Customer Satisfaction. Guaranteed.
* Actual customer survey results from over 300 responses
Backed by our team of experienced specialists, Druva is dedicated to delivering enterprise-class support and committed to customer satisfaction. Druva offers two levels of product support: Professional and Enterprise.
Your current issue may already have been raised or resolved. Before you open a new ticket, we suggest you take a look at Druva Community Website
You can open a new ticket or chat with the support representative by logging on to the Support Portal: http://support.druva.com/
Support Plans
| Professional Support | Enterprise Support | |
|---|---|---|
| Contact | Web/ Chat/ Email/ Phone | Web/ Chat/ Email/Phone |
| Telephone Support | Business Hours (9am-6pm) | 24×7 |
| Upgrades | All upgrades Free | All upgrades Free |
| Issue Resolution | Unlimited | Unlimited |
| Support Portal Access | Yes | Yes |
Response & Resolution
| Severity | Service Impact | Definition | Response Time | |
|---|---|---|---|---|
| Professional | Enterprise | |||
| P0 | Urgent | Non-functional | 1 Hour | 30 Minutes |
| P1 | High | Functional but impaired | 4 Hours | 2 Hours |
| P2 | Normal | Affects user experience | 8 Hours | 6 Hours |
| P3 | Low | Troubleshooting/ Training | 24 Hours | 8 Hours |
For more information, please take a look at the Druva support policy guide.