Welcome to Helix QAC by Perforce. This handbook is your guide to getting help using Helix QAC.
Helix QAC’s Global Support Team is available to assist you with your support needs. From answering questions about our product to assisting with troubleshooting, Helix QAC Support is there to help you get the most from your Helix QAC experience.
Helix QAC Support mission is to help you reach your goals. From answering questions that arise while using Helix QAC Static Code Analysis Tool, to troubleshooting, our support team will help you minimize your downtime and maximize your Helix QAC experience.
NOTE: Nothing in this document supersedes your current contract with Perforce.
Helix QAC provides the same level of support to all our customers.
Helix QAC offers support services via webform, community portal and telephone. We recommend using the webform and community portal since those provide us with the most background information that we will use to quickly handle your case.
Web Form
The web form is the main channel to use when opening support tickets if you do not have a Community Portal account. Select Helix QAC as the ‘Product Brand’ and fill in the relevant information in the fields provided and submit your case. You will immediately receive an email letting you know your request has reached our systems. You will hear back from Helix QAC Support as soon as they have reviewed your case. In most cases, you will hear back from someone in thirty minutes.
Perforce Community Portal
The Community Portal is the best method to use for opening and tracking your support tickets. Please review the Community Portal FAQ for complete details.
Helix QAC support engineers are available:
| Location | Hours | Contact Details |
|---|---|---|
| North America | Monday – Friday 8 AM to 5 PM (EST), except for the following holidays in United States (New Year’s Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving and Christmas | +1 (612) 517 2100 Option 2 |
| Europe | Monday – Friday 8 AM to 5:30 PM (British Time), except for the following holidays in United Kingdom (New Year’s Day, Good Friday, Easter Monday, Early May Bank Holiday, Spring Bank Holiday, Summer Bank Holiday, Christmas Day, and Boxing Day) | +44 (0) 1189 771020 |
| India | Monday – Friday 9 AM to 5:30 PM (Indian Standard Time), except for the following holidays in India (New Year’s Day, Sankranti, Republic Day, Maha Shivarathri, Good Friday, Chandramana Ugadi, Ganes Chaturthi, Ayudha Pooja/Dussera, Kannada Rajyothsava and Deepavali) | +91 (1800) 0403605 |
If you are concerned about how your case is being handled or need to expedite a critical issue, you are encouraged to escalate your case with support (monitored Monday to Friday around the world (9 AM IST to 5 PM EST).
Once the escalation is received, one of our Helix QAC Support Engineers will reach out to understand the reason for the escalation and the impact it is having on your team. Helix QAC Support Engineer will put together a plan of action to address the escalation as well as send periodic updates until the resolution is confirmed.
How to escalate
To escalate a case, please follow the guidelines below:
1. Ensure to have an existing support case number.
2. Email [email protected] (Monitored during working hours), please refrain from adding additional contacts to the email.
3. Use the following bullets as a template for your email:
- Email Subject: Escalated Case #
- Escalated case number:
- Customer name:
- Customer phone number:
- Reason for the escalation:
You may also add the following information if possible and/or needed:
- Customer time-zone (optional):
- Impact the issue is having on your team (optional):
- Additional information and/or comment (optional):
The Community Portal is the best method to use for opening, viewing, and tracking your support tickets. Please see Community Portal FAQ for details.
| Severity | Definition | Response Time | Resolution/Workaround Time * |
|---|---|---|---|
| Severity 1 Blocker | Causes downtime of significant functionality or significantly affects the major portion of the system’s capacity. | 1 Hour | 24 Hours |
| Severity 2 Critical | Effects non-critical functionality or causes downtime of a non-critical part of the system capacity | 1 Hour | 4 Days |
| Severity 3 Major | Minor problem that does not impact the service | 4 Hour | 8 Days |
| Severity 4 Minor | Minor problem that does not impact the service | 1 Business Day | 24 Days |
The SLA’s are for workaround/restoring systems.
* Updates, Response and Resolution Times shall be during Perforce’s Operation hours which are provided above.
Perforce will make each Release of the Software published during the term of Licensee’s Software Schedule available to Licensee for download on an ftp site provided to Licensee, or other location as agreed upon in writing by the Parties. All such downloads must be initiated by Licensee. Perforce will provide Releases that implement corrections, and Perforce will provide reasonable assistance to Licensee in applying the Release in a way that can avoid diagnosed errors, malfunctions, and defects.
Onboarding – Our Sales Agent and Customer Success Managers are available to help you choose the Onboard package for Helix QAC. They will review the different Onboarding packages we offer and help put together a plan for using QAC successfully to meet your goals.
Helix QAC Professional Services – We have an evolving set of classes that are taught by our Professional Services team. Contact your CSM (Customer Success Manager) or Sales to explore the options that work best for you.
Getting started with Helix QAC is an online guide to using Helix QAC. Whether you are doing manual or automated testing, the guide will walk you through the first steps of using Helix QAC.