What is Planned Event Assistance and how do I engage Support Delivery?

What is Planned Event Assistance and how do I engage Support Delivery?

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Created On 10/25/19 01:51 AM - Last Modified 05/31/23 22:26 PM


Question


What is Planned Event Assistance and how do I engage Support Delivery?

Answer


Planned Event Assistance (applies to Platinum customers) are events that are scheduled in advance and are not related to a troubleshooting event.
  1. To reserve Planned Event Assistance, open a support case with a 7-day lead time.
  2. To cancel a scheduled proactive event, please contact Support Delivery (by commenting in the open case) within 48 hours.

Planned Event Assistance includes:
  • Regular maintenance
  • Software upgrades
  • Configuration validation
  • Network changes
  • High-visibility business activity (e.g. Support assistance during critical Business events, not to exceed 4 hours)
Platinum customers are alloted 4 events per year, per account. Troubleshooting-driven events as a result of open support issues are outside of this limit.

The Platinum customer is responsible for coordinating with any 3rd-party vendors who need to participate in the event.
 
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