Wiki source code of iSymphony Support Offerings

Last modified by Scott Gagan on 2023/07/17 21:45
Show last authors
1 {{toc maxLevel="4"/}}
2
3 (% style="color:#000000; font-size:24.0px; line-height:1.25" %)__Support Levels__
4
5 |=(((
6 Support Plan Feature
7 )))|=(((
8 Standard
9 )))
10 |(((
11 [[Web-based Support>>url:https://support.getisymphony.com/||shape="rect"]]
12 )))|(((
13
14 )))
15 |(((
16 Phone Support *
17 )))|(((
18 As determined by support technician only.
19 )))
20 |(% colspan="1" %)(% colspan="1" %)
21 (((
22 [[image:url:https://confluence.atlassian.com/download/attachments/193299636/level1.png?version=1&modificationDate=1362706136011&api=v2]] Level 1 - 1 hour
23 [[image:url:https://confluence.atlassian.com/download/attachments/193299636/level2.png?version=1&modificationDate=1362706133271&api=v2]] Level 2 - 4 hours
24 [[image:url:https://confluence.atlassian.com/download/attachments/193299636/level3.png?version=1&modificationDate=1362706134720&api=v2]] Level 3 - 8 hours
25 [[image:url:https://confluence.atlassian.com/download/attachments/193299636/level4.png?version=1&modificationDate=1362706137161&api=v2]] Level 4 - 24 hours
26 )))|(% colspan="1" %)(% colspan="1" %)
27 (((
28 8 x 5
29
30
31 )))
32 |(% colspan="1" %)(% colspan="1" %)
33 (((
34 Technical Contacts*
35 )))|(% colspan="1" %)(% colspan="1" %)
36 (((
37 1
38 )))
39 |(% colspan="1" %)(% colspan="1" %)
40 (((
41 [[Knowledge Base>>doc:iSymphony Knowledge Base.WebHome]]
42 )))|(% colspan="1" %)(% colspan="1" %)
43 (((
44
45 )))
46
47 ~* Depending on issue complexity, issues may not be resolved in one phone call. For faster problem resolution, iSymphony engineers may also need to replicate certain problems locally and call customers back upon further diagnosis.
48 ~*~*~* Number of license technical contacts that may contact iSymphony Support.
49
50 {{section}}
51 {{column width="50%"}}
52 {{panel title="Support Includes"}}
53 * Incident Support - Identifying and troubleshooting problems in the system
54 * Root cause analysis
55 * Assistance with issues during installation
56 * Assistance with issues during upgrades
57 * Identifying and creating needed [[bug reports>>doc:||anchor="bugreports"]]
58 * Guidance around implementation and configuration
59 * Integration support with other iSymphony products
60 \\
61
62
63 {{/panel}}
64 {{/column}}
65
66 {{column width="50%"}}
67 {{panel title="Support Does Not Include"}}
68 * Customers without a valid [[maintenance agreement>>doc:||anchor="maintenanceagreement"]]
69 * [[End of Life>>doc:||anchor="EOL"]], [[Beta, Release Candidate or Development releases>>doc:||anchor="beta"]]
70 * Customized versions of iSymphony products //(customized = original product code has been modified)//
71 * [[Development questions>>doc:||anchor="devsupport"]] or requests. 
72 ** Note: If a bug in iSymphony development API is believed to be the root cause, sample code that demonstrates the problem and can be replicated must be provided.
