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 is a subscription program that includes maintenance package and, as detailed below, covers remote monitoring and basic maintenance of servers, as well as 24/7 technical support for PortaOne products.

After six months 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.

For more technical and/or pricing information about our PortaCare support and maintenance program and Premium PortaCare package please contact our sales team.

PortaCare is a maintenance package and, as detailed below, covers remote monitoring and basic maintenance of servers, as well as support for PortaOne products. After six months, a 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:

System maintenance

• Remote monitoring of systems on a daily basis (usually on business days) for basic system health, including:
  • Database (replication monitoring/recovery)
  • Storage (log file rotation and compression, disk space monitoring, backup policy and setup)
  • Security (IP firewall policy and setup, security monitoring, detecting hacker activity)
  • NTP problems
  • DNS forwarding and reversing DNS resolution
• Updating systems with appropriate bug fixes from the published OS vendor errata.
• Operating system and third party software upgraded as appropriate - this will only be performed upon substantial consultation with the client
• Addressing operational problems with the installed software, so long as this pertains to the software’s designed capabilities

Product Support

• Initial system setup
• Verification and correction of identified program errors
• All patch and maintenance releases of the software at no extra charge
• All major releases of the software at a substantial discount
• Priority-based e-mail response 24 hours a day, 365 days a year

Maintenance Releases

PortaOne’s maintenance release policy is aimed to better accommodate our customers’ demand for rapid functionality deployment. Our plans usually include 3 to 4 maintenance releases per year, with periods between individual releases being around three or four months. This decreases the waiting time for new features to become available and facilitates the upgrade process.

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:

Priority 1

RT priority code: 80. The customer's network is down or severely degraded or business operations are being critically impacted.

Priority 2

RT priority code: 60. The customer's network is degraded.

Priority 3

RT priority code: 40. The customer's network operation is impaired, yet generally functional.

Priority 4

RT priority code: 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 1	Priority 2	Priority 3	Priority 4
1st Email	1 hour	2 hours	1 business day	4 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
8 hours		CTO
48 hours			Technical Support Manager
96 hours			Customer Relations Manager	Technical Support Manager

Your Customer Relations Manager number is +1 604 628 2508, extension 7185.

Customers may, at their discretion, also escalate a request via the Technical Support Engineer assigned to the request or the Technical Support Manager. Escalation notification timing depends on the request priority as indicated in the table above.