Welcome to Perforce Delphix. This handbook is your guide to getting help for Perforce Delphix products.
Perforce Delphix Support’s mission is to help you reach your goals. From answering questions that arise while using Perforce Delphix products, to troubleshooting, our support team will help you minimize your downtime and maximize your Perforce Delphix experience.
NOTE: Nothing in this document supersedes your current contract with Perforce.
Delphix provides three (3) support services plans for customers who have purchased Software licenses.
- Standard Support Services (provided with Software license(s)): Standard support provides up to 12x5 support for non-critical Delphix environments that require support during normal local business hours, excluding regional holidays.
- Platinum Support Services (optional service at cost): Platinum support provides 24x7x365 support for business critical Delphix environments that require immediate and around the clock support for high-severity issues.
- PlatinumPlus Support Services (optional service at cost): PlatinumPlus Support includes Platinum Support Services for business critical Delphix environments that require immediate and around the clock support, and provides priority access and executive visibility across Delphix per the plan’s features.
| Plan Features | Standard Support | Platinum Support | PlatinumPlus Support |
|---|---|---|---|
| New product updates and patches | X | X | X |
| Access to knowledge and community resources, technology tips, training videos | X | X | X |
| Delphix guided software updates/upgrades | X | X | |
| 24x7 web/email support | X | X | |
| Live call transfer – direct access to technical experts | X | ||
| Monthly customized service reports | X | ||
Enhanced technical support process & procedures:
| X | ||
eLearning subscription for term of contract
| 6 | 12 |
To ensure that our customers have the best support we can deliver, we only allow registered individual support users to interact with our support team.
For security reasons, team or group alias accounts cannot be established.
If you don’t have Support credentials, please fill out and submit the form on the Support Portal Login Request page to let us know you need help.
If you need to reset your password, you can change it on the Password Reset page.
Our user policy is to provide access only to cases you create yourself, unless we have approval from a specified Support Approver at your organization. An organization can have more than one Support Approver.
All user account management is at the direction of the Support Approver contact and performed by the Delphix Support team. There is currently no self-service option and all configurations must be requested through a support ticket, preferably using the Support Portal Login Request page. The number of support accounts is based on the customer's licensing agreement. For more information on number of accounts please refer to our general Delphix Support Policies.
Delphix offers support services via Community Portal and telephone.
Community Portal
The Perforce Community Portal is the best method to use for opening and tracking your support tickets. Once logged in to the Community Portal, use the Log a case form. Select Delphix 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 been received. You will hear back from Delphix Technical Support as soon as they have reviewed your case.
Telephone
Delphix Support representatives are available 24x7 at:
- 1-888-827-4720 Toll Free (U.S.A. and Canada)
- +1 650-681-3905 (International)
- +44 1277 420169 (UK)
Delphix Support provides global support, with Support Engineers on duty 24x7x365.
For Standard Support customers, hours of availability are:
| Location | Standard Support Hours |
|---|---|
| North America (NORAM) | Monday – Friday 6 AM to 6 PM (Pacific Time) U.S. Federal and California holidays excluded |
| South America, Caribbean (LATAM) | Monday – Friday 6 AM to 6 PM (Brasilia Time) Brazil holidays excluded |
| Europe, Middle East, Africa (EMEA) | Monday – Friday 6 AM to 6 PM (British Time) UK regional holidays excluded |
| Asia, Pacific Rim, Japan (APJ) | Monday – Friday 6 AM to 6 PM (Singapore Time) APJ regional holidays excluded |
Delphix support engineers are on duty 24x7x365, for Platinum and PlatinumPlus customers. Use any of the Support Contact Methods listed above.
If you are concerned about how your case is being handled or need to expedite a blocking issue, please ask your Support Engineer to escalate the case, or contact your Customer Success Manager.
You may review all your open cases on the Perforce Community Portal. You can access the Customer Portal Case Dashboard by clicking on My Cases in the upper right corner of the page. You may also use this customer support portal to open new cases or communicate with the Delphix Support Team.
Contacts will be prompted to note the severity of the issue when initiating a support case. Delphix Support will respond as quickly as is commercially reasonable to all cases regardless of severity level, but will generally follow the response time targets outlined below.
Case Severities and Target Initial Response Times
| Severity | Description | Standard Support | Platinum Support | PlatinumPlus Support |
|---|---|---|---|---|
| 1 – Blocker | Complete loss of service (e.g., Delphix Engine is unavailable, all virtual databases (VDBs) are down) | < 6 hours | < 2 hours | < 30 minutes |
| 2 – Critical | Major loss of service (e.g., major performance degradation, isolated VDBs unavailable) | < 24 hours | < 6 hours | < 1 hour |
| 3 – Major | Minor loss of service | < 72 hours | < 24 hours | < 4 hours |
| 4 – Minor | No loss of service | < 72 hours | < 48 hours | < 8 hours |
Delphix product downloads are available from download.delphix.com, using the same credentials you use to access the Perforce Community Portal, as well as in some cloud vendor marketplaces.
Once you have installed your Delphix software, we encourage you to register at https://register.delphix.com. Registration is necessary for Support to assist you.
Best practice is to either enable the phone home feature, or to manually upload a support bundle to https://upload.delphix.com at least quarterly.
Please see our Software product line policies for the currently supported versions.
From our Perforce Community Portal, you can access our Knowledge Base and Community Groups. We also have all our documentation available online.
To get help with questions that are outside of support’s domain, such as custom code, third-party modules, and implementation ideas, you can contact our Professional Services team or join our Community Groups. We also have a robust partner network who can help with a variety of services and solutions.
Sometimes your problem will be traced to issues with software or systems that are not under the control of Delphix. The support team will guide you as far as they can and recommend you contact whoever manages that non-Delphix system.
Perforce offers three different mechanisms for sharing files with support. You can either:
- Use https://upload.delphix.com to provide files (we strongly encourage you to use the support case number as an identifier when doing this)
- Request credentials for an MFT (Managed File Transfer) location
- Attach files directly to your support case in the Perforce Community Portal