73 * [[Third-party application integrations>>doc:||anchor="3rdpartysupport"]] or [[third-party plugins>>doc:||anchor="pluginsupport"]]
74 * Support for [[end-users>>doc:||anchor="maintenanceagreement"]] (please see )
75 * [[Product training>>doc:||anchor="training"]]
76 * Non-English language support
77 * **Professional Services**
78 ** System & Performance tuning
79 ** Deployment & Capacity Planning
80 ** Installation & Upgrade Services
81
82 **Need this kind of assistance? Submit a ticket request via [[http:~~/~~/support.getisymphony.com>>url:http://support.getisymphony.com||shape="rect"]] for a quote.**
83 {{/panel}}
84 {{/column}}
85 {{/section}}
86
87
88
89
90 {{id name="IRT"/}}
91
92 = __Support Response SLA's__ =
93
94 [[Support Response SLA's>>doc:iSymphony Knowledge Base.iSymphony Support Offerings.Support Response SLA's.WebHome]]
95
96
97 {{id name="LIVESUPPORT"/}}
98
99 = __Supported Platforms__ =
100
101 You can have confidence that our supported platforms are well tested and we will work to correct issues. iSymphony will not provide assistance with configuration in unsupported environments. See the pages below for detailed information on what platforms are supported with iSymphony products:
102 {{info}}Supported Platforms are version specific. When checking the documentation, make sure you're viewing the correct version for your platform.{{/info}}
103
104 [[iSymphony Supported Platforms>>doc:ISYMDOCS.Supported Platforms]]
105
106
107
108
109 {{id name="security"/}}
110
111 = __Addressing Security Issues__ =
112
113 Please read our Security Policies page for information about iSymphony's approach to handling security issues.
114
115
116
117 {{id name="bugreports"/}}
118
119 = __Fixing Bugs and Providing Patches__ =
120
121 * iSymphony Support will help with workarounds and bug reporting
122 * Patches are issued for current versions and one prior version for critical priority bugs only
123 * Critical bugs will generally be fixed in the next maintenance release
124 * Non critical bugs will be scheduled according to a variety of considerations
125 * Customers are responsible for maintaining their patches during upgrades and server migrations
126
127 //*Critical priority is defined as "production application down or major malfunction causing business revenue loss or high numbers of staff unable to perform their normal functions." This includes security issues.//
128
129 For more detailed information, please visit these policy pages:
130
131 * [[iSymphony Bug Fixing Policy>>doc:iSymphony Knowledge Base.iSymphony Support Offerings.Bug Fixing Policy.WebHome]]
132 * [[doc:iSymphony Knowledge Base.iSymphony Support Offerings.Patch Policy.WebHome]]
133
134 {{id name="EOL"/}}
135
136 = __End of Life Policy__ =
137
138 iSymphony supports major version releases for two years after the last minor iteration of that version was released (for example, we support iSymphony 2.8 for 2 years after the date it was released). This policy excludes security patch iterations (please refer to the [[doc:iSymphony Knowledge Base.iSymphony Support Offerings.Security Patch Policy.WebHome]]).
139
140 |=(((
141 Version
142 )))|=(((
143 Date
144 )))
145 |(% colspan="1" %)(% colspan="1" %)
146 (((
147 3.1.x
148 )))|(% colspan="1" %)(% colspan="1" %)
149 (((
150 June 22, 2017
151 )))
152 |(% colspan="1" %)(% colspan="1" %)
153 (((
154 3.0.x
155 )))|(% colspan="1" %)(% colspan="1" %)
156 (((
157 August 17, 2015
158 )))
159 |(% colspan="1" %)(% colspan="1" %)
160 (((
161 2.8
162 )))|(% colspan="1" %)(% colspan="1" %)
163 (((
164 May 14, 2015
165 )))
166 |(% colspan="1" %)(% colspan="1" %)
167 (((
168 < 2.8
169 )))|(% colspan="1" %)(% colspan="1" %)
170 (((
171 End of Lifed
172 )))
173
174 {{id name="maintenanceagreement"/}}
175
176 = __Eligibility and Software Maintenance__ =
177
178 Software maintenance covers access to support and software product updates for the corresponding software license. Refer to the [[End User License Agreement>>url:http://www.getisymphony.com/eula||shape="rect"]] for specific terms of agreement. After the active maintenance period expires, the software will continue to function, but you will no longer be able to access support or software updates (including security patches).
179
180 Support is open to system administrators and account holders. End-users will be redirected to a system administrator.
181
182 See iSymphony's [[bug fixing>>doc:iSymphony Knowledge Base.iSymphony Support Offerings.Bug Fixing Policy.WebHome]] and [[patch>>doc:iSymphony Knowledge Base.iSymphony Support Offerings.Patch Policy.WebHome]] policies for further discussion.
