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    Goliath Technologies: Customer Support Policy

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    Tier3
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    Overview

    This document describes the support offerings from Goliath Technologies for all current licensed customers as well as evaluation users. The information and policies described in this document are subject to change without notice.

    Support can be requested by submitting a ticket, emailing, or via phone:

    The Goliath Technologies website (goliathtechnologies.com) and Goliath Technologies
    Support Center (support.goliathtechnologies.com) provide a wealth of information at your
    fingertips. Refer to the following online resources to augment support interaction:

    Troubleshooting: Learn how to troubleshoot issues within your environment, for example: “Logins
    Take Too Long” and “Citrix Sessions Are Slow” with Goliath Performance Monitoring.

    Documentation: Review and download the latest product documentation online under Resources or Goliath Support Center for all the latest troubleshooting guides, product release information.

    Consulting Services: See the Goliath website for our service offerings under Resources.

     

    Support Offerings

    Goliath Technologies offers two levels of support:

    Platinum Support – Provides 24 X 7 support services for critical production issues as defined by the severity policy.

    Gold Support – Provides 10 X 5 support services during normal business hours.

    Customers under current support contracts, gold or platinum, are also entitled to free upgrades and patches.

    Support is provided subject to the terms of Goliath Technologies' End User License Agreement (EULA), including the limitation on liability and disclaimer of warranties contained in the EULA. Without limiting the terms of the EULA, Goliath Technologies does not guarantee a resolution that is satisfactory to the customer.

    For issues outside the scope of the Goliath Technologies products, Goliath Technologies will make a best effort to assist, but we make no guarantees on a resolution. Examples include virtualization issues, networking problems, hardware issues, or third party software issues.

    Business Hours of Operations

    Normal Goliath Technologies Support business hours of operation are defined as between 8 AM and 6 PM ET on days according to each specific support offering.

    Support Program Matrix

    Feature Platinum Support Gold Support
    Hours of Support 24 hours per day
    7 days per week    		 10 hours per day
    5 days per week
    (excluding Goliath Holidays)
    Product Upgrades/Updates Included, no additional charge Included, no additional charge
    Methods of Support Phone/Support Ticket
    For off hours support, use
    the Support Web page to
    submit a support request    		 Phone/Support Ticket
    Severity 1 Response Time 4 Hours 4 Hours – business hours
    Severity 2 Response Time 6 Hours – business hours 6 Hours – business hours
    Severity 3 Response Time 8 Hours – business hours 8 Hours – business hours
    Severity 4 Response Time Next Business Day Next Business Day
    Support Level Pricing Additional Cost Included with standard
    maintenance

     

    Severity Levels

    The following are severity level definitions for Goliath Technologies Support Cases

    Severity 1 – Issue has a critical business impact. For example, total product failure and systems down.

    Severity 2 – Issue has a significant business impact. For example, situations where product features that are not functioning affect primary and mission critical applications. Although the product is restricted in its availability or function, workaround solutions may exist.

    Severity 3 – Issue has a minimal business impact. For example, a product feature may not be functioning but a majority of the product’s features and functionality are available. Workaround solutions may exist.

    Severity 4 – Issue has no business impact. For example, questions about product features, configuration questions, documentation clarification, and feature requests.

     

    Customer Support Issue Resolution

    Goliath Support provides trained resources to research and resolve issues on a timely basis. While an issue is open, the support team will keep you informed (through ticketing system) of the resolution status, and will notify you when a reported issue has been resolved. If at any point during the resolution process, you become dissatisfied with the handling of your issue, simply contact the case owner and request an escalation to the manager. This allows us to understand your concerns and make adjustments in resources if necessary.

    We will make three attempts, on separate business days, to contact you for updates or information on an open case. If we are unable to make contact with you, we may close the case. If the issue continues to exist, you may reopen the case issue.

    Resolution of a support case can include any of the following actions:

    • Software that provides a fix for the problem (case closed).
    • Permanent business or system workaround (case closed).
    • Temporary business or system workaround (case severity level is reduced).
    • Action plan for the development of a fix or workaround: milestones and dependencies are set, communicated, and tracked (case severity level might be changed).
    • Issue is a customer-specific bug, customization or enhancement, and is not covered under maintenance (customer notification, case closed, customer updated on issues status as it relates to product release).

     

    Evaluation Users Support Policy

    During the evaluation of any Goliath Technologies product, support is offered as per the severity level of the issue during Goliath Technologies’ normal business hours. For those cases we will make the best effort to respond. 24 x 7 support is not available for evaluation users.

     

    Customer Satisfaction Surveys

    We periodically survey customers to obtain additional feedback on recent experiences with Product, and
    Customer Support. Survey results are reviewed by management. When a support case is closed, an e- mail may be sent to the customer contact associated with the case. The e-mail contains a link to an online survey with questions covering areas such as the handling of the support case, professionalism, knowledge of the support analyst, and overall satisfaction with the management of the case.

     

    Product Life-cycle

    Level of support services provided depends on the life-cycle phase determined for specific version of the product. Current versions of the products are eligible for full support that includes support services and updates/fixes while support for older versions may be limited. A list of known workarounds or existing fixes and assistance with upgrading to a supported version is available for customers using old or discontinued versions.

    Full Support
    (Current Version)    		 Limited Support / End of Maintenance (EOM) Discontinued Support / End of Life (EOL)
    • Full support
    • Minor and patch releases published periodically
    • Primary download from website
    • Best effort for workarounds and fixes
    • Minor releases no longer published
    • Security or critical bug fixes with Goliath management approval
    • Downloadable from Updates section of website
    • No minor or patch releases available
    • No support, other than self-help, is available
    • Not downloadable from website
    • New product enhancements and fixes will not be available. Goliath does not have an obligation to provide support for software that has been publicly designated End of Life (or similarly designated).

     

    Contact

    Goliath Technologies goliathtechnologies.com 

    Support: 1-866-790-6840 support@goliathtechnologies.com

    Sales: 1-855-465-4284 techinfo@goliathtechnologies.com

     

    Legal Notices

    Goliath Technologies Customer Support Reference Guide
    Copyright © 2020 Goliath Technologies Inc. All rights reserved. goliathtechnologies.com

    Goliath Technologies believes the information in this publication is accurate as of its publication
    date. The information is subject to change without notice.
    THE INFORMATION IN THIS PUBLICATION IS PROVIDED “AS IS.” GOLIATH TECHNOLOGIES MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND WITH RESPECT TO THE INFORMATION IN THIS PUBLICATION, AND SPECIFICALLY DISCLAIMS IMPLIED WARRANTIES OF  MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

    Use, copying, and distribution of any Goliath Technologies software described in this
    publication requires an applicable software license.

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    Citrix, NetScaler, Xen, XenServer, XenApp, XenDesktop and XenCenter are either trademarks or
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    All other trademarks and copyrights referred to are the property of their respective owners.

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