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GoldSeal Support for Sonus
Support Hours
The GoldSeal Service Desk provides 24x7 remote support for P1 and P2. It is staffed by experienced and dedicated technical professionals between 9:00 a.m. to 5:00 p.m. your local time in the continental U.S. After hours, our on call engineers respond to critical severity issues within one hour.
Level 1 and 2 Support
At GoldSeal, customer service specialists answer every call. Certified Sonus customer support engineers will identify and resolve your issue using trouble recreation, solution testing, analyzing logs and trace files. GoldSeal Support can help you with other types of product activities including:
- • Basic system set up
- • License installation
- • Configuration backup and restore
- • Routine maintenance
Level 3: Escalation
GoldSeal handles escalation to Sonus if necessary including assistance with DOA and Warranty parts replacement procedures. Escalation and parts replacement require an appropriate manufacturer’s contract.
Hardware Replacement
Premium level support provides 24x7 Return Material Authorizations (RMAs) for advance replacement of defective Field Replacement Unit (FRUs). Replacement requests received before 2:00 p.m. of the geographical point of failure will be processed on the same business day. Requests received after 2:00 p.m. will be processed the next business day. An appropriate manufacturer’s contract is required.
Online Tools
GoldSeal Support provides you access to our online customer portal ticketing system.
Through this ticketing system you can:
- • Open cases through our online customer portal*
- *For P1 and P2 issues, please follow-up directly with the GoldSeal personnel via a phone call.
- • Track tickets and escalations
- • Transfer files to and from our engineers
Software Updates
GoldSeal Service Desk can assist and mentor with the application of software updates and workarounds. Working with your staff, key update information will be provided along with the reasoning for best practices and validation testing. Software updates require an appropriate manufacturer’s contract.
Reporting
The GoldSeal Support package offers you the ability to run reports on your cases logged with the GoldSeal Service Desk Service Desk through the online customer portal. This provides vital analytical data to allow for comprehensive view of requests logged with and resolved by GoldSeal.
Training
GoldSeal provides Service Desk assistance and basic knowledge transfers.
Contact
| Offering | GoldSeal Standard | GoldSeal Enhanced | GoldSeal Premium | GoldSeal Software Only | GoldSeal BOH | GoldSeal Incident Pack |
|---|---|---|---|---|---|---|
| Office Hours Availability | 9 a.m. – 5 p.m. local time (Continental U.S.) 24x7 P1 and P2 |
9 a.m. – 5 p.m. local time (Continental U.S.) 24x7 P1 and P2 |
9 a.m. – 5 p.m. local time (Continental U.S.) 24x7 P1 and P2 |
9 a.m. – 5 p.m. local time (Continental U.S.) 24x7 P1 and P2 |
9 a.m. – 5 p.m. local time (Continental U.S.) 24x7 P1 and P2 afterhours will be charged at time an half |
9 a.m. – 5 p.m. local time (Continental U.S.) 24x7 P1 and P2 |
| Language | ENG | ENG | ENG | ENG | ENG | ENG |
| Documentation | Access to product documentation including: product manuals, technical guides, FAQs, software release notes | Access to product documentation including: product manuals, technical guides, FAQs, software release notes | Access to product documentation including: product manuals, technical guides, FAQs, software release notes | Access to product documentation including: product manuals, technical guides, FAQs, software release notes | Access to product documentation including: product manuals, technical guides, FAQs, software release notes | Access to product documentation including: product manuals, technical guides, FAQs, software release notes |
| Online Tools | Access to online support tools and case management | Access to online support tools and case management | Access to online support tools and case management | Access to online support tools and case management | Access to online support tools and case management | Access to online support tools and case management |
| Usage | N/A |
N/A |
N/A |
N/A |
BH: 30 min min, 15 min increments per call; OOH: 1 hr min, 30 min increments per call | One incident per issue |
| Updates | Patch releases only | All software releases | All software releases | All software releases | All software releases | All software releases |
