Premium Care customers receive priority routing of phone calls and Cases with 24×7 support for critical issues. Severity 1 and 2 will page a technician that will respond to you within the specific response time.
Webtrends Premium Care provides you with responsive, high quality assistance when using our products and solutions. Please see below for instructions on how to obtain technical support and for descriptions of our support features, processes, and procedures.
Scope of Premium Care Support
Technical Support is intended to assist Webtrends clients in troubleshooting and resolving specific issues resulting from use of Webtrends products on supported platforms. Issues arising from a need for training, implementation services, and customization (scripting) may be referred to our Professional Services organizations to contract for the services appropriate to the need.
The following is an outline of the types of services that are typically supported:
- Help upgrading license for new features and bug fixes
- Guidance in the setup of data sources, including fine-tuning options
- Help in understanding specific features in the Webtrends application
- Help creating basic profiles
- Clarification of material covered in Help files
- Clarification of apparent discrepancies in data displayed in reports
- Addressing apparent bugs in the application
- Requests for features
The following items are not generally supported:
- Operating systems and third-party applications
- Customizations to the Webtrends software made by the customer
Client Support Contacts
It is the client’s responsibility to keep contact information for all Support Contacts up to date. Webtrends cannot accept responsibility for a failure to respond to a new support case in a timely fashion if the contact information provided by the customer to Webtrends for the Support Contact is inaccurate.
Webtrends also requests that each customer identify a Support Contact Administrator, so that we may contact that individual in the event that one of the other Named Support Contacts becomes unavailable after opening a case. When receiving support requests from new Support Contacts, Webtrends may redirect those support requests to the Support Contact Administrator for the organization.
Documentation, knowledge base, and other resources are available at https://www.webtrends.com/support.
Webtrends customers with a current support maintenance plan, partners and resellers can use the support portal to log new cases and check on the status of existing cases. Clients may request access to the Support Portal by contacting technical support at firstname.lastname@example.org.
Telephone Support is available to customers with a current support plan or in the product’s trial evaluation period. Webtrends offers 24×7 pager support for high severity issues to customers with a Premium Care plan.
For non-urgent technical support assistance, please use the Support Portal