Support
How to contact customer support:
| Online | Via the Sonian Support Portal
If you do not have a login to the Sonian Support Portal, please send a request to support@sonian.com or call. |
| Phone | 800-275-8794 |
| techsupport@sonian.com – To submit case with response within published SLA. support@sonian.com – General Inquiries Only |
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| After Hours | Online – see above |
Target Response and Resolution Time-frames by Severity Level Response time is defined as the length of time from when a case is opened to the time that an Sonian technical support engineer contacts the customer. Resolution time is defined as the period within which the problem is resolved or an acceptable work-around or alternate resolution plan has been delivered. Refer to the policies overview for more information regarding support case severity levels and response times.
Troubleshooting and Diagnostics
After a case has been opened, the next step is to begin troubleshooting or researching the specific request, gather as much diagnostic and logging information as possible, and provide resolution to the request. Sonian technical support engineers, when appropriate, will take the following steps upon initial customer contact:
- Review and verify system configuration
- Document initial symptoms and impacts
- Review relevant information (i.e. screen shots, etc.)
- Identify changes made to customer environment prior to manifestation of problem
Generally, cases are not closed until both the customer and the Sonian technical support group agree the incident may be closed. However, Sonian will close an incident if the customer has not provided a response to requests for information within 10 days, unless other arrangements have been made.
Problem Escalation Sonian technical support engineers follow the processes necessary to gather information in order to identify and resolve customer issues. They will consult the core necessary resources to resolve the issue and escalate when necessary. Customer Escalation At any time customers may escalate an issue through the Sonian sales group by contacting their account manager. Management Escalation If customers are not satisfied with their level of technical support, they are encouraged to bring this to the attention of technical support management by calling Sonian at: 800-275-8794 and asking to speak with the technical support director.