Support Hours
CollabNet will provide support 24 business hours per day 5 work days per week (Monday – Friday) including holidays and excluding 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 information 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
Gold support customers have up to 120 annual support cases for technical and functional assistance.
SLA-conforming P1 Defects are as follows
Priority of Issue
Initial Response Time
Customers can contact CollabNet support on weekends for P1 issues.
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. Gold support customers are allowed to identify up to 5 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 Gold Support customers with a ninety-nine percent (99.5%) uptime guarantee for Hosting Services.
Tool Conversions
For project tool conversions, either from Issue Tracking to Project Tracker or CVS to Subversion, CollabNet will perform 2 tool conversion projects included with Gold Support. Further requests will require a Statement of Work outlining required work, schedule, and financial consideration.
Additional Support Offerings for Lab Management
Gold Support 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 Support Admin to be Customer’s main point of contact for case submission, follow-up, and to serve as a dedicated resource for review and management of the account (including help with upgrades, patches, and more).
Application Feature & Enhancement Requests
Feature and enhancement requests must be submitted via http://help.collab.net under support options. Check the box to request a feature.
Customer may submit enhancement requests for CollabNet product.
Plan Compare Filing a support case Support guidelines 
Login to the customer Support
Portal to track Support requests