Support

Datera Support

Datera Technical Support is geared to provide proactive and efficient support services to ensure continuous operation of Datera systems through automated monitoring, proactive corrective action and priority servicing.

The following table summarizes the support options available and the associated service levels.

Premium Support

Terms 1 or 3 year contracts
Support Coverage 24x7x365 (priority call handling)
Target Response Times
Priority 1
Priority 2
Priority 3
1 Hour (first contact initiated via phone)
4 Business hours*
1 Business day**
Software Updates Major and minor maintenance, patch releases and upgrades provided.
Hardware Replacement
(applicable only for appliance or hardware-only configurations)
Next business day** after failure confirmation
Duration of on-site parts replacement after diagnosis
On-Line Support/Resources For support requests send an email to support@datera.io
To access our online Knowledge base and case management login to support.datera.io
Extended Hardware Warranty
(applicable only for appliance or hardware-only configurations)
Yes
Automated Monitoring Automated alert system, sends regular system status reports and alerts on critical events
Professional Services Upgrade Option: Professional Services Engagement for engagement on system architecture or execution of implementation and data migration.
Technical Account Management Upgrade Option: Technical Account Management with Quarterly Business Reviews

* Business hours are 9am to 5pm Pacific Time (PT) on a business day**.

** Business days are Monday through Friday, excluding days on which U.S. national banks are generally closed. Must be reported by 12:00 PM Pacific Time to receive next day.

NOTE1: All services may not be available in all areas. Please check with your Datera sales representative or contact Datera to confirm service details and pricing.

NOTE2: All response time SLAs are the maximum time to engage with a customer on an issue. Priority-based escalation policies will be in place to ensure timely resolution.

Call home

Proactive system monitoring activated automatically during set-up. Datera strongly recommends every customer enables the call home feature to receive continuous monitoring and proactively alert Datera of any software or hardware issues in real-time. Datera Support can be alerted to an issue before the customer notices it. To ensure the highest security during call home and remote support activities, alerts and log bundles are transferred to the call home server securely using HTTPS, which utilizes TLS/SSL encryption.

Phone Support

Datera Support is available to answer questions and resolve issues promptly and efficiently by trained technical support engineers. All cases are assigned a priority based on their impact on customer operations.

Engineering involvement on support cases

In addition to the availability of highly trained professionals to provide the fastest quality support to customers, Datera’s development team is also readily available to engage directly with customers depending on the situation.

Email Support

For non-urgent issues, contacting Datera Support via email is recommended – support@datera.io. Response will be prompt and a case will be logged to track resolution.

Online Support

Online access to the case management system is available to authorized customer contacts, allowing you to log new cases, review existing cases and update information on an open case, while also giving access to knowledge base articles and solutions to known issues.

Hardware Support

For hardware appliances, Datera will ship to the customer field replaceable units (FRU) especially NL-SAS HDDs or SATA SSDs on detecting failure. All other cases, Datera will ship the node in error.

On-site Support

For mission critical deployments, Datera can provide trained technical field service professionals to help with diagnosis and repair.

Software Updates

Datera Support will notify customers of software updates (patches and new releases). A customer can trigger the software update process. Once triggered, the Datera System automatically updates the cluster through a rolling upgrade process that is non-disruptive to clients or applications.

Case Priority Definition

Priority 1 Highest Severity
Priority 2 Medium Severity
Priority 3 Low Severity

Priority 1: Error in the product that significantly impacts or prevents the use of the product.
Priority 2: Error that disables a particular non-critical function of the product, or component. The lost functionality impairs operations but not the use of the product.
Priority 3: Error that has no significant effect on the functionality of the product or general questions regarding functionality.

For Technical Support Please Send Email To: support@datera.io

Support

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Toll Free 1-877-799-6201
International 1-408-404-8736