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Wiki source code of iSymphony Support Offerings

Last modified by Scott Gagan on 2021/09/10 22:40
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1 {{toc maxLevel="4"/}}
2
3 (% style="color: rgb(0,0,0);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
51
52 {{section}}
53 {{column width="50%"}}
54 {{panel title="Support Includes"}}
55 * Incident Support - Identifying and troubleshooting problems in the system
56 * Root cause analysis
57 * Assistance with issues during installation
58 * Assistance with issues during upgrades
59 * Identifying and creating needed [[bug reports>>doc:||anchor="bugreports"]]
60 * Guidance around implementation and configuration
61 * Integration support with other iSymphony products
62 \\\\
63
64
65 \\
66
67
68 {{/panel}}
69 {{/column}}
70
71 {{column width="50%"}}
72 {{panel title="Support Does Not Include"}}
73 * Customers without a valid [[maintenance agreement>>doc:||anchor="maintenanceagreement"]]
74 * [[End of Life>>doc:||anchor="EOL"]], [[Beta, Release Candidate or Development releases>>doc:||anchor="beta"]]
75 * Customized versions of iSymphony products //(customized = original product code has been modified)//
76 * [[Development questions>>doc:||anchor="devsupport"]] or requests. 
77 ** 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.
78 * [[Third-party application integrations>>doc:||anchor="3rdpartysupport"]] or [[third-party plugins>>doc:||anchor="pluginsupport"]]
79 * Support for [[end-users>>doc:||anchor="maintenanceagreement"]] (please see )
80 * [[Product training>>doc:||anchor="training"]]
81 * Non-English language support
82 * **Professional Services**\\
83 ** System & Performance tuning
84 ** Deployment & Capacity Planning
85 ** Installation & Upgrade Services
86
87 **Need this kind of assistance? Submit a ticket request via [[http:~~/~~/support.getisymphony.com>>url:http://support.getisymphony.com||shape="rect"]] for a quote.**
88 {{/panel}}
89 {{/column}}
90 {{/section}}
91
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93
94
95
96 {{id name="IRT"/}}
97
98 = __Support Response SLA's__ =
99
100 [[doc:iSymphony Knowledge Base.iSymphony Support Offerings.Support Response SLA's.WebHome]]
101
102 {{excerpt-include nopanel="true" 0=""/}}
103
104
105
106 {{id name="LIVESUPPORT"/}}
107
108 = __Supported Platforms__ =
109
110 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:
111
112 {{expand 0="View Specific Product Support Information"}}
113 {{info}}
114 Supported Platforms are version specific. When checking the documentation, make sure you're viewing the correct version for your platform.
115 {{/info}}
116
117 [[iSymphony Supported Platforms>>doc:ISYMDOCS.Supported Platforms]]
118 {{/expand}}
119
120
121
122 {{id name="security"/}}
123
124 = __Addressing Security Issues__ =
125
126 Please read our Security Policies page for information about iSymphony's approach to handling security issues.
127
128
129
130 {{id name="bugreports"/}}
131
132 = __Fixing Bugs and Providing Patches__ =
133
134 * iSymphony Support will help with workarounds and bug reporting
135 * Patches are issued for current versions and one prior version for critical priority bugs only
136 * Critical bugs will generally be fixed in the next maintenance release
137 * Non critical bugs will be scheduled according to a variety of considerations
138 * Customers are responsible for maintaining their patches during upgrades and server migrations
139
140 //*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.//
141
142 For more detailed information, please visit these policy pages:
143
144 * [[iSymphony Bug Fixing Policy>>doc:iSymphony Knowledge Base.iSymphony Support Offerings.Bug Fixing Policy.WebHome]]
145 * [[doc:iSymphony Knowledge Base.iSymphony Support Offerings.Patch Policy.WebHome]]
146
147 {{id name="EOL"/}}
148
149 = __End of Life Policy__ =
150
151 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]]).
152
153 |=(((
154 Version
155 )))|=(((
156 Date
157 )))
158 |(% colspan="1" %)(% colspan="1" %)
159 (((
160 3.1.x
161 )))|(% colspan="1" %)(% colspan="1" %)
162 (((
163 June 22, 2017
164 )))
165 |(% colspan="1" %)(% colspan="1" %)
166 (((
167 3.0.x
168 )))|(% colspan="1" %)(% colspan="1" %)
169 (((
170 August 17, 2015
171 )))
172 |(% colspan="1" %)(% colspan="1" %)
173 (((
174 2.8
175 )))|(% colspan="1" %)(% colspan="1" %)
176 (((
177 May 14, 2015
178 )))
179 |(% colspan="1" %)(% colspan="1" %)
180 (((
181 < 2.8
182 )))|(% colspan="1" %)(% colspan="1" %)
183 (((
184 End of Lifed
185 )))
186
187 {{id name="maintenanceagreement"/}}
188
189 = __Eligibility and Software Maintenance__ =
190
191 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).
192
193 Support is open to system administrators and account holders. End-users will be redirected to a system administrator.
194
195 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.
196
197
198
199 {{id name="training"/}}
200
201 = __Knowledge Prerequisites__ =
202
203 Administering iSymphony products requires a baseline technical skill set, including but not limited to:
204
205 * Knowledge of Linux command line usage.
206 * Knowledge of basic PBX concepts such as extensions, peers, queues, conference rooms, call transferring, call origination, ect..
207 * 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).
208
209 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:
210
211 * [[iSymphony Support>>url:http://support.getisymphony.com||shape="rect"]]
212 \\
213
214 = __Help with Unsupported Issues__ =
215
216 ===== Time and Materials (T&M) =====
217
218 If you need additional help, contact one us for a paid support quote.
219
220
221
222 {{id name="3rdpartysupport"/}}
223
224 ===== Third-Party Product Integration =====
225
226 iSymphony products interface with a variety of technologies.
227
228 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.
229
230
231
232 {{id name="pluginsupport"/}}
233
234
235
236 {{id name="beta"/}}
237
238 ===== Beta and Development Releases =====
239
240 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.
241
242 ===== Databases and Application Servers =====
243
244 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.
245
246
247
248 {{id name="devsupport"/}}
249
250 ===== Customization and Development Requests =====
251
252 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.
253
254 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:
255
256 1. We can help you verify whether our code is working as intended and document any bugs.
257 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.
258 1. For in-depth questions about implementing customizations please submit a support ticket request.
259
260 ===== SQL Queries =====
261
262 ====== Modifying data ======
263
264 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.
265
266 ====== Fixing problems ======
267
268 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.
269
270 ====== Reporting ======
271
272 Using SQL for business intelligence is beyond the scope of iSymphony Support.
273
274 ====== (% style="color: rgb(61,61,61);" %)Deployment Planning Activity(%%) ======
275
276 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.
277
278 ===== New Feature Requests =====
279
280 See [[doc:iSymphony Knowledge Base.iSymphony Support Offerings.Implementation of New Features Policy.WebHome]] for a detailed discussion.
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