Welcome to Klocwork by Perforce. This handbook is your guide to getting help using Klocwork.
Klocwork’s Global Support Team is available to assist you with your support needs. Klocwork Support mission is to help you reach your goals. From answering questions that arise while using Klocwork Static Code Analysis, to troubleshooting, our support team will help you minimize your issues and maximize your Klocwork experience.
NOTE: Nothing in this document supersedes your current contract with Perforce.
Klocwork provides the same level of support for all our customers. Klocwork does not offer a premium level of support.
Klocwork offers support services via web form, 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.
Select Klocwork 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 Klocwork Support as soon as they have reviewed your case. In most cases, you will hear back from someone in thirty minutes.
Klocwork support engineers are available:
|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 reach out to [email protected] (monitored Monday to Friday around the world (9 AM IST to 5 PM EST) or your Customer Success Manager.
Once the escalation is received, one of our Klocwork Support Engineers will contact you via the phone number you provided to understand the reason for the escalation and the impact it is having on your team. Following the conversation, the Klocwork 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
Please follow the guidelines below:
1. Ensure to have an existing support case number.
2. Email [email protected] 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):
|Severity||Definition||Response Time||Resolution/Workaround Time *|
|Severity 1 Blocker||Software is not Operational and end users cannot access the Software, or the functionality is significantly decreased, or back up or other security of data can no longer be performed.||1 Hour||24 Hours|
|Severity 2 Critical||Software is Operational, (i) functional limitations or restrictions have materially impacted Licensee’s operations, (ii) non-essential functions were disabled in production, or (iii) essential non-production functions were disabled.||1 Hour||4 Days|
|Severity 3 Major||The Software is Operational with functional limitations or restrictions that are not critical to the overall operation of the Software or do not materially impact Licensee’s Perforce Software Support operations.||4 Hours||8 Days|
|Severity 4 Minor||Software is Operational with problems or errors that have minor impact on operation of the Software or on Licensee’s operations.||1 Business Day||24 Days|
The SLA’s are for workaround/restoring systems.
Klocwork software license will be provided by our licensing team. To reach them, use the following email address: [email protected]
Onboarding – Our Sales Agent and Customer Success Managers are available to help you choose the Onboarding package for Klocwork. They will review the different Onboarding packages we offer and help put together a plan for using Klocwork successfully to meet your goals.
Klocwork Professional Services – We have an evolving set of Onboarding packages 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 Klocwork is an online guide to using Klocwork. Whether you are doing manual or automated testing, the guide will walk you through the first steps of using Klocwork.
Klocwork Knowledgebase & Documentation – The documentation, as well as Knowledgebase Articles are your first stop for advanced problem solving and ‘how to’ questions. Checking Customer Portal for the documentation and KB before opening a new case may result in a faster resolution of your problems.
Klocwork Release Notes – New features and changes in functionality are announced in our release notes. Feel free to ask a support engineer about anything you read in the Release Notes.
The license file contains two default ports: 27000 (license server port) and 33133 (vendor daemon port). If these ports are already in use by another application or tool, you can edit the license file and change these ports. If you change the license port, you will also need to reset this port, after installation, for the license server using the following command:
kwservice --projects-root <full path to the projects-root> set-service-property license port <new port>\