Terms and SLAs

Support Centers

Worldwide product support is provided through four geographic support centers:

Support Coverage

Monday to Friday 9 a.m. to 5 p.m. local time, excluding local statutory holidays.


Support Contact Information
North America: (905) 948-4297 or (877) 444-4573 (toll free)
Europe: +44-1256-370-530
France: +33-8-10-14-76-72
Asia Pacific: +86-10-8200-4215
Japan : +813 5326-3106
Email: support@platform.com


Contacting Technical Support
Report technical issues by email, phone or eSupport.


At the point of call or within one business hour of your web or email communication, a support representative will supply you with a service request ticket. The nature of your issue as well as the severity of your problem will be established. The ticket will be referenced to track this particular problem in the subsequent exchange between you and the support group.

To enable the technical support engineer to resolve the problem faster, please gather the following information before calling:

Your Customer Service Number (CSN) (if known)
Your contact information (if you do not know your CSN)
Product name
Product release information
Platform information (machine type, operating system name and release)
Specific error codes and/or messages and where they are appearing
Steps to duplicate the problem (if possible/applicable)
Any other documentation pertinent to the problem
Failure to provide accurate and complete answers to questions or requested documentation could delay resolution of the problem.

All emails sent to support@platform.com are logged, ensuring your problem will get resolived in time even if the engineer who initally handled the problem is unavailable.


Product Manuals
Platform makes available valuable product manuals that provide better technical and business understanding about the products.

Patches
Platform product patches are provided to customers enrolled in the support program. Contact support@platform.com for further information.

Compatibility & Upgrades
Learn more about Platform product compatibility and product upgrades.

Support Levels

Platform Technical Support is three-tiered to ensure critical issues are responded to immediately and minor requests are serviced within the hour.

Level 1: First line of Support
Customer assistance
Problem investigation and reproduction
Configuration workarounds
Patch distribution

Level 2: Second line of Support
Temporary patches
Code level workarounds
Bug reproduction and logging
Code level investigation

Level 3: Maintenance
Patch development and testing
Patch packaging

Service Level Response Times

Severity 1:

(Fatal) these are problems that prevent installation of the product, cause the product or operating system to fail completely, and/or result in irretrievable corruption or loss of data. There is no known work-around or solution to the problem.

Initial Response: 1 business hour (logged via 9 to 5 number and/or e-mail)
Work Plan: 6 hours from Initial Response
Status Updates: daily
Note: Severity 1 problems will be worked on during off-hours as required.

Severity 2:

(Serious) these are problems where major application functionality does not work and no work-around exists.
Initial Response: 1 business hour
Work Plan: 2 business days
Status Updates: weekly

Severity 3:

(Medium) these are problems where application functionality does not work but a work-around exists.
Initial Response: 1 business hour
Work Plan: 3 business days
Status Updates: weekly

Severity 4:

(Minor) these are problems of minor functionality defects, informational requests or product enhancement requests.
Initial Response: 1 business hour
Work Plan: 5 business days
Status Updates: bi-monthly

Escalation Process and Exclusions

Target Response Times
Due to the potentially idiosyncratic nature of any support problem, the response times set forth in this agreement constitute the targeted goals of the Technical Support to be provided. Platform shall use all reasonable commercial efforts to meet the target times ninety-five percent (95%) of the time.

Support Ticket Prioritization
Support Tickets are assigned a priority by Licensee when logged. Tickets are prioritized from S4 (low) to S1 (high). Tickets that are logged to support@platform.com or via phone are responded to from 9 a.m. to 5 p.m. local hours.

Support Ticket Escalation
Either the Licensee or a Platform Support Engineer can escalate a ticket by changing the ticket’s priority.

Exclusions
Support Services do not include installation, consulting, education, training, customization and other services, or additional software products or components that Platform markets separately from the software or charges additional license fees for.