Home > Support Docs >
Supported Coverage
Technical Support Overview
TopQuadrant offers three different tiers of technical support, Basic, Premium and Platinum, to accommodate customers from small businesses to large Fortune 500 enterprises across basic to advance use cases and needs. Assistance is available through the Jira Support Portal where our Technical Support team can help in diagnosing, troubleshooting, and resolving issues with TopBraid EDG.
Support Tiers & Pricing
| Basic | Premium | Platinum | |
|---|---|---|---|
|
Accessibility and Features |
Web-based portal and email
|
Same as basic |
Basic, plus: - Dedicated customer Slack channel - Assigned Customer Success Manager - Access to 8 Semantic Service Sessions (90 mins/each) per annual term
|
|
Intended Customers |
SMBs, Academic Institutions |
Mid-Market, Enterprise |
Enterprise, Large Government Agencies |
|
Ticket Response Time SLAs |
Response based SLAs, with lowest severity tickets receiving a response within 48 business hours |
Higher level SLAs than basic, with lowest severity tickets receiving a response within 24 business hours |
High priority ticket response times, with lowest severity tickets receiving a response within 8 hours
|
|
Coverage |
Issues related to the general use, installation and maintenance of the application, such as: - Basic installation (On-premise) or SSO integration (SaaS) - New product version releases - Diagnosis and resolution of product defects - licensing issues - general assistance with migration procedures as described in the release notes for product upgrades - general “how to” questions |
Basic, plus: Assistance with questions and tasks beyond the basic use and maintenance of the application such as: - Diagnosis and resolution of customer infrastructure and environmental errors - analysis and advice on system and network design, performance or errors |
Premium, plus: Assistance with issues relating to customer data such as: - “How to” questions that require analysis of customer data - Walkthroughs and debugging of customer specific data import issues |
|
Support Portal Accounts |
Up to 2 accounts |
Up to 5 accounts |
Up to 10 accounts |
|
Pricing |
Free |
20% of Annual Subscription or $15,000, whichever is greater |
25% of Annual Subscription |
Ticket Severity Levels and Response Times
TopQuadrant Support identifies, prioritizes, and responds to tickets based on the severity of the ticket and the support tier of the reporting customer. Response time is tracked during the standard support hours of 9 AM to 6 PM Eastern (UTC – 5), Monday through Friday, except major holidays. Following initial analysis of the issue, every support request is evaluated according to the class of error, processing time, and error correction.
| Severity Level | Definition | Basic Response Times | Premium Response Times | Platinum Response Times |
|---|---|---|---|---|
|
1. |
Software is not operational or Customer experiences a complete loss of service; work cannot reasonably continue; the operation is mission critical to the Customer’s business and the situation is an emergency; no work around exists, or work around exists, but is unacceptable due to impact on Customer’s business. A Severity 1 incident has one or more of the following characteristics: |
4 hours |
2 hours |
1 hour |
|
2. |
Software is operational, but functionality is seriously affected; a severe loss of service; no acceptable workaround is available; however, operation can continue in a restricted fashion, but loss in functionality can only be sustained by Customer for a few working days.
|
8 hours |
4 hours |
2 hours |
|
3. |
Software is operational, but a portion is not operating as documented or warranted; a minor loss of service with minor business impact and/or an acceptable temporary work around exists; or Customer has a time-sensitive question on the operation of the Software that is not answered in the documentation for the Software. |
24 hours |
12 hours |
4 hours |
|
4. |
Customer has a non-urgent issue or problem; Software is operating substantially in accordance with specifications. |
48 hours |
24 hours |
8 hours |
Support Portal and Ticket Overview
The Support Portal is available at http://servicedesk.topquadrant.com/ and while access is controlled by TopQuadrant, the accounts are self-managed after creation. To create an account, support needs the email address(s) of the user(s). The number of accounts available is determined by the purchased plan. After the accounts are created, users can update their display name, reset passwords, and view previously created tickets without the need for assistance from support personnel. Interaction with support agents takes place through these tickets. Tickets should be scoped to individual issues and the issue should be explained – and relevant files, logs and reproducible steps should be included – so that assistance may be expedited.
When tickets are created, the opening party will receive a confirmation email. Updates by the support team will be added to this email thread, and responses to the thread will be added to the ticket. If responding to these automatic emailsPlease follow the instructions regarding responses to the automatic emails and if possible disable any additional signatures or messages in responses to help prevent clutter on the ticket. Please note that any responses to the thread by personnel that don’t have support portal accounts will not be added to the ticket.
Ticket lifecycle and Status Explanations
Tickets have states based on which party (Support, customer, other TQ departments) has a required action and these are visible to all parties in the portal. These are Waiting for Support, Waiting for Customer, TQ Review, Customer Review. When a ticket is first opened, it progresses through some analysis stages (Triage and SLA Setting) where the support tier, deployment method, support status, and other variables are determined and assigned to the ticket, and then it enters the Waiting for Support stage. This usually only takes a few seconds. In some cases automated messages are added to the ticket containing information regarding the request.
