Technical support for Syndeca includes the following:
Syndeca software support is set up for client success. Our approach to technical support provides streamlined communication and a simplified process. We strive to:
Syndeca Technical Support applies only to the Syndeca platform and related licensed software products. Projects and associated work from Syndeca’s services engagements can be supported as Professional Services or under a services contract from Syndeca. Your account representative can assist you in selecting what’s appropriate for your company. To learn about Syndeca’s consulting services, your account representative can help guide you in selecting the best elements for you.
Some Syndeca software products are designed to be modified by the customer. However, modifying Syndeca software or products in a manner not authorized by the applicable user documentation might limit or preclude Syndeca from providing technical support. If you have any questions regarding whether your planned modification will result in a supported software configuration, contact Syndeca Technical Support. Attempting to make any modifications to Syndeca software or products, reverse engineer, reverse assemble or decompile Syndeca Platform or client applications or software, or in any way attempt to recreate or modify the source code for any Syndeca software is not authorized by your Syndeca license agreement could put your technical support at risk.
Technical support is available to all customers who license Syndeca Platform software. However, you are encouraged to first contact your designated internal Syndeca support personnel. If you are unable to achieve resolution this way, your representative will reach out to Syndeca’s Technical Support or your account representative for further assistance. Whenever you contact any Syndeca team member, you might be required to provide some personal information, such as your company name, e-mail address, and phone number, in order to confirm your identity as a licensed customer. Failure to provide this information may prevent Syndeca Technical Support from taking action on your issue.
For most Syndeca products and solutions there is no additional charge for technical support. Support of our software is considered a part of the license agreement. Additional charges for any fee-based technical support services are outlined in your license agreement. This includes, but is not limited to the following:
Support hours of operation for new questions are Monday through Friday, 8:00 a.m. to 6:00 p.m. PT.
Note: After-hours support is available only in English and is limited to critical Syndeca Platform cloud-availability problems. After-hours support for client applications is limited to searching the Technical Support database for known, readily-identifiable potential circumventions to previously-encountered similar problems. If no potential circumvention is found, support will continue during regular business hours.
In addition, you can access the Syndeca Customer Support Web site and e-mail support services 24 hours a day.
For Problems Reported by Phone
All problems reported to Technical Support are initially handled by a Syndeca consultant who will work with you to identify and (in many cases) solve your reported problem. If the problem is not resolved during the primary contact, the consultant assigns a tracking number to the problem and does additional research or might pass it to a specialist.
The following table provides information for Syndeca’s targeted goals for initial follow-up and frequency of updates for problems with different severities and conditions. Targeted response times are based on the nature and severity of the issue.
Priority
Description
Target Response Time (Ticket Acknowledgement)
Target Update Time
Target Fix Time
P1 Critical
Production software unusable/Production cloud servers inaccessible and there is no circumvention for the problem; a significant number of customers are affected, and a production business system is inoperable.
1 hour
2 hour
As soon as possible; work commences and continues until issue resolved or workaround deployed
P2 Normal
Partial software functionality unusable/Partial service unavailable creating a significant operational impact.
24 hours
48 hours
3 days, subject to available maintenance slot
P3 Minor
A component is not performing as documented; there are unexpected results; problems can be circumvented; there is moderate or minor operational impact.
48 hours
1 week
Next software release/service update
P4 Low
Information Request
48 hours
48 hours
1 week
For Problems Reported Electronically
Priorities are assigned to problems reported via the Web or e-mail, based on the guidelines above. A Technical Support consultant will respond to the customer who reported the problem by phone or e-mail within 24 hours, with the exception of problems that are reported on weekends and holidays. Because Syndeca cannot guarantee less than 24-hour response on problems tracked electronically, you should report Severity 1 problems by phone.
While Syndeca is committed to resolve customer problems as expeditiously as possible, due to the complex nature of omni-channel software development and operating environments, Syndeca cannot guarantee the time that it will take to resolve a problem. In addition, our response times may be affected if a customer fails to provide requested information and/or refuses to provide Syndeca with remote access to the customer’s relevant network(s) or system(s), as applicable.
In some instances, Syndeca is integrated with client systems or other third party systems and Environments. Syndeca reserves the right to investigate, debug and support these third party software integrations at our discretion.