Summary
This guide provides detailed information about the Netwrix Customer Support Program, including the support services offered, contact information, and best practices for engaging with support to ensure efficient issue resolution. It outlines the process for logging a support case, including the necessary information to provide, such as case severity, issue description, and contact details. The guide also describes the various support programs available, including Evaluation Support and Standard Support, along with their respective business hours and response times based on issue severity. Additionally, it explains the role of designated company representatives in managing support cases and emphasizes the importance of providing comprehensive information to facilitate quick diagnosis and resolution of issues. The document further details the support lifecycle, including the level of service provided based on the product's lifecycle phase, and the protocols for third-party support assistance.
