PortaCare is a subscription program that includes all updates, automated remote monitoring as well as 24/7 technical support for PortaOne products
PortaOne's Technical Support Team is dedicated to providing world-class technical assistance to our customers, working with them as partners to ensure that networking solutions are deployed, maintained and upgraded in an efficient, cost-effective manner.
We fully understand that timely delivery of accurate solutions to networking issues is critical to customers' continued business success.
After a complimentary period of PortaCare included in the initial license purchase, any PortaOne client can choose to continue these extensive support services for additional annual charge.
While we will fix any bugs in our software in a timely manner and at no cost to the customer, additional support in such matters as network setup, networking hardware configuration, hardware problems or trouble-shooting of errors caused by the customer or its hardware will be charged at an hourly rate or as agreed in advance.
The most demanding customers who believe that their business deserves a very special attention may choose to upgrade their service to PortaCare Pro level.
PortaCare 24/7 support & maintenance
Customers can contact PortaOne's technical support team 24 hours a day, 365 days a year. The PortaCare service agreement includes support of PortaOne products, proactive system management services, regular software updates as part of maintenance releases, and provision monitoring, as well as assistance in the unlikely event of system downtime/failure. More specifically, the agreement offers the following:
Priority-based email support 24 hours a day, 365 days a year, including investigation, verification, and correction of reported issues
Initial system configuration and testing
IP firewall setup and security updates
Log file rotation and compressing, disk space monitoring, backup policy and setup
Replication monitoring and recovery of databases
DNS and NTP clients setup and monitoring
Installation of Maintenance Releases
PortaOne's maintenance release policy is aimed to better accommodate our customers' demand for rapid functionality deployment. A new functionality (module, feature, change to the web interface layout, etc.) is only introduced as part of a new maintenance release. Maintenance releases are numbered sequentially (e.g. MR58, MR59, MR60, etc.), and so the higher the number, the more recent the software version. PortaOne produces 6 or 7 maintenance releases per year, so the time between maintenance releases is less than 2 months.
Contacting PortaOne Technical Support
Customers can contact PortaOne's technical support team 24 hours a day, 365 days a year.
All PortaOne Technical Support issues should be submitted via email to: firstname.lastname@example.org.
Users are encouraged to provide as much information about the equipment, configuration and problem as possible. Email messages are directly entered into PortaOne's Request Tracking (RT) system. A reply is immediately sent to the customer, containing a Request Number for each case. PortaOne's technical support team monitors incoming email support requests 24 hours a day, 365 days a year.
PortaOne's Technical Support ProcessUpon receipt of a new technical support request, a PortaOne Technical Support Engineer (TSE) gathers the appropriate information and assigns a priority to the request. This priority assignment is made with the user's knowledge and consent, and may be changed at his request. Definitions of the priority levels are as follows:
- Priority 1. The customer's network is down or severely degraded or business operations are being critically impacted.
- Priority 2. The customer's network is degraded
- Priority 3. The customer's network operation is impaired, yet generally functional.
- Priority 4. The customer has requested configuration or planning assistance to optimize performance of the PortaOne systems in his network. This includes web interface usage and the like.
Escalation of Customer Requests
Once the customer's request has been logged and prioritized, the TSE will work with the customer on resolving the issue. If the request is informational in nature, this information will be supplied by the TSE and the request closed with the customer's approval.
If further troubleshooting or investigation is required, the TSE will work on the issue. The customer will be kept informed of progress based on the update commitments.
|Priority 1||Priority 2||Priority 3||Priority 4|
|1st Email||1 hour||2 hours||1 business day||2 business days|
|Updates||Hourly, or as agreed between customer and PortaOne||Every two hours, or as agreed between customer and PortaOne||Once per business day, or as agreed between customer and PortaOne||Once every other business day, or as agreed between customer and PortaOne|
Should the support request not be resolved within the defined time limits, the managers will be notified.
|Priority 1||Priority 2||Priority 3||Priority 4|
|Immediate||Technical Support Manager|
|1 hour||Customer Relations Manager||Technical Support Manager|
|4 hours||CTO||Customer Relations Manager|
|48 hours||Technical Support Manager|
|96 hours||Customer Relations Manager||Technical Support Manager|