Transcription
MAINTENANCE AND SUPPORT GUIDE
GLOBALSCAPE, INC.CONTACT INFORMATIONSales: (210) 308-8267Sales (Toll Free): (800) 290-5054Technical Support: (210) 366-3993Web Support: http://www.globalscape.com/support/
TABLE OF CONTENTSABOU T CLIENT SUPPORT S E R V I CE S . 4OUR METHODOLOGY . 5CHANGE MANAGEMENT. 5MAINTENANCE AND SUPPORT PLANS. 5BELOW ARE THE DEFINITIONS FOR ISSUE SEVERITY LEVELS .72021 HOLIDAY SUPPORT CALENDAR . 8SELF-SERVICE RESOURCES . 9ONLINE SUPPORT. 9CLIENT SUCCESS PORTAL . 9EMAIL SUPPORT. 9CHAT SUPPORT . 9TELEPHONE SUPPORT . 9FORUM SUPPORT . 9CONTACTING TECHNICAL SUPPORT . 10TROUBLESHOOTING AND DIAGNOSTICS. 10SCOPE OF TECHNICAL SUPPORT . 11ADDITIONAL TERMS OF SUPPORT . 11CLIENT RESPONSIBILITIES . 12PRODUCT UPDATES . 12GLOBALSCAPE END OF LIFE (EOL) AND SUPPORT LIFE POLICY . 12CLIENT FEEDBACK. 12
ABOUT CLIENT SUPPORT SERVICESOur Client Support Services team is committed to helping you be successful. To thisend, Globalscape offers world-class client support and maintenance to help ensurethat your product implementation flows smoothly.
OUR METHODOLOGYCHANGE MANAGEMENTThe Globalscape Client Support Services department uses theInformation Technology Infrastructure Library (ITIL) methodology,a set of industry recognized best practices for service management.After you create a case with our Technical Support team, expectcommunication with the support analyst assigned to your case atleast once per 48-hour time period. Our team will work diligentlyand efficiently to answer your questions about the product,upgrades and migrations, as well as resolve product issues thatmight arise within reasonable means.Globalscape’s Client Support Services team implements thechange management process in our support department so thatwe can meet the needs of our clients. As the technologyindustry changes and evolves, we continue to improve ourproducts and services.INCIDENT MANAGEMENT The change request will be reviewed by our Product Managementteam and, if necessary, the fix may be added to our next largeproduct update or version release. Incident Identification: Clients can report incidents(questions/product issues) to the Client Support Services teamthrough the contact methods detailed in the Maintenance andSupport Plans section. Incident Logging: After receiving communication of a productissue, the information will be logged and a case created. Incident Categorization: The case will be categorizedappropriately and assigned to an analyst based on: If an issue is found, reproducible, and suggests a change to theproduct or portion of software, then our team will submit achange request. (Note: This is not a guarantee that a change willbe implemented in any release.)MAINTENANCE AND SUPPORT PLANSIncluded with your active support plan is software maintenance,which provides all major upgrades and minor updates that arepublicly released during the term of the agreement at no additionalcharge. Free upgrades must be requested or obtained while themaintenance and support plan remain in force.- Severity of the issue(s)- The product causing the issue Incident Prioritization: The case is prioritized based on theseverity of the issue(s) and your support level. Regardless of yourservice level you will receive an update from the analyst assignedto your case once per 48-hour period. Incident Response: Incident responses include the following:- Initial diagnosis of the problem- The investigation and diagnosis of the case issue- A resolution and the closure of the case. Target Initial Response Time: Globalscape uses commerciallyreasonable efforts to respond within the target response time butcannot guarantee response times. Resolution: A satisfactory resolution may not be immediatelyavailable or provided with the initial response, in which caseGlobalscape will use commercially reasonable means and effort toprovide a resolution within reasonable period.Globalscape Client Support Services5
Globalscape SupportSubscription Levels 1PROFESSIONALPREMIERClient is required to have dedicated resources available to assistGlobalscape Support Team during contracted hours of operation.Support AvailabilitySeverity 18 AM to 6 PM (CT)Monday - Friday24x7Severity 28 AM to 6 PM (CT)Monday - Friday8 AM to 6 PM (CT)Monday - FridaySeverity 3-48 AM to 6 PM (CT)Monday - Friday8 AM to 6 PM (CT)Monday - FridayWeb/ChatSupportAll Severity Levels24x7 (Web Portal Only)(Processed 8AM-6PM CT, M-F)24x7(Processed 8AM-6PM CT, M-F)RemoteSupportAll Severity LevelsPhoneSupportInitial Response TimeSeverity 2(Phone call required to meet SLA)Severity 3Holiday Support*All Severity Levels(at Globalscape's discretion)Client is required to have dedicated resources available to assistGlobalscape Support Team during contracted hours of operation.Severity 1(Phone call required to meetSLA)Severity 4All Severity