Support
Need help? We’re here to support you.
Backed by our team of experienced specialists, Druva is dedicated to delivering enterprise-class support and committed to customer satisfaction. The Druva Support page is your portal to help you get all of your questions answered and issues resolved.
Please login to the Support Portal for reporting or tracking of issues – http://support.druva.com/
Druva offers two levels of product support, Enterprise Support and Professional Support. The table below highlights the main differences between these two levels.
Support Plans
| Professional Support | Enterprise Support | |
|---|---|---|
| Contact | Web / Email/Phone/Chat | Web / Email/Phone/Chat |
| 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 | Defenition | Service Objective | Professional Support | Enterprise Support |
|---|---|---|---|---|
| P0 | Druva product is non-functional and there is a serious business impact | Resources deployed immediately until a solution or acceptable work around is found | 1 Hour | 30 Minutes |
| P1 | Druva product has issues with the functionality. There are no available work around and there is a medium business impact | Resources deployed AEP (As early as possible) until a solution or acceptable work around is found | 4 Hours | 2 Hours |
| P2 | Druva product functionality is slightly impaired but operational, and there is hardly any business impact | Resources deployed on availability until a solution or acceptable work around is | 8 Hours | 6 Hours |
| P3 | Generic queries or enhancement requests | All enhancement requests are reviewed by the Product Team and implemented or rejected based on the feasibility and criticality of the same | 24 Hours | 8 Hours |
Open a new Ticket
Your current issue may already have been raised or resolved. We suggest you check the following sources to see if the issue has already been reported:
You can open a new ticket by logging on to the Support Portal here http://support.druva.com/
Please take a look at the Druva support policy which details the current support programs and expected response time for your inquiries.