Incydr support policy
Overview
This policy document describes "support services," the procedures that Code42 Software follows to help our enterprise customers use Incydr software. Our support services are divided into multiple subscription options ("support plans").
This document explains:
- Which support services are included in each support plan
- When and how you can submit support requests
- How we define issue priority
- How you can escalate an issue
Support plans
Code42 offers the following support plans, depending on your subscription:
- Code42 Select Support (previously Silver)
- Code42 Premier Support (previously Gold)
- Code42 Premier Plus Support (previously Platinum)
Support services
Each support plan includes a certain set of support services. This table explains which support services are included in each support plan.
| Support Service | Code42 Select Support | Code42 Premier Support | Code42 Premier Plus Support |
|---|---|---|---|
| Access to self-service documentation | Yes | Yes | Yes |
| Issue reporting options |
Web only
|
|
|
| Incydr Flows support | No | Yes | Yes |
| Consultation for pre-planning and best practices | No | Yes | Yes |
| Access to named Technical Account Manager (TAM) | No | No | Yes |
Contact hours and response times
Your support plan affects the times our Technical Support Engineers are available to you and the speed of their response to your issues.
| Support Service | Code42 Select Support | Code42 Premier Support | Code42 Premier Plus Support |
|---|---|---|---|
|
Support contact hours |
|
|
|
| Support contact hours on holidays |
|
|
|
| Response time for Urgent priority issues | 1 business day | 1 hour | 1 hour |
| Response time for High priority issues | 1 business day | 4 business hours | 4 business hours |
| Response time for Normal priority issues | 1 business day | 1 business day | 1 business day |
| Response time for Low priority issues | 3 business days | 3 business days | 3 business days |
Our definitions of issue priority are provided below.
Time zones
The time zones for these support contact hours vary depending on your location.
| Your Location | Time Zone For Support Contact Hours |
|---|---|
| USA | US Central Time Zone (UTC−05:00 or UTC−06:00, depending on daylight saving time) |
| Europe | Western European Time Zone (UTC±00:00) |
| Asia | Western European Time Zone (UTC±00:00) |
| Other locations | US Central Time Zone (UTC−05:00 or UTC−06:00, depending on daylight saving time) |
Of course, support contact hours that are "24 hours a day, 7 days a week" are not affected by time zones.
Support on US holidays
Because fewer Technical Support Engineers are available on US holidays, we will only respond to Urgent issues during the below listed holidays.
Code42 observes US holidays from 12:00 a.m. to 11:59 p.m., US Central Time, on the following dates:
| US Holiday | Date of Observance |
|---|---|
| New Year's Day | January 3, 2022 |
| Martin Luther King Jr., Day | Varies (third Monday in January) |
| Presidents' Day | Varies (third Monday in February) |
| Memorial Day | Varies (last Monday in May) |
| Juneteenth | Monday, June 20, 2022 |
| Independence Day | July 4 |
| Labor Day | Varies (first Monday in September) |
| Veterans Day | November 11 |
| Thanksgiving Day | Varies (fourth Thursday in November) |
| Day after Thanksgiving Day | Varies (Friday after Thanksgiving Day) |
| Christmas Day | December 26, 2022 |
Your responsibility for response times
We expect you to help us to resolve your issue when we make a reasonable request for your help. If you do not answer our requests or provide assistance, we may be unable to respond to your issues according to these response times.
How to submit support requests
The table below provides a quick summary of the contact information for our support services.
| Support method | Contact information |
|---|---|
| Web support |
Submit a ticket or check ticket status You must register at https://gethelp.code42.com to create a case. |
| Chat support |
You must register at https://gethelp.code42.com to initiate a chat. |
| Email support |
Universities and partners should instead use chat or create a case using https://gethelp.code42.com. |
| Call back support | Sign in to https://gethelp.code42.com. Select Create a Ticket. From the "Reason for Ticket" dropdown, select Call Back. |
To report issues, you must be recognized as an "administrative support contact" in the support system. To be registered as an administrative support contact, email your Customer Success Manager or create a ticket.
Exchange of information about support issues
Each time you report an issue, we exchange the following information with you:
- We give you an identification number that is used to reference your specific issue in the future.
- You should give us the following information in order to help us efficiently diagnose your issue:
Definitions of issue priority
Each time you report an issue to us, we categorize it by the priority of the issue and the potential impact to you. These are the guidelines we use to categorize the priority of each issue:
Escalation requests
Transferring the issue to another Technical Support Engineer is called "escalation."
Technical escalation
You may request that another Technical Support Engineer handle your issue. When issues are escalated, they are usually (but not always) transferred to a Technical Support Engineer who has more experience handling issues of that type.
Include the following information:
- Your ticket number
- The reason for escalation
- The expected priority of the issue
- Additional contact information, if necessary
Technical Support Engineer management escalation
You may request escalation to a Technical Support Engineer manager or leader in the event an issue is unresolved after a reasonable amount of time, or if support tools, process, or experience don't meet your expectations. A Technical Support Engineer manager:
- Evaluates your request as quickly and efficiently as possible
- Determines an appropriate action
- Communicates the decision to you
The manager may ask to have a direct conversation with you. Your issue may be transferred to another Technical Support Engineer, depending on the manager's decision.
Support for operating systems and software end-of-life
See the following links for our supported operating systems and software end-of-life policy:
Requirements for technical support services
- To receive these support services, you must have a current subscription agreement with Code42 or one of its authorized resellers.
- To report issues, you must be recognized as an "administrative support contact" in the support system. To be registered as an administrative support contact, email your Customer Success Manager or create a ticket.
- Refer to your agreement with Code42 for any definitions or details that are not clearly specified in this document.