Support

Hyperic Support

Hyperic Support Policies

Production Support - North America
Production Support - Europe
Developer Support - North America

1. Production Support - North America

Hyperic's Production Support Service is intended to assist customers with questions and issues related to production use of our products. Production Support is provided as a part of every subscription.

Scope of Coverage: Production Support

What we support under standard coverage:

Installation
Configuration
Usage
Updates
Diagnosis of Issues
Bug Fixes

What we don't support under standard coverage:

Custom Plugins (Development and Production Use - Managed Products and HQU)
Custom Reporting
Custom Groovy Scripting
Modifications to Hyperic Products
Comprehensive Product Training
Integration with Third-party Products
Database Migration
System or Network Design
On-site Assistance

Additional service coverage is available to meet your needs, please contact your Sales Representative for more information.

Service Level Agreement: Production Support

Start of business: 8:00am US Pacific Time
Close of business: 6:00pm US Pacific Time

Closed US Holidays, Severity 1 service for Gold and Diamond subscribers only

Subscription Level	Silver	Gold	Diamond
Business Hours	10 x 5 (8am-6pm Pacific)	10 x 5 (8am-6pm Pacific)	24 x 7 (for Severity 1)
Scope of Coverage	Standard Coverage	Standard Coverage	Standard Coverage
Severity 1 (Blocker)	2 business days	1 business hour	1 hour (24x7)
Severity 2 (Critical)	2 business days	4 business hours	4 business hours
Severity 3 (Major)	2 business days	1 business day	1 business day
Severity 4 (Minor/Trivial)	2 business days	2 business days	2 business days

2. Production Support - Europe

Scope of Coverage: Production Support

What we support under standard coverage:

Installation
Configuration
Usage
Updates
Diagnosis of Issues
Bug Fixes

What we don't support under standard coverage:

Custom Plugins (Development and Production Use - Managed Products and HQU)
Custom Reporting
Custom Groovy Scripting
Modifications to Hyperic Products
Comprehensive Product Training
Integration with Third-party Products
Database Migration
System or Network Design
On-site Assistance

Additional service coverage is available to meet your needs, please contact your Sales Representative for more information.

Service Level Agreement: Production Support

Start of business: 8:00am US Pacific Time (UTC-8)
Close of business: 6:00pm US Pacific Time (UTC-8)

Closed US Holidays, Severity 1 service for Gold and Diamond subscribers only

Subscription Level	Silver	Gold	Diamond
Business Hours	10 x 5 (8am-6pm Pacific)	10 x 5 (8am-6pm Pacific)	24 x 7 (for Severity 1)
Scope of Coverage	Standard Coverage	Standard Coverage	Standard Coverage
Severity 1 (Blocker)	2 business days	1 hour (M-F 8am-6pm Pacific) 12 hours (M-F 6pm-8am Pacific)	1 hour (24x7)
Severity 2 (Critical)	2 business days	12 hours	12 hours
Severity 3 (Major)	2 business days	1 business day	1 business day
Severity 4 (Minor/Trivial)	2 business days	2 business days	2 business days

3. Developer Support - North America

Hyperic's Developer Support Service is intended to assist customers with questions and issues related to development and production use of custom plugins. Custom plugin must be certified to meet Hyperic's supportability standards before being supported under this service. Developer Support is an additional layered subscription and requires an underlying Production Support subscription.

Scope of Coverage: Developer Support

What we support under standard coverage:

Custom Plugin Development Advice and Best Practice
Custom Plugin Production Use Support (Hyperic Certified only)
Diagnosis of Issues
Bug Fixes

What we don't support under standard coverage:

Modifications to Hyperic Products
Comprehensive Product Training
Integration with Third-party Products
Database Migration
System or Network Design
On-site Assistance

Additional service coverage is available to meet your needs, please contact your Sales Representative for more information.

Service Level Agreement: Developer Support

Start of business: 8:00am US Pacific Time
Close of business: 6:00pm US Pacific Time

Closed US Holidays, Severity 1 service for Gold and Diamond subscribers only

Subscription Level	Silver	Gold	Diamond
Business Hours	10 x 5 (8am-6pm Pacific)	10 x 5 (8am-6pm Pacific)	24 x 7 (for Severity 1)
Scope of Coverage	Standard Coverage	Standard Coverage	Standard Coverage
Severity 1 (Blocker)	2 business days	1 business hour	1 hour (24x7)
Severity 2 (Critical)	2 business days	4 business hours	4 business hours
Severity 3 (Major)	2 business days	1 business day	1 business day
Severity 4 (Minor/Trivial)	2 business days	2 business days	2 business days

Getting Started