Levels(at Globalscape's discretion)8 Business Hours2 Hours1 Business Day1 Business Day3 Business Days1 Business DayBest Effort3 Business DaysClient is required to have dedicated resources available to assistGlobalscape Support Team during contracted hours of operation.Severity 1Not available on holidaysAll holidaysSeverity 2Not available on holidaysNot available on holidaysSeverity 3-4Not available on holidaysNot available on holidaysSupport CoverageKnowledge BaseYesYesVideo Knowledge Base/TutorialsNoYesProduct DocumentationYesYesPriority Patches AvailableCase-by-Case1 Patch per build when necessarySoftware Upgrades IncludedYesYesSecurity UpdatesYesYesViewing Access to UserDiscussion ForumYesYesPosting Access to User12 Posts per year and30 Posts per year andDiscussion Forum100 CommentsUnlimited CommentsClient Success PortalLimited to 3 User AccountsLimited to 5 User AccountsRoadmap ReviewNoAnnual upon requestCustom Dev & SupportNoEnhanced R&D ServicesFor a feeServices below require TechnicalAccount not included Support PlansEnhanced Support ServicesTechnical Account Manager (TAM)NoDedicated TAMCase Review with AnalystNoQuarterlyHealth Check (with TAM)NoAnnual upon request1 Day On-Site Review (with TAM)NoAnnual upon requestBusiness Usage SurveyNoYes
BELOW ARE THE DEFINITIONS FOR ISSUE SEVERITY LEVELS Severity Level 1 (Business Standstill) means a critical issue wherein production and/or mission-critical services aredown, resulting in interruptions of business continuity. No immediate workaround available.The list of product-related incidents referring to Severity Level 1 includes, but is not limited to, the following issues:- All or a majority of mission-critical environment is unavailable or not functioning- Business operations are completely disrupted- Majority / all critical users affectedFor Severity 1: Business Standstill, the client is required to have a dedicated resources on their end that is available duringcontracted hours of operation Severity Level 2 (Major Impact) means a major feature or function failure; operations are severely restricted, but aworkaround is available. Severity Level 1 is re-classified to Severity Level 2 when a workaround is available.The list of product-related incidents referring to Severity Level 2 includes, but is not limited to, the following issues:- Critical business operations seriously affected- Direct financial impact- Large amount of users are affected or critical group of users are affected that would not allow the businessto run normallyFor Severity 2: Major Impact, the client is required to have dedicated resources available during your contractedhours of operation Severity Level 3 (Minor Impact) means a minor feature or function failure; standard business operations cancontinue, though possibly in a minor restricted manner.The list of product-related incidents referring to Severity Level 3 includes, but is not limited to, the following issues:- No immediate direct financial impact- A temporary workaround may have been provided Severity Level 4 (General Inquiry/Issue) means general usage questions or other non-critical inquiries.The list of product-related incidents referring to Severity Level 4 includes, but is not limited to, the following issues:- Small number of users/systems affected- Documentation issue- General information request- Enhancement requestsGlobalscape Client Support Services7
2021 HOLIDAY SUPPORT CALENDARHolidayDateNew Year’s DayFriday, January 1Memorial DayMonday, May 31Independence DayMonday, July 5Labor Day MondayMonday, September 6Thanksgiving DayThursday, November 25Post-Thanksgiving DayFriday, November 26Christmas Eve EveThursday, December 23Christmas EveFriday, December 24Christmas DaySaturday, December 25New Year’s EveFriday, December 31Globalscape Client Support Services8
SELF-SERVICE RESOURCESONLINE SUPPORTTake advantage of the easy-to-use, 24-hour support resources that are available on theGlobalscape Support Center Web site at http://support.globalscape.com. Online services includeproduct updates/ notifications, user’s guides, a knowledge base, online help files, printabledocumentation, a user community discussion forum, and more.CLIENT SUCCESS PORTALA centralized access point to all EFT resources including but not limited to best practice guides,checklists, training videos and the ability to create and track both active and historical supportcases.EMAIL SUPPORTSubmit your request via our online submission form available on the Globalscape Support Web siteat https://dynamic. globalscape.com/support/techsupport.aspx and receive an answer via email. Ourresponse will include a ticket number and the name of the assigned support professional.CHAT SUPPORTDuring normal business hours, Monday through Friday from 8:00 A.M. to 6:00 P.M. (Central Time),you can use our online chat to answer any product questions or issues. A member of our ClientSupport Services team will be able assist you at PHONE SUPPORTPremier/Expert Support Plan members can receive after-hours technical support 24 hours perday, seven days per week. After-hours Expert Support services are available only via a specialtelephone number that will be provided when you purchase an Expert Support Plan.FORUM SUPPORTThis is a public community support forum where you can ask questions and get answers from oursupport staff and other fellow Globalscape clients. Before opening a new ticket, try searching throughthe millions of questions we have already answered! https://forums.globalscape.comGlobalscape Client Support Services9
