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.

PortaCare

After complimentary period included in the initial license purchase, any PortaOne client can choose to continue these extensive support services for additional annual charge.

The most demanding customers who believe that their business deserves a very special attention may choose to upgrade their service to Premium PortaCare level.

Premium PortaCare

After complimentary period 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 his hardware will be charged at an hourly rate or as agreed in advance.

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:

  1. Priority-based email support 24 hours a day, 365 days a year, including investigation, verification, and correction of reported issues

  2. Initial system configuration and testing

  3. IP firewall setup and security updates

  4. Log file rotation and compressing, disk space monitoring, backup policy and setup

  5. Replication monitoring and recovery of databases

  6. DNS and NTP clients setup and monitoring

  7. Installation of Maintenance Releases

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:support@portaone.com.

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 Process

Upon 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:

    • Level 80. The customer's network is down or severely degraded or business operations are being critically impacted.
    • Level 60. The customer's network is degraded
    • Level 40. The customer's network operation is impaired, yet generally functional.
    • Level 20. 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 1Priority 2Priority 3Priority 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 1Priority 2Priority 3Priority 4
Immediate Technical Support Manager      
1 hour Customer Relations Manager Technical Support Manager    
4 hours CTO Customer Relations Manager    
8 hours   CTO    
48 hours     Technical Support Manager  
96 hours     Customer Relations Manager Technical Support Manager

For more information on escalation procedures, please review the customer relations page.

PortaCare

contact@portaone.com

Toll-free calls (phone & Skype)
+1 866 747 8647
Calls & faxes from abroad:
+1 604 628 2508

PortaOne, Inc.
Suite 408, 2963 Glen Drive
Coquitlam, BC, V3B 2P7
Canada

Superb Reliability and Scalability with
24/7 Professional Technical Support

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Open architecture

PortaOne provides both APIs and source code for PortaSwitch to allow an easy integration
 
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Scalability for growth

Our platforms can easily scale up by adding more servers to match your project success
 
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Reliability and redundancy

Clustering and geo-redundant site configuration allow to address the most rigorous requirements
 
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24/7 technical support

Over 60% of our 300 engineers are in the technical support services, praised as the best in industry
 
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Constant improvement

The dedicated highly skilled development team delivers more than 20 software builds per year