Katonic Customer Support Option
Katonic understands that when it comes to providing a superior customer experience, one size does not fit all. With that in mind, Katonic offers a three-tier support model: Standard, Premium and Platinum Support options. The support options are based on three key areas of customer need:
▪ Account Management – Account management and advocacy within Katonic to ensure Support meets the unique needs of your enterprise
▪ Proactive Support – Planning services aimed at reducing systems management and support costs by helping to prevent problems before they happen
▪ Responsive Services – Fast, accurate solutions to operational problems round-the-clock
The table on the following page summarizes the features of each option:
| Account Management | Description | Platinum | Premium | Standard |
|---|---|---|---|---|
| New Customer Onboarding | A process to ensure superior customer experience with Katonic | Onsite | Virtual "Live" | Packaged |
| Escalation Management | Escalation Process to fast-track resolution | # | # | |
| Ticket Review | A review of open support tickets | Weekly | Quarterly | |
| Designated Support Engineer | Designated remote support in the customer primary time zone. One Platinum package per primary TZ. | # | ||
| Support Score Card | Quarterly reporting on support metrics | Quarterly | ||
| Dedicated Slack Channel | Best effort communication channel with direct access to Support, Sales, Engineering, PM. Quality over speed. | # | ||
| Proactive Support | ||||
| Critical Issues Alert | Early warning of potential high-impact bugs, workarounds and fixes. | # | # | # |
| New Release Webinar | Comprehensive overview of new releases and their salient features. | # | # | # |
| Supportability Reviews | Best practices to help reduce long-term support issues and costs | # | # | |
| Diagnostic Knowledge Transfer | Informal training to help improve your systems’ availability | # | ||
| Guided Installation and Upgrades | Plan for installation and upgrades and standby support | # | ||
| Solution Audit | Thorough review of application & infrastructure. Recommendations to assure optimal performance of Katonic. | Yearly | ||
| Responsive Services | ||||
| Email and Portal Support | Multi-modal access to Customer Support | # | # | # |
| Software Updates | Access to new versions of subscribed Katonic products | # | # | # |
| 24 x 7 Katonic KB Access | Access to online knowledge base | # | # | # |
| 24 x 7 x 365 Support | Round-the-clock de-escalation support | All Sevs | Sev 1 | |
| 10 x 5 Standard Support | Primary local business hours 8am – 6pm | # | ||
| Skip the Line | Priority over other same severity tickets | # | ||
| Emergency Onsite Support | Onsite Support for issues not resolvable remotely, as agreed by Katonic and customer. | # |
Katonic Standard Support
Katonic Standard Support provides the following key features:
New Customer Onboarding – An initial meeting between Customer Support and designated customer contacts to outline all service elements and establish expectations, upon request.
Support Portal and Email Support: Customer support for your technical issues is available during 8:00am to 6:00pm (local business hours), Monday through Friday. Our highly qualified customer support engineers are geographically dispersed to better meet our customers’ global support needs.
Critical Issues Alert – Customer advisory service giving early warning of potential high- impact defects, workarounds and fixes.
Katonic Premium Support
Premium Support is designed to meet the responsive support needs of customers with a global footprint and/or those with business-critical systems. We are focused on minimizing disruption to your business-critical systems that depend on Katonic solutions and products by getting your systems up and running in as short a time as possible. In addition, Premium Support offers some additional Account Management and Proactive Services. Premium Support extends Standard Support by adding the following features:
24x7 Severity 1 Incident Support – Katonic Customer Support allows support tickets to be submitted on any Katonic product. Katonic provides 24 hours a day, 7 days a week emergency support for Severity 1 tickets.
Escalation Management – You can be confident that your issues are escalated promptly to deliver the best resolution in the shortest possible time. Upon request, a contact list of escalations will be provided as part of the service.
Quarterly Ticket Review – Your technical point of contact within Katonic Customer Success will offer quarterly calls to discuss open support tickets.
Supportability reviews – Your technical point of contact within Katonic Customer Success will offer best practices to help reduce long-term support issues and costs. Planning and migration services provide important counsel as you enhance and upgrade your environment.
New Release Webinar – A comprehensive overview of new releases and their salient features, with specific relevance to your deployment.
Katonic Platinum Support
Platinum Support is the ultimate package for customers seeking a long-term partnership with Katonic to solve strategic and mission-critical business problems. Platinum Support focuses on more frequent ongoing engagement and offering services that are of significant technical and strategic value through designated resources and additional attention invested in equipping your staff.