CONTACTING TECHNICAL SUPPORTTYPE OF CONTACTADDRESS OR NUMBERHOURSStandard Technical Support Line1 (210) 366-39938:00am to 6:00pm M – FPremier & Expert TechnicalProvided with Premier & Expert PlanSupport LineAnytimePriority Email Technical hsupport.aspxAnytimeOnline 8:00am to 6:00pm M – FOnline Support Center /Software Upgrades and erial Number lostserial.aspxAnytimeKnowledge Basehttps://kb.globalscape.com/AnytimeUser Discussion Forumhttps://forums.globalscape.com/AnytimeOnline Help BLESHOOTING AND DIAGNOSTICSWhen contacting the Globalscape Client Support Services team, it is important to provide as much detail aspossible about the problem. Please gather diagnostic and logging information to help us in our diagnosis of theissue. Be prepared to provide us with relevant error logs or messages including server log files, screen shots, andevent log reports. At a minimum, please gather the following details. If you are submitting an inquiry via our onlinesubmission form, please provide these details with your submission: Your name and company name Your telephone number and email address The name of the program and complete version information (In EFT. Go to Help About) Product serial number (In EFT. Go to Help About) Your operating system and specific version information A complete description of the problem including:- All of the steps necessary to reproduce the problem- A description of the environment and the network; useful information includes the data flow,Java runtime version, and database versionsGenerally, service tickets are not closed until you and the Globalscape support professional both agree that the issuehas been satisfactorily resolved. However, Globalscape support may close a service ticket if you have not providedrequested information within a reasonable period.Globalscape Client Support Services10
SCOPE OF TECHNICAL SUPPORTWhile we are happy to support your use of our products and will help in overcoming any difficulties you may encounter, thereare certain limitations to the technical support that we can provide, which are described below. Technical support does not include support for incidents caused by software platform incompatibility (including, but notlimited to, beta software and new versions of service packs or additions whose compatibility with the Product has not beenconfirmed by Globalscape). Technical Support does not include support for incidents in which the client cannot provide accurate information, asreasonably requested by Globalscape, to reproduce, investigate, and resolve the incident. Technical Support does not include support for incidents that arise as a result of neglect or incorrect use of Globalscapeinstructions, which, if properly used, would have prevented the incident. Technical Support is limited to the reporting and correction of product defects and installation and configuration assistance. Technical Support does not include support for problems related to the failure of the client’s system, network, orenvironment to comply with the system requirements for the software. Technical Support does not include support for development or consulting issues such as COM or other programmaticdevelopment. This includes HTML development and custom script creation. While we constantly strive to assist in any way we can, there can be situations that are outside of our control. Technicalsupport does not include support for any other issues not directly related to the workings of our software. Technical Support is offered for recent versions of Globalscape software only. Technical support for older versions is availableonly through our online self-help resources. Technical Support is available to assist your upgrade and migration needs for our software. If you are anticipating planneddowntime or need assistance during non-business hours a support specialist will be able to assist you through our paidservices. It is always recommended that you start by examining the program help files, knowledgebase articles, and userforums if you are interested in customizing your environment or software beyond the availability