Support

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) 24x7
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.