Quality Support is critically important to us at DefiniSec. We are of the belief that global service quality has digressed over the last 10-20 years, in more than a few industries (and for various reasons).
We however believe that paying customers, and those taking the time to consider our technologies, deserve our undivided attention. This article defines our required level of service together with escalation proceedings to make certain you both know what to expect, and have a means to address any dissatisfaction you may encounter.
Walkthrough Support Response
Some of the Recover/ Response Walkthroughs use procedures that require Support attention. Though typically carried out with Trial Licenses, we fully expect to provide you with the same level of Service offered to paying customers. Our expected response times are defined below.
Support Hours And General Response Times
Our Support staff is available as follows:
Monday - Friday
6am - 9pm, US Pacific Time
If you submit a first request during these hours, as a Trial License Holder you can expect:
Target First Response Time: Within 5 minutes
Typical First Response Time: Within 15 minutes
Maximum First Response Time: Within 90 minutes
We strive to respond to all Trial License Holder inquiries within the first few minutes, and are sometimes able to do so though most often respond within the first 5-15 minutes. Under extenuating circumstances, if and when our team is burdened with unusual challenges and dynamics, we strive to ensure you receive a response from us within the first 90 minutes.
It's worth noting that Support Agreements and/ or additional Service Level Agreements most often use similar target response times, though of course circumstances may warrant additional and/ or accelerated engagements. Be sure to discuss your individual needs with your Sales Representative.
After Hours Response Times
If you submit a Trial License request outside of Support Availability, you should expect:
Weekday After-Hours: < 10 Hours, Target/ Typical < 90 minutes
Weekends: Maximum 24 Hours, Target/ Typical < 90 minutes
Holidays: Maximum 24 Hours, Target/ Typical < 2 Hours
You can, when submitting a request, follow with a phone call directly to our team to request immediate attention:
Main Office: 415-529-5225 ext. 2
If for some reason you are not greeted by a person and instead routed to one of our Voicemail targets, please share your primary Account's email address and the nature of your submitted request so we can correlate your message with automated proceedings. Also please be sure to let us know if you require a callback or direct response beyond the normal parameters of the related request.
If you have any issues with the timeliness of our response, the nature of your experience, or your ability to have your needs addressed immediately, please send a detailed email message to our Support team (firstname.lastname@example.org) and we will make certain it's shared with and addressed directly by a member of our Executive Leadership Team, who will, if and as you wish, contact you directly to make certain you have what you need.
We aim to address all Escalations with specific reparation within 2 Full Business Days.
You can search this site for more information on various topics, or use this link to submit a specific request. You can also send email directly to email@example.com, and our staff will respond to your needs as soon as possible.
This article was updated w/ v10.7.1 of the :Foundation Client