Support Plan Details

Support Hours

CollabNet will provide Support 24 hours per day, 7 days per week including holidays and including weekends. Customers will be able to submit email and case requests via CollabNet’s self-service portal 24 x 7 x 365 (excluding Support Portal maintenance windows). CollabNet Support staff will have access 24 x 7 x 365 to Operations engineers responsible for ensuring hosted production site availability.

Response Time

CollabNet’s response time to any request for Support will be based upon the level of Support Services purchased by Customer and the severity of the case reported.

A response will be one of the following:

• A potential problem resolution,
• A request for more information, which will allow CollabNet to determine the next steps towards potential problem resolution, or
• If the issue, at CollabNet's sole discretion, requires escalation or extensive time to research, a notification of the response duration needed to provide the client contact with more information, potential workarounds, or a resolution.

The table below outlines how CollabNet’s support policy is organized to respond to all cases and Application Defects based on their reported severity and assigned priority.

Case Allotment

Platinum support customers have no limitation on the number of cases filed, and  can  access support personnel for technical and functional cases 24/7.

SLA-conforming P1 Defects are as follows

Named Contacts

CollabNet manages the number of customer contacts interacting with its Support Operations through named contacts that are trained on CollabNet solutions and authorized to interact with the CollabNet Support organization. Platinum support customers are allowed to identify up to 10 named contacts.

System Monitoring and Health Management

This section is only applicable when the Product is offered as a Service

Regardless of the Support Program selected, a production site hosted by CollabNet is monitored 24 x 7 x 365. If the monitored services were to become unresponsive, an Operations Engineer would be paged and attend to the problem immediately.

CollabNet will provide Platinum Support  Customers with a ninety-nine percent (99.9%) uptime guarantee for the Hosting Services.

Tool Conversions

For project tool conversions, either from Issue Tracking to Project Tracker or CVS to Subversion, CollabNet will perform 4 tool conversion projects included with Platinum Support. Further requests will require a Statement of Work outlining required work, schedule, and financial consideration.

Additional Support Offerings for Lab Management

Platinum Support Services customers will be offered the following optional services at an additional charge: (a) advanced disaster recovery services (duplication of nodes in approved disaster recovery facility); (b) creation of additional profile libraries through customized Professional Services; and (c) a Personal Support Admin (PSA) to serve as a dedicated resource for review and management of the account (including help with upgrades, patches & more).

Application Feature & Enhancement Requests

Customer may submit enhancement requests for all CollabNet products.

Plan Compare Filing a support case Support guidelines