Support Resources
| Offering | GoldSeal Standard | GoldSeal Enhanced | GoldSeal Premium | GoldSeal Software Only | GoldSeal BOH | GoldSeal Incident Pack |
|---|---|---|---|---|---|---|
| Service Desk Engineer | ||||||
| Designated Technical Support Engineer | Optional |
Optional |
Optional |
Optional |
Optional |
Optional |
| Dedicated Technical Support Engineer | Optional |
Optional |
Optional |
N/A |
N/A |
N/A |
| Shared Technical Account Manager | Optional |
Optional |
Optional |
N/A | N/A | N/A |
| Upgrade and Release Planning | Optional |
Optional |
Optional |
Optional |
N/A |
Reporting
| Offering | GoldSeal Standard | GoldSeal Enhanced | GoldSeal Premium | GoldSeal Software Only | GoldSeal BOH | GoldSeal Incident Pack |
|---|---|---|---|---|---|---|
| Customer-Generated Reports | ||||||
| Service Delivery Reporting, Quarterly | Optional |
Optional |
Optional |
Optional |
Optional |
Optional |
| Service Delivery Reporting, Quarterly Review, Remote | Optional |
Optional |
Optional |
Optional |
Optional |
Optional |
| Annual Health Check and Report | Optional |
Optional |
Optional |
N/A | N/A | N/A |
Access Method
| Offering | GoldSeal Standard | GoldSeal Enhanced | GoldSeal Premium | GoldSeal Software Only | GoldSeal BOH | GoldSeal Incident Pack |
|---|---|---|---|---|---|---|
| Online Portal Access | ||||||
| Portal Custom Branding | N/A | Optional |
Optional |
N/A | N/A | N/A |
Hardware Replacement
| Offering | GoldSeal Standard | GoldSeal Enhanced | GoldSeal Premium | GoldSeal Software Only | GoldSeal BOH | GoldSeal Incident Pack |
|---|---|---|---|---|---|---|
| Advanced Replacement Next Business Day Ship | N/A |
N/A |
N/A |
N/A |
N/A |
|
| 30-Day Return and Repair Hardware Replacement | N/A |
N/A |
N/A |
N/A |
||
| RMA Phone Support | N/A | N/A | N/A |
On-Site Resources
| Offering | GoldSeal Standard | GoldSeal Enhanced | GoldSeal Premium | GoldSeal Software Only | GoldSeal BOH | GoldSeal Incident Pack |
|---|---|---|---|---|---|---|
| On-site Technician for Replacement Part Install, Scheduled | Optional |
Optional |
Optional |
N/A |
Optional |
Optional |
| Smart Hands Dispatch | Optional |
Optional |
Optional |
N/A |
Optional |
Optional |
Training
| Offering | GoldSeal Standard | GoldSeal Enhanced | GoldSeal Premium | GoldSeal Software Only | GoldSeal BOH | GoldSeal Incident Pack |
|---|---|---|---|---|---|---|
| Customized Product Training | Optional |
Optional |
Optional |
Optional |
Optional |
N/A |
| Scheduled End-User Training (Audio & Video only) | Optional |
Optional |
Optional |
Optional |
Optional |
N/A |
Service Type
| Offering | GoldSeal Standard | GoldSeal Enhanced | GoldSeal Premium | GoldSeal Software Only | GoldSeal BOH | GoldSeal Incident Pack |
|---|---|---|---|---|---|---|
| Annual Support Agreement | N/A | N/A | ||||
| Prepaid Block of Time | N/A | N/A | N/A | N/A | N/A | |
| Pre-Purchased Incidents | N/A | N/A | N/A | N/A | N/A |
Support Elements
| Offering | GoldSeal Standard | GoldSeal Enhanced | GoldSeal Premium | GoldSeal Software Only | GoldSeal BOH | GoldSeal Incident Pack |
|---|---|---|---|---|---|---|
| Email Support - 1 Business Day | ||||||
| Tier I Support | ||||||
| Tier II Support | ||||||
| Tier III Support | 1 |
1 |
||||
| Tier IV Support | 1 |
1 |
||||
| Escalation Support, 8x5 | 1 |
1 |
||||
| Critical Incident Response / Active Intrusion / Attack | Optional |
Optional |
Optional |
Optional |
Optional |
Optional |
Additional Support Features
| Offering | GoldSeal Standard | GoldSeal Enhanced | GoldSeal Premium | GoldSeal Software Only | GoldSeal BOH | GoldSeal Incident Pack |
|---|---|---|---|---|---|---|
| On-Site Remote Access Appliance | Optional |
Optional |
Optional |
Optional |
Optional |
Optional |
| Assisted Remote Access |
Service Level
| Offering | GoldSeal Standard | GoldSeal Enhanced | GoldSeal Premium | GoldSeal Software Only | GoldSeal BOH | GoldSeal Incident Pack |
|---|---|---|---|---|---|---|
| Standard Service Level Objectives |
Additional Services
| Offering | GoldSeal Standard | GoldSeal Enhanced | GoldSeal Premium | GoldSeal Software Only | GoldSeal BOH | GoldSeal Incident Pack |
|---|---|---|---|---|---|---|
| Customized Product Training | Optional |
Optional |
Optional |
N/A | Optional |
Optional |
| Product Certification Training | Optional |
Optional |
Optional |
N/A | Optional |
Optional |
1 Requires an existing manufacturer maintenance contract and letter of agency