• GoldSeal Support for Sonus


Support Hours

The GoldSeal Service Desk provides 24x7 remote support for P1 and P2. It is staffed by experienced and dedicated technical professionals between 9:00 a.m. to 5:00 p.m. your local time in the continental U.S. After hours, our on call engineers respond to critical severity issues within one hour.


Level 1 and 2 Support

At GoldSeal, customer service specialists answer every call. Certified Sonus customer support engineers will identify and resolve your issue using trouble recreation, solution testing, analyzing logs and trace files. GoldSeal Support can help you with other types of product activities including:

  • • Basic system set up
  • • License installation
  • • Configuration backup and restore
  • • Routine maintenance

Level 3: Escalation

GoldSeal handles escalation to Sonus if necessary including assistance with DOA and Warranty parts replacement procedures. Escalation and parts replacement require an appropriate manufacturer’s contract.


Hardware Replacement

Premium level support provides 24x7 Return Material Authorizations (RMAs) for advance replacement of defective Field Replacement Unit (FRUs). Replacement requests received before 2:00 p.m. of the geographical point of failure will be processed on the same business day. Requests received after 2:00 p.m. will be processed the next business day. An appropriate manufacturer’s contract is required.


Online Tools

GoldSeal Support provides you access to our online customer portal ticketing system.

Through this ticketing system you can:

  • • Open cases through our online customer portal*
    • *For P1 and P2 issues, please follow-up directly with the GoldSeal personnel via a phone call.
  • • Track tickets and escalations
  • • Transfer files to and from our engineers


Software Updates

GoldSeal Service Desk can assist and mentor with the application of software updates and workarounds. Working with your staff, key update information will be provided along with the reasoning for best practices and validation testing. Software updates require an appropriate manufacturer’s contract.


Reporting

The GoldSeal Support package offers you the ability to run reports on your cases logged with the GoldSeal Service Desk Service Desk through the online customer portal. This provides vital analytical data to allow for comprehensive view of requests logged with and resolved by GoldSeal.


Training

GoldSeal provides Service Desk assistance and basic knowledge transfers.


Contact


Offering GoldSeal Standard GoldSeal Enhanced GoldSeal Premium GoldSeal Software Only GoldSeal BOH GoldSeal Incident Pack
Office Hours Availability 9 a.m. – 5 p.m. local time (Continental U.S.)
24x7 P1 and P2
9 a.m. – 5 p.m. local time (Continental U.S.)
24x7 P1 and P2
9 a.m. – 5 p.m. local time (Continental U.S.)
24x7 P1 and P2
9 a.m. – 5 p.m. local time (Continental U.S.)
24x7 P1 and P2
9 a.m. – 5 p.m. local time (Continental U.S.)
24x7 P1 and P2 afterhours will be charged at time an half
9 a.m. – 5 p.m. local time (Continental U.S.)
24x7 P1 and P2
Language ENG ENG ENG ENG ENG ENG
Documentation Access to product documentation including: product manuals, technical guides, FAQs, software release notes Access to product documentation including: product manuals, technical guides, FAQs, software release notes Access to product documentation including: product manuals, technical guides, FAQs, software release notes Access to product documentation including: product manuals, technical guides, FAQs, software release notes Access to product documentation including: product manuals, technical guides, FAQs, software release notes Access to product documentation including: product manuals, technical guides, FAQs, software release notes
Online Tools Access to online support tools and case management Access to online support tools and case management Access to online support tools and case management Access to online support tools and case management Access to online support tools and case management Access to online support tools and case management
Usage
N/A
N/A
N/A
N/A
BH: 30 min min, 15 min increments per call; OOH: 1 hr min, 30 min increments per call One incident per issue
Updates Patch releases only All software releases All software releases All software releases All software releases All software releases

