Customer Support Program - Support - Northern Parklife

Support

Customer Support Program

Northern is building a reputation for delivering highly responsive, professional and efficient technical support to a global customer base - a customer-base comprised almost exclusively of enterprise-scale organizations. This service is delivered in accordance to Northern’s Support and Maintenance Service Level Agreement.

SERVICE LEVEL AGREEMENT
The summary below is provided for information purposes. Full details of Northern’s Support and Maintenance Service Level Agreement is available, here.

Standard Support and Maintenance
A typical customer engagement will see Northern assisting a customer/partner to design, test and deploy a solution. This solution will be proven to solve one or more challenges that are found within the customer environment. The scope of this solution may be defined in a Scope of Work document and will be based on the Northern Storage Suite software. Following hand-over to the customer, all technical queries related to this solution are answered in accordance with the Service Level Agreement for standard support and maintenance.

Opening a Ticket
Tickets can be submitted through a form within the community area of Northern’s website (requires Serial Number registration) or via email (support@northern.net). Tickets can be opened in the customer’s local language but the customer should expect detailed correspondence to be received in English.

In order to progress and resolve a support ticket it is clearly essential that Northern's Technical Support Team are given reasonable access to information about the problem/question, the customer environment and other applications running in that environment. All information supplied by the customer is treated as strictly confidential.

Response Times
Target communication intervals depend on the classification and severity of the ticket; progress updates are less frequent for an intermittent fault in a minor feature than for sustained failure of a major feature. Target initial response times and communication intervals are summarized in the table below:

SEVERITY LEVEL TARGET INITIAL RESPONSE TIME TARGET COMMUNICATION INTERVAL
Severity 1
- Loss of service; users are unable to work
<8 Hours <16 Hours
Severity 2
- Sustained failure of a major feature
<8 Hours <16 Hours
Severity 3
- Intermittent failure of a major feature
- Sustained failure of a minor feature
<12 Hours <20 Hours
Severity 4
- Intermittent failure of a minor feature
<16 Hours <32 Hours


Response times and communication intervals are measured in local (for the customer) business hours (9AM-6PM), Monday through Friday. For example: a ticket properly submitted at 2PM EST that receives an initial response at 9AM EST on the following day will have an initial response time of 4 hours.

Augmented Support and Maintenance
Certain customers may be eligible for Northern’s Augmented Support and Maintenance SLA; providing increased accessibility to Northern’s expertise. This service level is available for purchase exclusively by larger organizations with complex needs or environments. Benefits of advancing to Northern’s Augmented Support and Maintenance service level are as follows:

  • Priority queuing of support tickets
  • Appointed Solution Manager
  • Business Review meetings
  • Automatic qualification for beta programs
  • Software maintenance services
  • Discounted Professional Services

If you believe that your organization would benefit from these additional services, and that your organization is eligible to enroll, please contact your account manager. You can find contact details for you regional sales office here.

Log a Support Case

If you need to log a case with Northern's support department please e-mail a detailed description of your issue to: support@northern.net.

DOWNLOAD SOFTWARE

If you need to download a copy of Northern's software, please e-mail support@northern.net. (For eligable customers only.)

North America HQ

NORTHERN Parklife, Inc.
301Edgewater Place, Suite 100
Wakefield, MA 01880
USA

Voice: 781.968.5424
Fax: 781.968.5301

salesUS@northern.net

 

Additional Contact Information

EMEA & APAC HQ

NORTHERN Parklife AB
St. Göransgatan 66
112 33 Stockholm
Sweden

Voice: +46 8 457 50 00

salesHQ@northern.net

Northern Parklife



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