Tranzman Support - Revision history

Lakshmi: /* Collecting Support Files */

2023-09-04T07:58:29Z

‎Collecting Support Files

Lakshmi: /* Post Migration Support Period */

2023-09-04T07:56:37Z

‎Post Migration Support Period

Lakshmi: /* Larger Support Files */

2023-09-04T07:55:03Z

‎Larger Support Files

Lakshmi: /* Larger Support Files */

2023-09-04T07:54:48Z

‎Larger Support Files

Lakshmi: /* Larger Support Files */

2023-09-04T07:53:51Z

‎Larger Support Files

Lakshmi at 12:51, 7 August 2023

2023-08-07T12:51:17Z

Lakshmi at 12:50, 7 August 2023

2023-08-07T12:50:42Z

Lakshmi: Created page with "===Post Migration Support Period=== Stone Ram provides a stipulated 7 days of support post Migration (calendar days post switchover). Registered contacts can reach S..."

2023-08-07T12:47:49Z

Created page with "===Post Migration Support Period=== Stone Ram provides a stipulated 7 days of support post Migration (calendar days post switchover). Registered contacts can reach S..."

New page
===Post Migration Support Period===
Stone Ram provides a stipulated 7 days of support post Migration (calendar days post switchover).
Registered contacts can reach Stone Ram for assistance during this period.
Consultant can call on Stone Ram Support to assist with any Catalog issues which are realted to the migration activity, or any issues relating to the Tranzman.
Stone Ram will only be able to provide support to the registered contact from the organisation that has purchases the software, and that has a current software agreement in place. The named contact needs to remain the primary contact for Stone Ram during the support period.

===Stone Ram SLA===
* Tranzman support follows a standard support of 9 am to 5 pm GMT(EMEA)/EST(Americas) on all weekdays, except UK national holidays.
* tzm_support@stoneram.com is to be used for all queries and first level of escalation
* All emails will be acknowledged within 1 Hour, automated email acknowledgement system is used to reply with a confirmation and assigned to an engineer.
* P1 cases has an expected resolution / workaround of less than 2 hours.
* P2 cases has an expected resolution of 48 hours
* P3 will be resolved in the next Patch Update / Tranzman Release.
* Terms of the support would have been provided with the SOFTWARE AGREEMENT, only registered contacts from the organization has access to raise P1 and P2 support tickets.
* Support is only provided where there is a support agreement in place, part of that agreement requires that SCHEDULE 1 is completed. This SCHEDULE will trigger a purchase requisition, and needs to be submitted by an individual authorized to make such a requisition.

===Collecting Support Files===
We suggest to email tzm_support with all possible logs and valid screenshot of errors if possible for easier troubleshooting and faster resolution
All issues can be found under Views->Alerts section and detailed information can be found by clicking on the Task number.

ERROR and WARN will be highlighted in red or amber respectively.
By clicking the download button, Tranzman will download all necessary logs. The required logs vary based on the issues identified, stage and category of issue
ERROR /CRITICAL messages will need to be resolved.
WARN messages need to be checked, but are likely due to selections that were made, and may be ignorable.

===Larger Support Files===
Larger files that cannot be sent over email, can be uploaded to the StoneRam fileshare below.
https://fileshare.stoneram.com/
An user id and password is required. In case for a userid / password issues, email to tzm_support@stoneram.com.
When uploading support files please create a folder with the TICKET id for easy understanding.

===Software Releases and Patch support===
OVA and ISO images are planned to be released every 6 months (January and July ).
OVA and ISO builds will include the all patches at the time of release.
Patch DEPOTS are released 1 to 2 times a month (depending on issues being resolved) and includes,
* security fixes
* Bug fixes
* New Features and Functionality
Patch DEPOTS can be applied to any ISO/OVA build to upgrade to up-to-date.
If a new ISO /OVA changes the release level (currently 3.0), Stone Ram will provide assistance to upgrade to the latest release (this is applicable to Cross Vendor and Recovery Without Vendor Subscriptions).

