priority: A ticket that covers general product usage questions or any other non-operations impacting issue.
Ticket Service Level Time Matrix
Acknowledgement | First Response | Frequency of updates | Fix or Workaround targeted time | |
---|---|---|---|---|
Urgent | 30 mins | First Response | 16 hours | 36 hours |
High | 1 hour | 8 hours | 4 days or ETA | 4 days |
Standard | 1 hour | 1.5 days | ETA | 7 days or future release |
Exclusions from Maintenance and Support
The following are expressly excluded from the Maintenance and Support Services:
- With respect to the use and operation of the Software:
- Alteration of the Software by any person other than Egnyte
- Use of obsolete versions of the Software
- Use of equipment or accessories not listed in the Documentation
- Use of the Software not in compliance with the specifications set out in the relevant Documentation
- Repair of damage resulting from accident, negligence, failure of related equipment or from any other cause not attributable to Egnyte
- The consequences of breakdowns, critical situations, blockages and loss of operating time attributable to Licensee, in particular as regards accidental loss of files or data, or in relation to the operation of the system. Licensee shall be responsible for taking such steps and safeguards for the avoidance of any data, file or program loss as are required, taking into account the value attributed to such data, file or program and the potential cost of reconstruction of the same;
- In general, all services not described herein (e.g., any adaptation, extension or improvement of the Software that may be desired by Licensee).
Collaboration between the parties
Licensee hereby acknowledges that the services covered by this Agreement require active and regular collaboration between Licensee and Egnyte.
In order to facilitate the work, Licensee hereby undertakes to make the necessary means in transport, power and machine time available to Egnyte and to its technicians so that such work may be as efficient as possible.
Licensee shall appoint a technical contact authorized to provide all relevant documents and information and to represent it for all work performed by Egnyte.