of technical support options.You can also engage the services of our Professional Services team, described on our website at: https://www.globalscape.com/pro-servicesADDITIONAL TERMS OF SUPPORTClients can assign up to 1 (one) contact person authorized to initiate requests to Globalscape Technical Support. The authorizedcontact person should be defined in Globalscape’s records. To change the authorized contact person, either send a writtenrequest via email or provide details via a phone call. Globalscape will then update and use the new contact.Some incidents may require reproduction on the Globalscape side with the purpose of testing and verifying if the reportedincident resides within the product or the environment. The client should provide Globalscape with all information necessaryand specific software or hardware, which may be necessary for reproducing the condition under which the incident will reoccur and could be examined. This may be needed if Globalscape does not have the necessary software or hardware available.Globalscape will endeavor to reproduce the incident as soon as all of the necessary information and software and/or hardware isprovided. If the incident could not be reproduced, the client should grant Globalscape specialists supervised remote access tothe malfunctioning system. If the incident cannot be reproduced by either party, or the client did not grant access to thenetwork environment where the incident could be reproduced, or if it is detected that the incident’s cause lies beyond theproduct, the incident cannot be classified within this support program.Globalscape Client Support Services11
CLIENT RESPONSIBILITIESDuring the course of an issue’s diagnosis and resolution, we askyou to respond to all technical information requests as quickly aspossible so that our Technical Support team can resolve your case ina timely manner.At any moment, an incident can be either on the client’s side (i.e.,client is taking actions that will promote/expedite the resolution ofthe issue by Globalscape) or on the Globalscape side.An incident is on the client’s side when Globalscape requestsinformation from the client. When the client provides therequested information to Globalscape, the incident is considered tobe with Globalscape. The period during which the incident may beon the client’s side is limited to three consecutive business days. Incase the client’s response is overdue, the incident is cancelled outdue to inactivity. Globalscape is only responsible for the time duringwhich the incident is on their side.PRODUCT UPDATESStay up to date with the latest Globalscape news and productreleases by subscribing to our blog feed and reading the releasenotes in the Client Success Portal. Product Updates: https://portal.globalscape.com/s/login/ Blog Feed: http://feeds.feedburner.com/globalscapeGlobalscape Client Support ServicesGLOBALSCAPE END OF LIFE (EOL) ANDSUPPORT LIFE POLICYRapidly changing technologies and competitive pressures influencethe level, timing, and nature of demand for a particular productor group of products. These factors drive the need to introducenew products and services and to actively plan for end- of-lifefor older software versions and specific product lines. With thatin mind, we have provided the Globalscape End-of-Life (EOL)policy to help clients better manage the end-of-life transitionand to understand the role that Globalscape can play in helping tomigrate to alternative Globalscape technologies. Please refer to thefollowing information on our website:EOL and Support Life Policy: icy.aspxIf you need additional assistance with migration, you can contactour Professional Services team as well.CLIENT FEEDBACKAt the end of all incident cases, our Client Services Support teamwill send you a feedback form to gather your opinion on the supportservice received. Use this form to provide feedback which will helpus improve our Technical Support team and the way we handlefuture incidents.12
www.helpsystems.comAbout HelpSystemsHelpSystems is a people-first so tware company focused on helping exceptional organizationsBuild a Better IT . Our holistic suite of security and automation solutions create a simpler, smarter,and more powerful IT. With customers in over 100 countries and across all industries, organizationseverywhere trust HelpSystems to provide peace of mind. Learn more at www.helpsystems.com.HelpSystems, LLC. All trademarks and registered trademarks are the property of their respective owners.gs-gd-0321-79D
workaround is available. Severity Level 1 is re-classified to Severity Level 2 when a workaround is available. The list of product-related incidents referring to Severity Level 2 includes, but is not limited to, the following issues: - Critical business operations seriously affected - Direct financial impact
