The Seal Customer Support team is there for you when you need Seal Technical Support, providing customers with a choice of support offerings. An introductory support session is available to all customers upon request. The introduction normally consists of a session with a member of the Seal Customer Support team to familiarize customers with Seal’s Technical Support, including an overview of the support portal and tips for how best to work with us.
Registering with Seal Support
Visit the Seal Support Page to register.
Customer Support Contact
The Customer Support Contact serves as the first-level of support for organizations requiring assistance and, if necessary, they will contact Seal Software Technical Support Services in case of a technical problem. Unless otherwise stated in your contract with Seal, four (4) support contacts can be designated within your organization. Registering your organization’s Seal support contacts as soon as an active maintenance contract is in place, and before you require support services, is highly recommended. Doing so allows you to:
- Avoid any delays when Seal Technical Support is needed
- Receive notifications (e.g., Notification of availability of significant releases)
What to do Prior to Logging a Service Request
- Verify that you have been registered as a customer support contact.
- Ensure you have a supported system configuration. All nodes in a cluster must be under an active maintenance contract for the features being used.
- Document all pertinent information relating to your deployment (e.g., product name and version, operating system, hardware specifications, etc.).
- Prepare a clear description of the problem, including relevant error messages, circumstances under which the problem occurred, and events and actions leading up to the problem.
- If possible, prepare a reproducible test case.
Seal Customer Support utilizes a four-tiered severity-ranking scheme that provides customers with a business-objective impact indicator. Severity levels include:
S1 (Critical): Critical Business Impact – All Productive Activity Stopped
A customer is unable to use Seal products or reasonably continue work using the product in a production environment.
S2 (High): Major Business Impact - Major Feature Failure or Performance Degradation
Essential Seal product components are not working properly while other areas of the product are not impacted. The behavior has created a significant negative impact on the customer’s productivity or service level. Also includes installation errors.
S3 (Normal): Minor Business Impact - Minor Feature Failure
- Seal product components are not working properly, however, an alternative solution is available.
- A non-essential Seal product feature is unavailable with no alternative solution.
- Seal product behavior yields minimal loss of operational functionality or implementation resources.
S4 (Low): Minimal Business Impact – General Questions
- Seal Product Information Request
- Seal Product Enhancement
- Seal Product Documentation Clarification
Service Level Objectives (SLO)
Seal recognizes that our customer's time is valuable. Accordingly, Seal's Customer Support processes and systems are highly communicative in order to set realistic customer expectations and to enable customer resource planning. Seal SLOs are not a contractual commitment but rather a set of goals that Seal's Customer Support team strives to meet or exceed through a high-caliber process, technology, and people. The SLOs assume Seal Customer Support has been given all the necessary customer-supplied information to resolve the issue.
These SLOs include:
- Resolution of product behavior issues and questions for Seal products running in Seal-certified con
- Resolution of questions about system administration, configuration, maintenance, feature, and functions.
- Escalation to Seal Solutions Development Group for custom product issues.
Refer to the following table for response times.
Note: The time measures below do not include or account for time waiting for further information from the customer or other delays outside of Seal’s control. Time periods refer to operating hours from when the case is received or to business days.
Service Level Objective (SLO) Definition
Initial response refers to the initial email or phone contact made by a Customer Support Engineer to gather additional information about a case, collect diagnostics, suggest workarounds, obtain reproduction data and/ or gather configuration information.
Update frequency is the frequency with which Seal Customer Support provides case status to customers. Periodicity may be extended by agreement between the customer and Seal Customer Support.