===Details for contacting Stone Ram Ltd===

E-Mail: tzm_support@stoneram.com

Phone No: +44 333 555 8822

===Feedback can be sent to===

E-Mail: tzm_feedback@stoneram.com

@@ Line 1: / Line 1: @@
 ===Post Migration Support Period===
-<b>Stone Ram</b> provides a stipulated 7 days of support post Migration (calendar days post switchover). Registered contacts can reach <b>Stone Ram</b> for assistance during this period. <br>
+<b>Stone Ram</b> provides a stipulated 7 days of support post Migration (calendar days post switchover). <br>
 Consultant can call on <b>Stone Ram</b> Support to assist with any Catalog issues which are related to the migration activity, or any issues relating to the Tranzman.<br>
 <b>Stone Ram</b> will only be able to provide support to the registered contact from the organization that has purchases the software, and that has a current software agreement in place. <br>
 The registered contact needs to remain the primary contact for <b>Stone Ram</b> during the support period.
 ===Stone Ram SLA===

@@ Line 34: / Line 34: @@
 [https://fileshare.stoneram.com/ StoneRam Fileshare] an user id and password are required. <br>
-Email [mailto:tzm_support@stoneram.com email support] for any Fileshare logins related issue. <br>
+Email [mailto:tzm_support@stoneram.com support] for any Fileshare logins related issue. <br>
 While uploading support files make sure to create a folder with the TICKET id for easy understanding.

@@ Line 34: / Line 34: @@
 [https://fileshare.stoneram.com/ StoneRam Fileshare] an user id and password are required. <br>
-Email [tzm_support@stoneram.com email support] for any Fileshare logins related issue. <br>
+Email [mailto:tzm_support@stoneram.com email support] for any Fileshare logins related issue. <br>
 While uploading support files make sure to create a folder with the TICKET id for easy understanding.

@@ Line 1: / Line 1: @@
 ===Post Migration Support Period===
-<b>Stone Ram</b> provides a stipulated 7 days of support post Migration (calendar days post switchover).
+<b>Stone Ram</b> provides a stipulated 7 days of support post Migration (calendar days post switchover). Registered contacts can reach <b>Stone Ram</b> for assistance during this period. <br>
-Registered contacts can reach <b>Stone Ram</b> for assistance during this period.
+Consultant can call on <b>Stone Ram</b> Support to assist with any Catalog issues which are related to the migration activity, or any issues relating to the Tranzman.<br>
-Consultant can call on <b>Stone Ram</b> Support to assist with any Catalog issues which are realted to the migration activity, or any issues relating to the Tranzman.
+<b>Stone Ram</b> will only be able to provide support to the registered contact from the organization that has purchases the software, and that has a current software agreement in place. <br>
-<b>Stone Ram</b> will only be able to provide support to the registered contact from the organisation that has purchases the software, and that has a current software agreement in place.  The named contact needs to remain the primary contact for <b>Stone Ram</b> during the support period.
+The registered contact needs to remain the primary contact for <b>Stone Ram</b> during the support period.

@@ Line 21: / Line 21: @@
 ===Collecting Support Files===
-We suggest to email tzm_support with all possible logs and valid screenshot of errors if possible for easier troubleshooting and faster resolution
+We suggest to email [mailto:tzm_support@stoneram.com TZM support] with all possible logs and valid screenshot of errors for faster resolution <br>
 All issues can be found under <b>Views</b>-><b>Alerts</b> section and detailed information can be found by clicking on the Task number.
-ERROR and WARN will be highlighted in red or amber respectively.
+ERROR and WARN will be highlighted in red or amber respectively. <br>
-By clicking the download button, Tranzman will download all necessary logs. The required logs vary based on the issues identified, stage and category of issue
+By clicking the download button, Tranzman will download all necessary logs. <br>
-ERROR /CRITICAL messages will need to be resolved.
+The required logs vary based on the issues identified, stage and category of issue. <br>
 WARN messages need to be checked, but are likely due to selections that were made, and may be ignorable.
 ===Larger Support Files===

@@ Line 31: / Line 31: @@
 ===Larger Support Files===
-Larger files that cannot be sent over email, can be uploaded to the StoneRam fileshare below.
+Larger files that cannot be sent over email, can be uploaded to the StoneRam fileshare below.<br>
-https://fileshare.stoneram.com/
+[https://fileshare.stoneram.com/ StoneRam Fileshare] an user id and password are required. <br>
 ===Software Releases and Patch support===

@@ Line 49: / Line 49: @@
-===Details for contacting Stone Ram Ltd===
+===Contact Stone Ram Ltd===
 E-Mail:   tzm_support@stoneram.com
@@ Line 55: / Line 55: @@
 Phone No: +44 333 555 8822
-===Feedback can be sent to===
+===Sending Feedback===
 E-Mail:   tzm_feedback@stoneram.com