Support Engagement

Introduction

Effective support engagement ensures that you get the most out of your DBaasNow solution. This document provides an overview of the support services available, how to access them, and what to expect during your support interactions.


Support Services Overview

DBaasNow offers a range of support services to assist with any issues, questions, or concerns you may have. Our support is designed to help you resolve problems quickly and efficiently, ensuring minimal disruption to your operations.

Types of Support

  1. Technical Support: Assistance with troubleshooting, bug fixes, and technical issues related to DBaasNow products.
  2. Product Assistance: Help with understanding and utilizing product features, functionalities, and configurations.
  3. Licensing and Activation Support: Guidance on licensing issues, activation problems, and license renewals.
  4. Consulting Services: Expert advice on optimizing your DBaasNow setup and integrations to meet your business needs.


How to Engage Support

Contact Methods

  • Email Support: For non-urgent issues or inquiries, email us at support@dbaasnow.com. Provide detailed information about your issue, including any relevant logs or screenshots, to expedite the resolution process.
  • Phone Support: For urgent support needs, contact our support team at +1 (512) 387-5215. Ensure you have your license information and a description of the issue ready for a more efficient response.

Support Hours

  • Standard Support Hours: Monday to Saturday, 9 AM to 10.30 PM CST
  • Extended Support Hours: Follow the Gold, Silver and Bronze subscription tiers.
  • Emergency Support: Follow the Gold, Silver and Bronze subscription tiers.


What to Expect

Response Times

  • Initial Response: Our support team endeavors to provide an initial response to all requests within 24 business hours.
  • Resolution Time: The time required to resolve issues may vary depending on your Gold, Silver, or Bronze subscription tier. We will keep you informed of the progress and provide an estimated resolution timeframe throughout the support process.

Support Process

  1. Issue Reporting: Submit your support request through email, phone, or our support portal. Include all relevant details to help us understand and address your issue.
  2. Acknowledgment: Upon receiving your request, we will acknowledge it and provide a reference number for tracking.
  3. Investigation and Resolution: Our support team will investigate the issue, communicate with you as needed, and work towards a resolution.
  4. Follow-Up: After resolution, we may follow up to ensure that the issue is fully resolved and to gather feedback on your support experience.


Escalation Process

If your issue is not resolved to your satisfaction or if you need to escalate the matter:

  1. Contact Support Manager: Reach out to our Support Manager at [Insert contact information] for escalation.
  2. Provide Detailed Information: Share details of your original request and the current status to facilitate a swift escalation process.


Feedback and Improvement

We value your feedback and continuously strive to improve our support services. Please share your feedback via [Insert feedback method, e.g., post-support surveys, direct emails] to help us enhance our support offerings.


Contact Information

For any support-related queries, please use the following contact details:


Conclusion

Our goal is to provide exceptional support and ensure that your DBaasNow experience is seamless and productive. Engage with our support team whenever you need assistance, and rest assured that we are here to help you succeed.