Platinum Support extends Premium Support by adding the following features:
Emergency Onsite Support – This service provides expert onsite help when both customer and Katonic mutually agree that the issues cannot be resolved remotely in a timely fashion and that on-site activity will significantly impact time to resolution. Customers will pay reasonable travel expenses.
Designated Support Engineer (DSE) – Katonic will designate a Support Engineer who is responsible for owning or consulting on all of your support requests. This allows Katonic to deliver a higher level of support by having knowledge of your environment, data model, past activities and challenges, resulting in more consistent and informed guidance and problem resolution.
Weekly Ticket Review – Your DSE will offer weekly calls to discuss open support tickets.
Support Scorecard – Your DSE will provide a scorecard of support activities and incidents on a quarterly basis, and review the scorecard with your team in a remote dedicated meeting.
Skip the Line – Platinum support tickets take precedence over tickets from other support levels.
Dedicated Slack Channel – Your DSE will set up and maintain a dedicated Slack channel within Katonic’s Slack team and invite support contacts from your team. This channel will allow your support team direct access to cross-functional teams within Katonic for deeper exchanges of information.
Diagnostic Knowledge Transfer – Give your staff the knowledge to help improve your systems’ availability and prepare the right level of diagnostic information when problems occur. This includes informal system training covering installation and architecture, delivered by your DSE.
Solution Audit – A thorough review of your application & infrastructure. Recommendations to assure optimal performance of Katonic.
Guided Installation and Upgrades – Your DSE will consult prior to the installation of new licensed environments or upgrade of those environments to ensure proper upgrade procedures are known and followed and highlight important considerations. They will also arrange for remote standby support as requested during upgrades.
Ticket Severity Definitions
Ticket severity levels are assigned during ticket creation. Severity assignment will be validated with you by the Katonic Customer Support Engineer and is based on the technical and business impact of your technical issue as outlined below. Katonic Customer Support, at their sole discretion, may upgrade or downgrade the severity of your ticket depending on developments during the ticket flow process. For example, if available, a temporary resolution may be provided to mitigate the material impact of a given problem resulting in the reduction of the severity of a ticket. Severity levels will also be adjusted downward as your technical issue is mitigated or if you, the customer, do not engage in like effort.
Severity 1
The production use of the Software is stopped or so severely impacted that the user of the Software cannot reasonably continue work. The user of the Software is experiencing a complete loss of service. The operation is mission-critical to the business and the situation is an emergency.
Severity 2
The user of the Software is experiencing a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion. The operation is mission critical to the business.
Severity 3
The user of the Software is experiencing a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality.
Severity 4
The customer requests information, an enhancement, or documentation clarification regarding the Software but there is no impact on the operation of the Software. The user of the Software is experiencing no loss of service. The result does not impede the operation of a system.
| Type | Platinum | Premium | Standard |
|---|---|---|---|
| Severity 1 | < 30 mins | < 1 hour | < 1 business hour * |
| Severity 2 | < 2 hours | < 4 business hours * | < 4 business hours * |
| Severity 3 | < 8 hours | < 8 business hours * | < 8 business hours * |
| Severity 4 | < 8 hours | < 8 business hours * | < 8 business hours * |
Local business hours are 8:00am to 6:00pm in the customer defined time zone, Monday through Friday, excluding major holidays.
Before You Contact Katonic Support
Katonic customers are often able to resolve their technical issues simply by using our Knowledge Base. Prior to contacting Katoic Support, we recommend searching the Knowledge Base. Your issue may have previously been investigated on behalf of another user, and a known solution may exist.
If you still need to contact Katonic for support, please provide the following information, so we can assist you as quickly as possible:
Clearly Define the Issue
Describe your issue and symptoms clearly and thoroughly. Be as precise as possible in your explanation. Outline the steps used to reproduce the issue as well as any steps you have already tried to resolve it.
Provide Background
Answers to the following questions will help us address your quickly:
What Katonic product and version are you running?
What steps led to the issue?
Can you reproduce the issue? What steps do you follow to reproduce it?
Have any changes been applied to your deployment recently that could have triggered the issue?
What error messages did you see when the problem occurred?
Collect Available Diagnostic/Troubleshooting Details
Inclusion of diagnostic information in your ticket submission, such as log files, etc., will often help our Support Engineers identify the cause of an issue. Please provide as much of this information as possible.
Assign a Business Impact Level
When submitting a ticket, please assign a Business Impact level based on the estimated business priority of the reported issue (not available when submitting a ticket via email). This will help us understand the impact of the problem on your organization so we can prioritize and respond appropriately.