Technical Support Handbook
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Supported Versions and Updates
Pepperdata releases are supported according to the EOM Policy. When a Supervisor release reaches its EOM date, you can continue to use it. However, if you require assistance, we will ask you to upgrade to a release that is still covered by the maintenance policy.
Your technical support contract enables you access to Pepperdata software updates. The latest versions of Pepperdata are listed in the documentation (Downloads), along with download links. For the lists of new features for each version, see Pepperdata Release Notes. For detailed upgrade instructions, see Upgrading a Cluster.
Documentation
Before you contact Pepperdata Technical Support, we recommend searching the documentation. If the documentation does not answer your question, and you’re a registered customer who has signed up for Pepperdata Technical Support, you can open a service request.
Pepperdata Technical Support
When you license Pepperdata software, you are entitled to Pepperdata Technical Support. To access Pepperdata Technical Support, go to support.pepperdata.com. If prompted to log in, use the same credentials that you use to log in to the Pepperdata dashboard.
Priority Levels and Response Times
Support tickets are assigned a priority level based on the impact of the issue.
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Low—A general usage question, reporting a documentation error, or recommendation for a product enhancement or modification.
There is a low-to-no impact on Customer’s business or the performance or functionality of Customer’s system. Includes all issues that are not specifically described for higher priority levels.
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Normal—A problem that involves partial, non-critical loss of use of the software.
There is a medium-to-low impact on Customer’s business, but Customer’s business continues to function, including by using a workaround.
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High—A problem where Pepperdata is functioning but Customer’s use is severely reduced (for example, a chart or table is reporting incomplete data).
The situation is causing a high impact to your business operations, and no workaround exists.
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Urgent—A problem that severely impacts Customer’s use of Pepperdata (for example, the Pepperdata dashboard is unavailable, or users are unable to log in to the Pepperdata dashboard).
The situation halts routine business operations, and no workaround exists.
Response times from Pepperdata Support depend on your organization’s service-level agreement (SLA) with Pepperdata. The tables show the response times for Standard Support and Premium Support. Response times for business hours and business days exclude holidays observed by Pepperdata.
Standard Support Response Times
| Priority | Active Hours | Initial Response | Mutual Update Frequency |
|---|---|---|---|
| Low | Business Hours1 | Within 1 business day2 | Every 3 business days2 |
| Normal | Business Hours1 | Within 4 hours | Every 1 business day2 |
| High | Business Hours1 | Within 1 hour | Every 2 hours |
| Urgent | Business Hours1 | Within 30 minutes | Every 1 hour |
1 Business Hours means 8:00 AM to 5:00 PM, Pacific Time, on Business Days.
2 Business Day means Monday through Friday, Pacific Time, excluding holidays observed by Pepperdata (see Pepperdata Holidays).
Premium Support Response Times
| Priority | Active Hours | Initial Response | Mutual Update Frequency |
|---|---|---|---|
| Low | Business Hours1 | Within 1 business day2 | Every 3 business days2 |
| Normal | Business Hours1 | Within 4 hours | Every 1 business day2 |
| High | 24x7x365 | Within 1 hour | Every 2 hours |
| Urgent | 24x7x365 | Within 30 minutes | Every 1 hour |
1 Business Hours means 8:00 AM to 5:00 PM, Pacific Time, on Business Days.
2 Business Day means Monday through Friday, Pacific Time, excluding holidays observed by Pepperdata (see Pepperdata Holidays).
Pepperdata Holidays
Pepperdata Support observes the holidays listed in the table.
| Holiday | 2022 Date | 2023 Date |
|---|---|---|
| New Year’s Day (observed) | Monday, Jan. 3 | Monday, Jan. 2 |
| US Martin Luther King, Jr. Day | Monday, Jan. 17 | Monday, Jan. 16 |
| US President’s Day | Monday, Feb. 21 | Monday, Feb. 20 |
| US Memorial Day | Monday, May 30 | Monday, May 29 |
| US Independence Day | Monday, Jul. 4 | Tuesday, Jul. 4 |
| US Labor Day | Monday, Sept. 5 | Monday, Sept. 4 |
| US Thanksgiving Day | Thursday, Nov. 24 | Thursday, Nov. 23 |
| US Day After Thanksgiving | Friday, Nov. 25 | Friday, Nov. 24 |
| Christmas Eve (observed) | Friday, Dec. 23 | N/A |
| Christmas (observed) | Monday, Dec. 26 | Monday, Dec. 25 |
| Day after Christmas | N/A | Tuesday, Dec. 26 |
Open a Service Request
Create a new service request for each unique issue, problem, or question about using Pepperdata.
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Web. This is the preferred method for submitting tickets because you can provide details about the problem or question, include attachments, and accurately select the priority level.
To create a new service request: log in to support.pepperdata.com, click Submit a New Request, fill in the requested information, optionally add attachments, and click Submit.
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Email. If you cannot access the Pepperdata support website, you can send an email message to support@pepperdata.com.
Note: Tickets that are submitted through email are automatically assigned as priority level 3. If the issue is of higher priority, submit the support request through the web.
For both web and email support requests, be sure to include the following information:
| Subject | Brief phrase identifying the issue. |
| Description |
|
Check the Status of Your Service Request
You can check the status of service requests at pepperdata.zendesk.com/requests.
Close a Service Request
Service requests are closed by mutual agreement of achieved resolution or after no reply has been received from the customer for one week (five business days).