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technical support |
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Technical Support Policy
The following describes the Technical Support services offered by Germane Systems to help customers determine the level of service they will receive from Germane Systems. Additionally, the document details the level of cooperation expected, and the process that customers should follow, in order to obtain the service level offered by Germane Systems.
Technical Support
Technical Support entitles the customer to services above and beyond those services that fall under the Product Warranty and RMA Policy. This involves ability to ask questions on the product specifications, usage, report problems, request help on troubleshooting, and other customer support matters. Germane Systems Technical Support engineers, and when necessary product development engineers, work with the customer in resolving these issues.
Technical Support Channels
A Support Request can be made directly from Germane’s Customer Portal at portal.germane.com/customer. This portal is password protected and accessible to Germane customers only. You need a user name and password to access the Portal. If you do not have a login and are a Germane customer, please register by filling out this form.
Issue Classification
The severity level of a technical problem is based upon the nature and consequence of the functional problem or failure. When reporting an issue/question, customers may specify the severity of the issue to properly allow Germane to prioritize your system. If customer does not specify the severity of an issue, Germane Tech Support team uses its judgment to assign severity level of the issue from the problem description. The following table is a guideline on how severity levels should be set.
Serial # |
Severity |
Description |
1 |
Critical |
A problem that affects the functionality necessary for the normal operation of the product and is causing an overall system failure, or a problem that is blocking the progress of a development project or deployment of the product in the field. |
2 |
High |
A problem that affects functionality necessary for the normal operation of the product but does not cause an overall system failure.
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3 |
Medium |
A problem that affects functionality which do not impair the normal operation of the product and/or there is a workaround for the problem.
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4 |
Low |
A problem that does not affect the feature/functionality of the product and cosmetic in nature.
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Response and Resolution Time
Germane Systems will utilize its engineering resources to resolve all customer submitted issues. The first response from Tech Support Engineering will be sent to the customer for the submitted issue depending on the severity of the problem. The resolution time for a ticket depends heavily on the type of the problem and the amount of information provided to Germane Systems from the customer submitting the trouble ticket. The necessary information generally includes, but is not limited to symptom, serial number, debug traces, system environment variables, and the product usage scenario.
Issue Resolution
Germane Systems’ response will provide a temporary work-around solution when available and a subsequent, more complete and validated solution for the problem.
In order to fix problems quickly, Germane Systems expects the customer to provide reasonable engineering support so that Germane Systems engineers may debug the problem efficiently. If necessary, Germane Systems may request the shipment of the affected hardware back to Germane Systems for examination and root cause analysis. |
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