Difference between revisions of "Tranzman Support"

Revision as of 12:51, 7 August 2023

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 related 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 organization that has purchases the software, and that has a current software agreement in place.
The registered 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).

Contact Stone Ram Ltd

E-Mail: tzm_support@stoneram.com

Phone No: +44 333 555 8822

Sending Feedback

E-Mail: tzm_feedback@stoneram.com