{"id":737,"date":"2017-01-22T10:29:42","date_gmt":"2017-01-22T09:29:42","guid":{"rendered":"https:\/\/help.cirrus-shield.com\/?page_id=737"},"modified":"2021-07-09T13:11:20","modified_gmt":"2021-07-09T12:11:20","slug":"contact-support","status":"publish","type":"page","link":"https:\/\/help.cirrus-shield.com\/en\/contact-support\/","title":{"rendered":"Cirrus Shield Support Service Information"},"content":{"rendered":"\n<h4 class=\"wp-block-heading\"><span class=\"has-inline-color has-luminous-vivid-orange-color\">What Support is provided to Cirrus Shield customers and how to contact Support?<\/span><\/h4>\n\n\n\n<p>Cirrus Shield users benefit from differentiated support depending on the version to which they have subscribed.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<figure class=\"wp-block-table is-style-stripes\"><table class=\"has-subtle-light-gray-background-color has-background\"><thead><tr><th>Client Support<\/th><th class=\"has-text-align-center\" data-align=\"center\"><span style=\"color:#2cac4c\" class=\"has-inline-color\">Free Version<\/span><\/th><th class=\"has-text-align-center\" data-align=\"center\"><span style=\"color:#fabb07\" class=\"has-inline-color\">Paying Client<\/span><\/th><th class=\"has-text-align-center\" data-align=\"center\"><span style=\"color:#ec4c2c\" class=\"has-inline-color\">Premium<\/span><br><span style=\"color:#ec4c2c\" class=\"has-inline-color\">Support<\/span><\/th><\/tr><\/thead><tbody><tr><td><strong><strong>Access to<\/strong> the online help<\/strong><\/td><td class=\"has-text-align-center\" data-align=\"center\">\u2611<\/td><td class=\"has-text-align-center\" data-align=\"center\">\u2611<\/td><td class=\"has-text-align-center\" data-align=\"center\">\u2611<\/td><\/tr><tr><td><strong><strong>Email support<\/strong><\/strong>  (support@cirrus-shield.com)<\/td><td class=\"has-text-align-center\" data-align=\"center\"><\/td><td class=\"has-text-align-center\" data-align=\"center\">\u2611<\/td><td class=\"has-text-align-center\" data-align=\"center\">\u2611<\/td><\/tr><tr><td><strong>Send user support : questions related to the utilization of the product (as a user or an administrator), issues with the product (bugs).<\/strong><\/td><td class=\"has-text-align-center\" data-align=\"center\"><\/td><td class=\"has-text-align-center\" data-align=\"center\">\u2611<\/td><td class=\"has-text-align-center\" data-align=\"center\">\u2611<\/td><\/tr><tr><td><strong><strong>Support hours<\/strong> <\/strong>(Monday to Friday from 9am to 6pm)<\/td><td class=\"has-text-align-center\" data-align=\"center\"><\/td><td class=\"has-text-align-center\" data-align=\"center\">\u2611<\/td><td class=\"has-text-align-center\" data-align=\"center\">\u2611<\/td><\/tr><tr><td><strong><strong>Service Level<\/strong><\/strong><\/td><td class=\"has-text-align-center\" data-align=\"center\"><\/td><td class=\"has-text-align-center\" data-align=\"center\">2 Working days<\/td><td class=\"has-text-align-center\" data-align=\"center\">1 Working day<\/td><\/tr><\/tbody><\/table><\/figure>\n<\/div>\n<\/div>\n\n\n\n<p>Additional support options are available: administration of your environment, developer support. Please contact us at : <a href=\"mailto:support@cirrus-shield.com\">support@cirrus-shield.com<\/a> <\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><span class=\"has-inline-color has-luminous-vivid-orange-color\"><strong>Support Premium-Classification of support requests<\/strong><\/span><\/h4>\n\n\n\n<p>The requests are classified according to the following criticality:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Critical<\/strong><ul><li>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:<ul><li>Important features of the application are permanently unavailable. The problem is completely blocking and there is no workaround.<\/li><\/ul><\/li><li>The use of the application is not possible due to one of the following reasons:<ul><li>Highly degraded performance of the application or very slow response times.<\/li><li>Data corruption.<\/li><li>Cannot access the system.<\/li><\/ul><\/li><\/ul><\/li><li><strong>Major<\/strong><ul><li>A request which has a significant impact and which results in:<ul><li>Important features of the application that cannot be used in normal operation and that affect customer service.<\/li><li>The problem is not blocking and \/ or there is a workaround but it impacts customer service.<\/li><\/ul><\/li><\/ul><\/li><li><strong>Minor<\/strong><ul><li>A request that has a low impact. The application can be used normally and only some non-critical features are unavailable.<\/li><li>Incidents that have a workaround and \/ or that have no impact on customer service or team productivity.<\/li><\/ul><\/li><\/ul>\n","protected":false},"excerpt":{"rendered":"<p>What Support is provided to Cirrus Shield customers and how to contact Support? Cirrus Shield users benefit from differentiated support &hellip; <a href=\"https:\/\/help.cirrus-shield.com\/en\/contact-support\/\">Read more &rarr;<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"class_list":["post-737","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/help.cirrus-shield.com\/en\/wp-json\/wp\/v2\/pages\/737","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.cirrus-shield.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/help.cirrus-shield.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/help.cirrus-shield.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/help.cirrus-shield.com\/en\/wp-json\/wp\/v2\/comments?post=737"}],"version-history":[{"count":13,"href":"https:\/\/help.cirrus-shield.com\/en\/wp-json\/wp\/v2\/pages\/737\/revisions"}],"predecessor-version":[{"id":8327,"href":"https:\/\/help.cirrus-shield.com\/en\/wp-json\/wp\/v2\/pages\/737\/revisions\/8327"}],"wp:attachment":[{"href":"https:\/\/help.cirrus-shield.com\/en\/wp-json\/wp\/v2\/media?parent=737"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}