When an agent from the support team initially responds to a ticket, the response SLA timer is paused. When support responds to a ticket, there are two outcomes. If the support team still has a pertinent action, the ticket will remain in Waiting for Support, otherwise, responses by the support team move the ticket to Waiting for Customer. If a ticket remains in the Waiting for Customer status for 5 days, an automated warning message is sent to check in on the issue, after 7 days with no response tickets are automatically closed. A customer response on a ticket will move it from Waiting for Customer to Waiting for Support and reset the 5 or 7 day automation. Tickets may also be closed manually by the support team upon resolution of the issue.
If a ticket will require in-depth review by either the customer or another team at TopQuadrant (such as development, or professional services), the ticket is moved into the appropriate TQ Review or Customer Review status which will prevent the ticket from being closed by the automation (although there are still automated check-ins).
Closed tickets that have a response added by a customer are automatically reopened. Should a ticket be reopened – either manually by either customer or a support agent, or through a response on the ticket – the response SLAs are not recalculated; Only new tickets receive the SLA assignment.
Supported Releases
TopQuadrant releases are scheduled quarterly. ‘Official releases’ supported from one year of the date of the release, while the support of ‘maintenance release’ is co-termed to its corresponding official release.
|
5/7/2024 |
8.0.0 |
Official Release |
|
|
2/14/2024 |
7.8.1 |
Maintenance Release |
|
|
12/04/2023 |
7.8 |
Official Release |
|
|
8/23/2023 |
7.7.1 |
Maintenance Release |
|
|
8/10/2023 |
7.7 |
Official Release |
|
Previous Releases
TopQuadrant releases are scheduled quarterly.
|
8/29/2023 |
7.6.2 |
Maintenance Release |
|
|
6/16/2023 |
7.6.1 |
Maintenance Release |
|
|
4/18/2023 |
7.6.0 |
Official Release |
|
|
8/29/2023 |
7.5.2 |
Maintenance Release |
|
|
3/16/2023 |
7.5.1 |
Maintenance Release |
|
|
1/20/2023 |
7.5 |
Official Release |
|
|
8/29/2023 |
7.4.2 |
Maintenance Release |
|
|
11/10/2022 |
7.4.1 |
Maintenance Release |
|
|
10/05/2022 |
7.4.0 |
Official Release |
|
|
8/19/2022 |
7.3.1 |
Maintenance Release |
|
|
6/28/2022 |
7.3 |
Official Release |
|
|
9/28/2022 |
7.2.6 |
Maintenance Release |
|
|
6/21/2022 |
7.2.4 |
Maintenance Release |
|
|
6/10/2022 |
7.2.2/7.2.3 |
Maintenance Release |
7.2.3 – Data Platform customers only |
|
4/13/2022 |
7.2.1 |
Maintenance Release |
|
|
3/23/2022 |
7.2.0 |
Official Release |
|
|
1/18/2022 |
7.1.3/7.1.4 |
Maintenance Release |
7.1.4 – Data Platform customers only |
|
12/28/2021 |
7.1.2 |
Maintenance Release |
|
|
12/16/2021 |
7.1.1 |
Maintenance Release |
|
|
12/8/2021 |
7.1.0 |
Official Release |
|
|
11/10/2021 |
7.1.0 |
Beta Release |
|
|
1/21/2022 |
7.0.6 |
Maintenance Release |
|
|
12/28/2021 |
7.0.5 |
Maintenance Release |
|
|
12/16/2021 |
7.0.4 |
Maintenance Release |
|
|
7/5/2021 |
7.0.3 |
Maintenance Release |
|
|
5/11/2021 |
7.0.2 |
Maintenance Release |
|
|
3/23/2021 |
7.0.0 |
Official Release |
|
|
2/26/2021 |
7.0.0 |
Beta Release |
|
|
12/11/2020 |
6.4.3 |
Maintenance Release |
|
|
9/30/2020 |
6.4.2 |
Maintenance Release |
|
|
8/13/2020 |
6.4.1 |
Maintenance Release |
|
|
7/28/2020 |
6.4.0 |
Official Release |
|
|
6/17/2020 |
6.4.0 |
Beta Release |
|
|
4/10/2020 |
6.3.2 |
Maintenance Release |
|
|
2/19/2020 |
6.3.1 |
Maintenance Release |
|
|
12/11/2019 |
6.3.0 |
Official Release |
|
|
11/6/2019 |
6.3.0 |
Beta Release |
|
|
9/24/2019 |
6.2.4 |
Maintenance Release |
|
|
7/22/2019 |
6.2.3 |
Maintenance Release |
|
|
5/7/2019 |
6.2.2 |
Maintenance Release |
|
|
4/24/2019 |
6.2.1 |
Maintenance Release |
|
|
4/17/2019 |
6.2.0 |
Official Release |
|
|
3/29/2019 |
6.2.0 |
Beta Release |
|