183
184
185
186 {{id name="training"/}}
187
188 = __Knowledge Prerequisites__ =
189
190 Administering iSymphony products requires a baseline technical skill set, including but not limited to:
191
192 * Knowledge of Linux command line usage.
193 * Knowledge of basic PBX concepts such as extensions, peers, queues, conference rooms, call transferring, call origination, ect..
194 * Knowledge of IPTables or other firewalls in use (may be needed for granting access to the client interface and communication with the iSymphony license server).
195
196 Customers are responsible for administering and upgrading their own installations. iSymphony Support will provide guidance on how to do this, but we will not be able to provide step by step maintenance and installation. If you require further assistance with this level of implementation, please consider the following resources:
197
198 * [[iSymphony Support>>url:http://support.getisymphony.com||shape="rect"]]
199
200
201 = __Help with Unsupported Issues__ =
202
203 ===== Time and Materials (T&M) =====
204
205 If you need additional help, contact one us for a paid support quote.
206
207
208
209 {{id name="3rdpartysupport"/}}
210
211 ===== Third-Party Product Integration =====
212
213 iSymphony products interface with a variety of technologies.
214
215 iSymphony will endeavour to provide documentation for integration with these 3rd party applications but does not provide support for 3rd party applications. We are unable to provide support when a failure in a 3rd party application occurs.
216
217
218
219 {{id name="pluginsupport"/}}
220
221
222
223 {{id name="beta"/}}
224
225 ===== Beta and Development Releases =====
226
227 iSymphony does not offer support for milestone or beta releases, but we do support release candidates. These will be tracked with the terminology 'BETA' or 'RC' in the version title.
228
229 ===== Databases and Application Servers =====
230
231 Servlet Containers and Databases are integral technologies; without them iSymphony products cannot function. We provide integration instructions for getting our products to work on supported platforms, but we do not support configurations that differ from the procedures described in our product documentation.
232
233
234
235 {{id name="devsupport"/}}
236
237 ===== Customization and Development Requests =====
238
239 There are many ways to customise and extend our products. We provide source access, APIs, remote interfaces, and tools that allow users to add or change the way the product functions. However, our support for use of these customization options is limited.
240
241 If you're working to extend or customize our products and encounter a problem, iSymphony support are happy to help document the problem and relay information to our development teams as follows:
242
243 1. We can help you verify whether our code is working as intended and document any bugs.
244 1. If we provide examples of how to make customizations in our documentation, we will work to make sure that documentation is up-to-date.
245 1. For in-depth questions about implementing customizations please submit a support ticket request.
246
247 ===== SQL Queries =====
248
249 ====== Modifying data ======
250
251 iSymphony does not support direct database INSERT, UPDATE or DELETE queries, as they can easily lead to data integrity problems. If we encounter customisations at this level, we may ask customers to restore data from their last known working state, or to engage an Expert to help recover their instance to a supportable state. If you are confident your UPDATE or INSERT is safe and your change management system is reliable, refer to the specific product's database documentation.
252
253 ====== Fixing problems ======
254
255 In the event that there are data integrity problems due to defects in a product, iSymphony will provide workarounds or solutions to these problems that may involve SQL queries. We use SQL-based solutions as a last resort.
256
257 ====== Reporting ======
258
259 Using SQL for business intelligence is beyond the scope of iSymphony Support.
260
261 ====== (% style="color:#3d3d3d" %)Deployment Planning Activity(%%) ======
262
263 Planning for rolling out our products or capacity planning for large instances is better suited for service offerings than iSymphony Support. We will refer these requests internally to the correct department. This includes establishing specific upgrade and deployment plans for existing installations.
264
265 ===== New Feature Requests =====
266
267 See [[doc:iSymphony Knowledge Base.iSymphony Support Offerings.Implementation of New Features Policy.WebHome]] for a detailed discussion.

Search

Navigation

iSymphony