Customer Support

DataSynapse provides extensive maintenance and support services to meet the needs of customers, whatever their scale – from single site installations to multi-application global deployments of virtualized infrastructure. Maintenance and support services cover the following principal components:

 

  • Help Desk (e-mail and telephone) support to assist in use of the software and issue resolution
  • Remedial Maintenance in the form of diagnosis and correction of reported errors in the software
  • Updates/Upgrades in the form of regular corrections, improvements and enhancements to the software

 

Two support coverage alternatives are offered: Standard (Round-the-Clock) or Business Hours only. Specific maintenance terms can be customized based upon client needs.

 

The DataSynapse Support Website enables customers to access the DataSynapse Knowledge Base, download documentation, software releases (updates, upgrades) and software licenses, and exchange files and information with the customer support team. Additionally, customer-specific files such as patches, pre-releases, development support tools and sample code can be downloaded. The support site also includes an interface to the Support Ticket Tracking system allowing customers log and track issues should they arise.

 

As part of its software maintenance program, DataSynapse provides customers with new software updates and releases that contain new features, performance and reliability enhancements, and remedial fixes and optimizations. DataSynapse works closely with its customers to identify and prioritize new upgrade functionality and other requests. When necessary, DataSynapse will provide patch level updates to resolve urgent customer support incidents.

 

Product upgrades are designed to be applied to existing installations without causing any loss of configuration or application data. With DataSynapse’s file updating functionality, all compute Engines automatically update their software when a GridServer Manager is upgraded, so there is a single point of control no matter how many Engines are deployed.

 

All software is fully documented through User Guides, Administration Guides, Tutorials and Detailed Release Notes. Documentation is continually updated with each new release and available in both hard copy and electronic form.