Support Contact Information:

Platform Technical Support coverage is available Monday to Friday, 9:00 AM to 5:00 PM local hours in your local time zone, excluding local statutory holidays. Unless otherwise specified, Technical Support will be provided in English.

The Platform Technical Support process has the following advantages over directly contacting the Platform individuals you know:

• You will be assigned a support ticket ID thereby ensuring that your technical support request is properly logged and resolved
• Platform Support follows a rigorous technical support process. Any deviation from it will only cause delays in resolving your support requests. By directly contacting the Platform person you know, response or resolution time may be compromised due to personal schedules

Working With Platform Technical Support:

When submitting your support request, you should provide the following information, which allows the Platform Technical Support Specialist to promptly investigate and resolve the request:

• Company name and Contact name
• Phone number and Email address
• Software product and version number
• Valid Software license key or license server ID
• Hardware platform
• Operating system type and version
• Complete description of the problem and indication of its appropriate severity level
• Description of the symptoms and basic diagnostic data. Associated warning or error messages from the Software
• Information about how the Software is used, e.g. configuration parameters, command options, command outputs and/or GUI displays
• Description of the actions taken in the attempts to solve the problem. Also, a description of the most recent time when you were successful in using the Software. This will not only help Platform to save time in duplicating the actions, but also to better understand your company’s business processes and the context of the Software

Service Level Response Times (Standard Support)

Note that the Work Plan will be available upon request if resolution is not achieved by initial attempt.

Support Escalation Process:

The Platform Technical Support Specialist will initiate the following escalations if needed:

• Inform the Support Manager when you report an S1 issue, or when the situation is critical
• Involve Second Level Support when your support request is complex, which requires more effort and time
• Involve Platform Product Development when a fix to a new Software defect is required

If at any time you are not satisfied with our products, or with the quality of our support, you can escalate your request by either:

• Asking to be referred to the Technical Support Specialist’s Support Manager, or 
• Sending an email to Platform Support management via support_escalation@platform.com

The Support Manager will take appropriate action to ensure that your request is addressed as quickly as possible and to your satisfaction.  If you think the Support Manager still cannot address the issue to your satisfaction, you may request the Support Manager to further escalate the issue to Platform Support Director level.

Assistance Beyond Platform Maintenance & Support (M&S)

Platform extended support broadens the support offered on Platform’s Software products to support for third-party software and operating systems on which the Software is being used.  Extended Support consists of customizable components outside of the support coverage provided under Standard, Premium or Mission Critical Support, as selected by customers in an applicable purchase order. 

Extended Support is billable as a professional service on a time-and-materials basis.  Only Qualified Contacts are entitled to subscribe for and be the primary contact for Extended Support Services.  Examples of Extended Support include providing support in respect of:

• Customer infrastructure (e.g. hardware, network, etc.);
• Third-Party Components that were not licensed by Platform to customer;
• Customer operation of the Software other than in an approved environment;
• Application performance (e.g. by monitoring and/or tuning); and
• Release management to assist with the installation and deployment of fixes or new versions of the Software.

Incremental Services Beyond Platform Standard Support

Platform offers additional services beyond Standard Support, to assist in some or all of the following activities, under Premium Support, Mission Critical Support or Professional Services.

• Consulting services
• Hosting services
• On-site activities
• Installation, configuration or upgrade
• Monitoring or auditing
• Tuning, optimization or performance enhancement
• ASE (Assigned Support Engineer), product engineering representative, and/or TAM (Technical Account Manager)
• Development or enhancement of customer-specific application interfaces, user interfaces or other customizations
• Accelerating requested enhancements to an earlier version than planned product roadmap, or back-porting a requested enhancement to a release prior to the current release;
• Education or training
• Correction of improper customer’s installation of, changes to, or use of the Software
• Services with respect to Software operating with Unsupported Components, and
• Activities outside of the Support Services Hours