GTAC Case Management Guidelines
GTAC Priority and Escalation Management
Enterasys offers priority setting of problems and escalation management to customers with current service contracts. This ensures that the appropriate resources within Enterasys Networks are utilized to resolve outstanding technical problems as efficiently as possible. Outlined below are case severity definitions and escalation guidelines. These are to be used as guidelines only and are subject to change.
Priority Management
When you contact Enterasys Global Technical Assistance Center (GTAC), a technical support engineer will work with you to assign a mutually agreeable priority level to your problem that will be reflected in the support case opened on your behalf. Timelines listed below are measured in business days.
The support case priority levels and definitions are as follows:
Case Priority 1 (P1) – Customer's network segment or management application is down or experiencing a consistent, measurable performance impact with no immediate resolution available.
- Phone Support Technician notifies Technical Support Engineer immediately
- Technical Support Engineer engaged on call after 2 hours
- Development Engineering engaged after 4 hours until resolutions or workaround provided.
- Generally Available firmware provided within 90 calendar days.
P2 – Customer's network is experiencing intermittent failure or degradation of network or management application.
- Phone Support Technician notifies Technical Support Engineer after 1 day
- Technical Support Engineer engaged after 5 days
- Development Engineering engaged after 8 days.
- Workaround or internal code provided within 15 days.
- Generally Available firmware provided within 90 calendar days.
P3 – Customer has issues that do not affect normal network or management application operation and/or questions concerning product function or use.
- Phone Support Technician notifies Technical Support Engineer after 3 days
- Technical Support Engineer engaged after 10 days
- Development Engineering engaged after 15 days.
- Workaround or internal code provided within 30 days.
- Generally Available firmware provided within 90 calendar days.
Escalation Management Response Times
Our systematic escalation process is intended to notify and brief various levels of management throughout the life cycle of the case. Escalation timeframe's are measured on a 24x7x365 basis.
| Owner |
Priority 1: Critical |
Priority 2: High |
Priority 3: Medium |
| Technical Support Management Team (Directors/Managers) |
Immediate |
12 hours |
5 days |
| Vice President, Global Technical Services |
2 hours |
24 hours |
10 days |
| Executive Management Team (CEO, CTO) |
4 hours |
N/A |
N/A |
Escalation Lifecycle
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Discovery: The GTAC Support Engineer is gathering and reviewing information. Once the data is reviewed, the GTAC Support Engineer will determine if additional information is required, corrective action is available or a recreation attempt is needed.
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Recreation: The GTAC Support Engineer is in the process of attempting to replicate the reported behavior. Once replicated, the GTAC support engineer will determine if the behavior is a bug and will document it in the bug tracking database. If the behavior is not a bug or is a result of misconfiguration, the customer and case note will be updated. If GTAC is unable to reproduce the reported behavior, additional information or debugging may be required at the customer site.
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Remediation: The GTAC Support Engineer has determined there is an anomaly and/or the development team’s assistance is required. While in this status, updates from engineering will be used by the GTAC to keep the customer/partner updated on progress to resolution.
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Release Packaging: Once a resolution or enhancement has been tested and verified along with a firmware version and release date determined, the escalation moves into this status. Customers will receive updates every two weeks as to the official release status until the firmware/software is Generally Available (GA) and posted on our firmware download site.
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Generally Available: Once a resolution has been identified the escalation will be put into this status. If the resolution is a new firmware release, customers will receive automated notifications and the case will close within 15 days. If the resolution is a configuration change, or hardware replacement, the GTAC engineer will close the escalation after confirming the resolution with the customer.
Telephone Contact
Enterasys offers telephone support in many languages, 24 hours a day, 365 days a year. Service Contract customers are provided with toll-free contact telephone numbers in their contract information package. Non-contract customers will be provided service on a fee-per-incident basis, when calling one of our local contact numbers. For a complete list of local contact numbers and regional-specific information, click on your region on the map below.
Should you be interested in learning more about contracted services, under the Enterasys Services portfolio, please visit http://www.enterasys.com/services/, and/or contact your local Enterasys sales representative for more information.
Field Service
The Enterasys Global Technical Assistance Center (GTAC) is the primary point of contact for scheduling field service. Once an Enterasys GTAC Engineer determines that field service is necessary, a Field Engineer will be dispatched in accordance with the level of service purchased by the customer. Please note that, depending on level of contract or non-contract service, the field service call may be billable.
