EDM01-36v10 DAG_9.2X2_Card_User_Guide - Support
©2010 - 2012 Endace Technology Ltd. Confidential - Version 10 - May 2012
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Severity Levels Described
A severity level is always required by Endace Support when submitting a Support Request. Please
remember to add a severity level to every Support Request. The following list describes each of the
severity levels.
Severity 1: Critical
Short Description:
Service completely unavailable (production networks only).
Full Description: The Endace product is completely unavailable and there is no workaround. Service
needs to be restored immediately.
Severity 2: High
Short Description:
Severely degraded service.
Full Description: The Endace product is severely degraded and there is no workaround, the product
performance is at unacceptable levels.
Severity 3: Medium
Short Description:
Performance impaired.
Full Description: System performance is degraded, with a workaround in place. Operational performance
of the product is impaired but acceptable.
Severity 4: Low
Short Description:
General assistance.
Full Description: The customer requires assistance on the use of the Endace product, but the issue does
not affect service.
This severity level is appropriate if the customer requires assistance on installation, configuration, feature
requests, general capability and product questions.
Endace Support will endeavor to resolve the problem as quickly as possible. If a workaround can be
achieved in a short time, it will be applied, and the priority of the case lowered while Endace Support
works on implementing a more permanent solution.
Note:
Reports subsequently made available about the case will reflect the priority of the case at the time of
closing, and not the priority of the case when it was raised.
Support request form
Endace has an on-line form that assists in gathering information for your support request.
The URL is:
https://support.endace.com/RequestAssistance.aspx
Contact details
Endace contact details:
Email:
USA (Toll Free):
+1 866 501 3356
UK (Toll Free):
+44 0800 051 3887
Australia (Toll Free):
+61 1800 144 708
New Zealand:
+64 7 959 2630
Support Website:
https://support.endace.com/
