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OneLogin technical product support includes these services:
OneLogin provides support from 8:30am PST to 5:30pm PST, Monday through Friday excluding holidays. Support beyond these hours may be scheduled if required by a customer on a maintenance service plan.
Guaranteed response time for paid support customers is 24 business hours from the time of receipt. Standard response time for customers without currently valid support contracts is not guaranteed. If you require faster response times, you should purchase a support contract or pay per incident.
NOTE: Response times are for initial responses not the time it may take to resolve the problem.
All Cams support issues are initiated by submitting a support request to OneLogin. Please indicate the severity grade:
An incident number is created upon submission and the case remains open until explicitly closed. Support will be provided until it is determined that:
A OneLogin support representative reviews the problem severity and determines the appropriate course of action for resolution. This may include an update to the software, reinstallation, or referral to a FAQ or documentation. If needed, the CSR will contact the customer by phone or email to gather more information or assist with the resolution.
A support incident first involves determination of the actual problem. The act of determining this is part of the paid support incident and may end in referring the customer to a 3rd party provider. If the problem is with a 3rd party component (database, web server, application server, operating system, customizations, etc.) the support representative will refer the client to the appropriate party for further resolution.
OneLogin provides technical support for it's own products, not for 3rd party components or applications that may be required to run with Cams. OneLogin may optionally provide guidance from experience but support for those products should be obtained from their respective vendors. This includes JDBC drivers, databases, web servers, application servers, operating systems and hardware.
All registered users are informed of products updates through the Cams news list. Once a product update is made available, users with current support contracts have immediate access to download the software by logging into their OneLogin WAM account.
OneLogin WAM professional services are available to help customers with on-site integration and product customizations. Cams is a flexible technology, and no one can help you understand better how to make it work for you than the OneLogin engineers who designed and wrote it.