What Support is provided to Cirrus Shield customers and how to contact Support?
Cirrus Shield users benefit from differentiated support depending on the version to which they have subscribed.
| Client Support | Free Version | Paying Client | Premium Support |
|---|---|---|---|
| Access to the online help | ☑ | ☑ | ☑ |
| Email support (support@cirrus-shield.com) | ☑ | ☑ | |
| Send user support : questions related to the utilization of the product (as a user or an administrator), issues with the product (bugs). | ☑ | ☑ | |
| Support hours (Monday to Friday from 9am to 6pm) | ☑ | ☑ | |
| Service Level | 2 Working days | 1 Working day |
Additional support options are available: administration of your environment, developer support. Please contact us at : support@cirrus-shield.com
Support Premium-Classification of support requests
The requests are classified according to the following criticality:
- Critical
- A request that has a critical impact. The customer can no longer use the application or major functionalities of the application are blocked or inoperative:
- Important features of the application are permanently unavailable. The problem is completely blocking and there is no workaround.
- The use of the application is not possible due to one of the following reasons:
- Highly degraded performance of the application or very slow response times.
- Data corruption.
- Cannot access the system.
- A request that has a critical impact. The customer can no longer use the application or major functionalities of the application are blocked or inoperative:
- Major
- A request which has a significant impact and which results in:
- Important features of the application that cannot be used in normal operation and that affect customer service.
- The problem is not blocking and / or there is a workaround but it impacts customer service.
- A request which has a significant impact and which results in:
- Minor
- A request that has a low impact. The application can be used normally and only some non-critical features are unavailable.
- Incidents that have a workaround and / or that have no impact on customer service or team productivity.
