SpamTitan confirms that we will support customers running WebTitan on supported Operating Systems in a VMware virtual machine environment.
SpamTitan will provide unqualified support for WebTitan for VMware running in a VMware virtual environment in an identical manner as with WebTitan ISO running on any other major x86 based systems without initially requiring reproduction of issues on native hardware. Should SpamTitan suspect that the virtualization layer is the root cause of an incident; the customer will be required to contact the appropriate VMware support provider to resolve the VMware issue.
While SpamTitan products are expected to function properly in a VMware virtual environment, there may be performance implications which can invalidate WebTitan typical sizing and recommendations.
The Service entitles the Client to Technical Support as follows:
1. Hours of Operation
Technical Support operates during the hours of 09:00am – 01:00am Irish Time, Monday – Friday, excluding bank and public holidays of the Republic of Ireland (the “Hours of Operation”).
2. Accessing Technical Support
Partner can access Technical Support securely via the web, email or telephone. Technical Support handles all submissions during the Hours of Operation. On submission of a support request the Customer is assigned a reference number to enable the tracking of the logged support request. Access is via:
4. Software Support Request Classifications
|Technical Support will classify Partner requests for support according to the following priority definitions:
|1||Call for support on live usage issue needing urgent response including severe disruption of service resulting in no mailflow.|
|2||Call to report operational problem requiring resolution / work-around.|
|3||Information / fault report requiring no action before next release.|