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TechnicalSupportObjectivesIntroductiontotheSupportTeamandImplementationExpertsHowtocontacttheSupportCenterSupportCenterresponsibilitiesWhatistheServiceLevelAgreement(SLA)PriorityofCasesPortalAccessCaseHandlingandEscalationKnowledgeSharingandSolutionsTeamMembers2ndLevelSupportDavidVakninHilaGuyBaruchKellerRoeiDugin3rdLevelSupportOshriParyantiImplementationExpertsYaronZoreaLiatSchnitmanGuyLahavTechnicalSupportTechnicalSupportinEMEA-APACisprovidedbytheIsraelibranchCyber-ArkSupport:SelfServicePortalSupportEmail:Phone:+972-3-9180011|Responsibilities2ndLevelSupport:TechnicalProblemsSSPandSupportVaultassistance
SSPApprovalsCriticalImplementationissuesinoffbusinesshours3rdLevelSupport:3rdLevelSupporttobothTechnicalProblemsandImplementationissuesImplementationExperts:ImplementationIssues(EuropeNorth,DACH)TheServiceLevelAgreementSLA–TechnicalSupportUnlimitedtelephoneandWebsupportfortwo(2)registeredcontactsduringregularbusinesshours.BusinessDay–anydayotherthanFriday,Saturday,ornationalholidaysintheStateofIsrael.BusinessHours–09:00–18:00(GMT+02:00).SLA–TechnicalSupportTechnicalProblem
-TechnicalproblemcasesareunplannedandarearesultofausageofCyberArkproducts.AnyfailureofanoperationthatnormallyworksisconsideredaTechnicalProblem.Usuallyanerrormessageisreceivedindicatingtheoperationthatfailed.
Implementation
-Allquestionsandrequestsforassistanceinimplementinganewsystemorimplementingacomponentinanexistingsystemareoftype:Implementation.Implementationcasesareplannedactivities(installation,upgrades,modifyingconfigurations,etc.)orgeneralquestionsabouttheproduct,itscomponentanditsfeatures.SLA–PrioritylegendCritical
-Adownsituation,wherebyacustomerisunabletodoproductionwork,andawork-aroundisnotavailable.Serious-Amajorfunctionisunusableandnowork-aroundisavailable,butthecustomerisable
todosomeproductionwork.Moderate-Thereisalossoffunctionorresourcethatdoesnotseriouslyaffectthecustomer'soperationsorschedules.Minor-AllotherproblemswithCompanyproductsotherthanthosefallingwithinthecategoriesabove.SLA–ResponseTimeandResolutionProcedureCallSeverityInitialResponseActionPatch/WorkAroundCriticalEvent2HoursWorkContinuouslyuntilproblemisfixedAsRequiredSeriousEvent4BusinessHoursWorkThroughNormalBusinessDayAsRequiredModerateEvent6BusinessHoursReasonable–AsResourcesAreAvailableNoneMinorEvent12BusinessHoursReasonable-AsResourcesAreAvailableNoneSalesForce
SelfServicePortal
CustomerPortalSelfServicePortalAbilitytosearchknowledgebaseforsolutionsAbilitytoopenandmonitortechnicalproblemandimplementationcases2SSPsperCustomerContactmustbeacertifiedCyberArkEngineerForpartnersorcustomerswithdirectsupportonlySelfServicePortalCustomerPortalAbilitytosearchknowledgebaseforsolutionsonlyNocertificationrequiredDirectsupportnotrequired1percustomerwithnodirectsupportOpeningacaseforaccesstoportalMakesurethatrequirementsperaccesstypearemetCreatecontactbeforehandOpenanewcaseonthecontactitself,clearlystateaccesstype(SSPorCP)anduncheck‘VisibleinSelf-ServicePortal’AssigncasetoEMEAAPACQueueCaseHandlingandEscalationWhenEncounteringanIssueUnderstandtheissue,whatthecustomertriestoachieveandwhetheritissomethingthatworkedinthepastornotLocatethecomponentsrelatedtotheproblem(Vault,DR,PAReplicate,CPM,PVWA,PSM,OS)Collectandreviewtherelevantlogfiles(componentlogfiles,eventviewer)TryandidentifyanerrormessageReviewknowledgebasesolutionsReviewexistingcasesTroubleshootandisolatetheproblemCheckconfigurationorconfigurationchangesReviewdocumentationIncreaselogsdebuglevelTrytoreproducetheissueinlabConsultavailablecolleaguesWhenEscalatingFurtherSharetheexactdetailsoftheissueandeventsleadingtoitSummarizeandshareyourexperienceandfindingswhenhandlingtheproblemCollectdebugandtracelogfilescoveringthetimeoftheissueCollectOSorotherrelatedlogfiles(Eventviewerlogs,sniffers)CollectcomponentconfigurationfilesUploaddatatoiNet,safe‘HelpdeskFTP’under‘Root\<CustomerName>\<CaseNumber>\<Date>\’andstateincaseitsexactlocationShareAssistothersintechnicalshoutoutMakesurethatallcorrespondenceisdocumentedinthecaseDetailactionsdonetoresolveanissueinthecaseAddandupdateSolutionsWritingaNewSolutionIntitlewriteerr
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