DefiniSec aims to provide world-class support at all times, whether working with paying customers or those who have taken the time to consider our technologies for their needs. Exceptional Support is an absolute that carries the highest level of priority for every single member of the DefiniSec organization.
This article aims to help you understand how our Support Policies apply to your actions as a Trial User working through the Walkthroughs.
Walkthrough Support Response
Some of the Recover/ Response Walkthroughs use procedures that require attention from our Support staff. Despite that Walkthroughs are generally executed using Trial Licenses, our teams do not differentiate between paying customers and those considering our technologies. As such, you can expect the same level of response from our team members both now and in the future.
Support details are typically defined by contract when licensing the software for corporate use. However, and in general, in the absence of a Support Agreement and/ or Service Level Agreement, you can expect response times as described in the article, Support Policy.
Summary Response Times
For convenience, our Response Times are summarized here:
Business Hours: Monday - Friday, 6am - 9pm Pacific Time
Target First Response: < 5 minutes
Typical First Response: < 15 minutes
Maximum First Response: < 90 minutes
Weekdays: Target/ Typical First Response: < 90 minutes, Maximum < 10 hours
Weekends: Target/ Typical First Response: < 90 minutes, Maximum < 24 hours
Holidays:* Target/ Typical Response: < 2 hours, Maximum < 6 hours
* Holidays are defined as those matching United States Federal Holidays.
Accelerating Requests and Escalating Concerns
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 you have any issues with response quality, send a detailed email message to our Support team (firstname.lastname@example.org).
For further insight on these and other Support Response proceedings, refer to the article, Support Policy.
Updated November 2nd, 2021