Support Resources


Offering GoldSeal Standard GoldSeal Enhanced GoldSeal Premium GoldSeal Software Only GoldSeal BOH GoldSeal Incident Pack
Service Desk Engineer
Designated Technical Support Engineer
Optional
Optional
Optional
Optional
Optional
Optional
Dedicated Technical Support Engineer
Optional
Optional
Optional
N/A
N/A
N/A
Shared Technical Account Manager
Optional
Optional
Optional
N/A N/A N/A
Upgrade and Release Planning
Optional
Optional
Optional
Optional
N/A

Reporting


Offering GoldSeal Standard GoldSeal Enhanced GoldSeal Premium GoldSeal Software Only GoldSeal BOH GoldSeal Incident Pack
Customer-Generated Reports
Service Delivery Reporting, Quarterly
Optional
Optional
Optional
Optional
Optional
Optional
Service Delivery Reporting, Quarterly Review, Remote
Optional
Optional
Optional
Optional
Optional
Optional
Annual Health Check and Report
Optional
Optional
Optional
N/A N/A N/A

Access Method


Offering GoldSeal Standard GoldSeal Enhanced GoldSeal Premium GoldSeal Software Only GoldSeal BOH GoldSeal Incident Pack
Online Portal Access
Portal Custom Branding N/A
Optional
Optional
N/A N/A N/A

Hardware Replacement


Offering GoldSeal Standard GoldSeal Enhanced GoldSeal Premium GoldSeal Software Only GoldSeal BOH GoldSeal Incident Pack
Advanced Replacement Next Business Day Ship
N/A
N/A
N/A
N/A
N/A
30-Day Return and Repair Hardware Replacement
N/A
N/A
N/A
N/A
RMA Phone Support
N/A N/A N/A

On-Site Resources


Offering GoldSeal Standard GoldSeal Enhanced GoldSeal Premium GoldSeal Software Only GoldSeal BOH GoldSeal Incident Pack
On-site Technician for Replacement Part Install, Scheduled
Optional
Optional
Optional
N/A
Optional
Optional
Smart Hands Dispatch
Optional
Optional
Optional
N/A
Optional
Optional

Training


Offering GoldSeal Standard GoldSeal Enhanced GoldSeal Premium GoldSeal Software Only GoldSeal BOH GoldSeal Incident Pack
Customized Product Training
Optional
Optional
Optional
Optional
Optional
N/A
Scheduled End-User Training (Audio & Video only)
Optional
Optional
Optional
Optional
Optional
N/A

Service Type


Offering GoldSeal Standard GoldSeal Enhanced GoldSeal Premium GoldSeal Software Only GoldSeal BOH GoldSeal Incident Pack
Annual Support Agreement
N/A N/A
Prepaid Block of Time N/A N/A N/A N/A
N/A
Pre-Purchased Incidents N/A N/A N/A N/A N/A

Support Elements


Offering GoldSeal Standard GoldSeal Enhanced GoldSeal Premium GoldSeal Software Only GoldSeal BOH GoldSeal Incident Pack
Email Support - 1 Business Day
Tier I Support
Tier II Support
Tier III Support
1
1
Tier IV Support
1
1
Escalation Support, 8x5
1
1
Critical Incident Response / Active Intrusion / Attack
Optional
Optional
Optional
Optional
Optional
Optional

Additional Support Features


Offering GoldSeal Standard GoldSeal Enhanced GoldSeal Premium GoldSeal Software Only GoldSeal BOH GoldSeal Incident Pack
On-Site Remote Access Appliance
Optional
Optional
Optional
Optional
Optional
Optional
Assisted Remote Access

Service Level


Offering GoldSeal Standard GoldSeal Enhanced GoldSeal Premium GoldSeal Software Only GoldSeal BOH GoldSeal Incident Pack
Standard Service Level Objectives

Additional Services


Offering GoldSeal Standard GoldSeal Enhanced GoldSeal Premium GoldSeal Software Only GoldSeal BOH GoldSeal Incident Pack
Customized Product Training
Optional
Optional
Optional
N/A
Optional
Optional
Product Certification Training
Optional
Optional
Optional
N/A
Optional
Optional

1 Requires an existing manufacturer maintenance contract and letter of agency