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TechnicalSupportoverviewforPartnersandCustomers
ObjectivesIntroductiontotheSupportteamsHowtocontacttheSupportCenterSupportCenterresponsibilitiesWhatistheServiceLevelAgreement(SLA)PriorityofCasesPortalAccessCaseHandlingandEscalation
EMEAAPACSupportGroup2014EMEAAPACSupportManager-YaronZorea2ndLevelTechnicalSupportTL–DavidVakninIsraelHilaGuyRoeiDuginOferKalefUKElliotWood(UK)DanielDocherty(UK)SingaporeNickyPolim(Singapore)3rdLevelTechnicalSupportBaruchKellerDiegoSucharczukImplementationExpertsLiatSchnitmanGuyLahavPSOperationsLironWissmanNetaAmir
SupportResponsibilities2ndLevelSupport:TechnicalProblemsSSPandSupportVaultassistanceSSPApprovalsCriticalImplementationissuesinoffbusinesshours3rdLevelSupport:Global3rdLevelSupporttobothTechnicalProblemsandImplementationissuesImplementationExperts:ImplementationIssues(UK,NorthEurope,SouthEuropeDACH,GreaterChina)PSOperationsDeliveryprocess:Supplythecustomers\partnersproductlicenses,productsoftware,MasterandOperatorKeysanddeliverycertificationsApproveandsigntemporarylicensescreatedbySEs
TheServiceLevelAgreement
SLA–TechnicalSupportTechnicalProblem?-TechnicalproblemcasesareunplannedandarearesultofausageofCyberArkproducts.AnyfailureofanoperationthatnormallyworksisconsideredaTechnicalProblem.Usuallyanerrormessageisreceivedindicatingtheoperationthatfailed.
Implementation?-Allquestionsandrequestsforassistanceinimplementinganewsystemorimplementingacomponentinanexistingsystemareoftype:Implementation.Implementationcasesareplannedactivities(installation,upgrades,modifyingconfigurations,etc.)orgeneralquestionsabouttheproduct,itscomponentanditsfeatures.
SLA–PrioritylegendCritical?-Adownsituation,wherebyacustomerisunabletodoproductionwork,andawork-aroundisnotavailable.Serious-Amajorfunctionis
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