Support

We’re always here for you… because it’s always 8 a.m. somewhere.

We ensure continuous operation of your Datera systems through automated monitoring, cloud-based predictive analytics and proactive maintenance. All backed by a team of world-class technical experts who never sleep. So you can rest easy.

Available Support Options & 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 & minor maintenance; patch releases & 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.

Online Support/Resources

  • Email support (non-urgent requests)
  • Online knowledge base & case management access

Extended Hardware Warranty

(applicable only for appliance or hardware-only configurations)

Yes

Automated Monitoring

Automated alert system sends regular system status reports & alerts on critical events

Professional Services***

  • System architecture consulting
  • Implementation & data migration services.

Technical Account Management***

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 support.

*** Optional Upgrade

NOTE 1: 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.

NOTE 2: 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 is activated automatically during set-up.

We strongly recommend every customer enable the call home feature to receive continuous monitoring and pro-actively alert us of any software or hardware issues in real time. To ensure the highest security during call home and remote support activities, alerts and log bundles are securely transferred to the call home server using HTTPS with TLS/SSL encryption.

Phone Support

Datera technical support engineers are available to answer questions and resolve issues promptly and efficiently. In addition, Datera development engineers are readily available to engage directly with customers when needed. All cases are assigned a priority based on their impact to customer operations.

Email Support

For non-urgent issues, contacting Support via email is recommended. 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. Access to knowledge base articles and solutions for known issues is also provided.

Hardware Node Support

For hardware nodes, we ship field replaceable units (FRUs.) For NL-SAS HDDs or SATA SSDs, we automatically ship FRUs upon failure detection. In all other cases, we ship a replacement for the node in error.

On-Site Support

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

Software Updates

Datera notifies customers of available software updates (including patches and new releases). A customer may then initiate the software update process. Once initiated, the Datera system will be automatically updated 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.