Support — TS Guide
It is our pleasure to welcome you to the Resonate family of products. The Resonate Guide to Technical Support contains the information you need to know if you ever need Technical Support for your Resonate products no matter where your company is located or when you need help.
To reach Resonate Technical Support, call one of the telephone numbers listed in the back of this guide or on the back cover.
For more copies of this guide, ask your Resonate sales representative, call the appropriate number listed on the back, or download the PDF Version.
We are committed to providing our customers with world-class technical support 24 hours a day, 7 days a week. We see all problems as challenges, and strive to provide our customers with the best possible customer service. Resonate Technical Support will go above and beyond what is necessary to resolve your issues.
It is our pleasure to welcome you to Resonate Technical Support. The Resonate Guide to Technical Support contains information you should know if you ever need Technical Support for your Resonate products.
To contact Resonate Technical Support, please use one of the following methods:
Resonate is committed to providing customers with technical support expertise to help ensure the uptime of their mission critical applications.
For support pricing or to purchase technical support, please contact Resonate Technical Support.
With our Standard 24x7 Support, customers receive the following:
Telephone Support: 24x7 telephone support with live call pick-up on weekdays from 7:00 AM to 6:00 PM Pacific Time, excluding Resonate holidays. Outside of these hours, a Resonate Technical Support Engineer will be paged and will respond within thirty minutes.
Email Support: During business hours, customers can interact with our Technical Support Engineers via . This is useful for low priority cases or for sending in large amounts of data such as log files, configuration files, etc.
Web Support: Our Web site offers useful information and tools aimed at helping customers administer their Resonate deployment.
Resonate Technical Support records and tracks every question or request for assistance that we receive. Each request becomes a case with a unique case number. The case number lets Resonate prioritize and track your problem.
NOTE: Be sure to record each case number assigned to you. You will need to refer to it in all correspondence concerning that case.
You should gather as much information as possible before calling Resonate Technical Support.
Please provide us with the following information:
To contact Resonate Technical Support, please use one of the following methods:
When reporting a problem, you need to indicate its priority with one of the following codes:
| P1 — Urgent Problem | Your site is down. Critical functions cannot be performed. |
| P2 — Serious Problem | You are experiencing a problem that is causing a severe loss of service. |
| P3 — Problem | You are experiencing a problem that is causing a minor loss of service. The problem is an inconvenience. |
| P4 — Minor Problem | All other problems. The inconvenience is slight, and can be tolerated. |
| P5 — Request for Enhancement | You are requesting a new or improved feature in our software. |
Resonate Technical Support responds to your problem in three phases:
The priority of a problem report determines our response times as follows:
| Priority | Stage 1 | Stage 2 | Stage 3 |
|---|---|---|---|
| P1 | 1/2 hour | Continuous effort by both parties | Next minor release |
| P2 | 1/2 hour | Continuous effort by both parties | Next minor release |
| P3 | 1 hour | n/a | By mutual agreement |
| P4 | 1 hour | n/a | By mutual agreement |
| P5 | 1 hour | n/a | By mutual agreement |
Please note:
Technical Support Engineers may read case notes and do a preliminary investigation before contacting you about your case. How quickly Resonate responds varies according to the priority of your case and the terms of your Resonate Support Agreement.
A case is closed when you and your Technical Support Engineer agree that a resolution has been reached. If a problem reoccurs, the original case may be reopened at any point.
Resonate recognizes that customers sometimes encounter critical problems that require a higher level of service. Resonate has established an effective process to support these situations.
When you call in with a P1 or P2 case, your call is immediately escalated to a Level II Support Engineer. In addition, the Technical Support Manager and Director of Customer Care are notified. If there is no resolution within 30 minutes of receipt of the call (60 minutes for a P2 case), Engineering is immediately pulled into the call.
If you have a pending case and are no longer satisfied with the current level of support, you may ask your Technical Support Engineer to escalate your case.
Once the Technical Support Engineer escalates your case, he or she marks the case as escalated in our problem tracking system and reviews your problem with the Technical Support Manager. The Technical Support Manager will decide on the best plan to resolve your case.
From time to time we send a satisfaction questionnaire to a selected group of customers who have logged problems with Resonate Technical Support. We ask customers to evaluate how well we performed in resolving their case. Your feedback is very important to us. If you receive a questionnaire, please take a few minutes to complete it and return it. Resonate uses this feedback to make certain that our Technical Support Department continues to meet your needs.
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