Polarion Self Service Portal

Our customer service portal is the Easiest way to track progress over support cases.

It’s rare to find an enterprise software company whose customers are thrilled with the support they receive. Polarion is one of those companies." ,Ovum
Bronze
Get answer in 24h latest
+
1 contacts eligible to open cases via:
  • Customer Service Portal
  •  
  •  

or compare packages

Includes: Support coverage during your business hours.

Ideal for: Small teams that need basic support.

Silver
Get answer in 12h latest
+
2 contacts eligible to open cases via:
  • Customer Service Portal
  •  
  • Phone Support

or compare packages

Includes: Support coverage during your business hours.

Ideal for: Midsize businesses that want to take it up a notch.

Gold
Get answer in 1h latest
+
5 contacts eligible to open cases via:
  • Customer Service Portal
  •  
  • Phone Support

or compare packages

Includes: Support coverage 24h Monday through Friday.

Ideal for: Large businesses that want to lead the world forever.

Support Levels

Select
Bronze Silver Gold
Contacts eligible to open cases
1 2 5
Cases can be logged via:
  • Customer Service Portal
  • Customer Service Portal
  • Phone Support
  • Customer Service Portal
  • Phone Support
What's included
  • Advice on installation, updating and configuration of Polarion Software
  • Advice on additional extensions
  • Log analysis
  • Access to SISW's self-serve resources for Polarion Software
All of features from Bronze plus:
  • Remote assistance
  • Eligibility for Polarion Hosted Services
  • Project-aligned Support
  • Clustering support
  • API Support
All of features from Bronze and Silver plus:
  • Performance diagnostics
  • Scheduled environment review
  • Remote Server Health Check
  • Planned Weekend Support
  • Polarion Upgrade Support
  • Assigned Technical Account Representative
  • Annual on-site visit by Assigned Technical Account Representative

Severity Levels & Response time

Severity Levels are designed to determine the criticality of a reported customer problem and are a method for escalating certain case.
Sev 1 - Highest Priority Polarion solution is currently deployed in a production environment, and is totally non-operational, with mission critical impact on customer operations.

*All necessary customer contacts must be available during this severity level.
24 h 12 h 1 h
Sev 2 - Critical Priority Polarion solution is currently deployed in a production environment, functions are seriously impaired, and customer operations are seriously impaired.

*All necessary customer contacts must be available during this severity level.
36 h 24 h 6 h
Sev 3 - Default Priority Polarion solution is currently deployed in production, test, or implementation environment, and issue does not create a customer outage. Intermittent errors that may reduce system performance or functions, but have no critical impact upon customer operations.

*Product questions, implementation questions, configuration and tuning questions, or enhancement requests fall into this category.
48 h 36 h 12 h
Coverage Times 9:00 to 17:00
Monday through Friday
9:00 to 17:00
Monday through Friday
24 hours
Monday through Friday
Select
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References

Ovum-Polarion-Testimonial.jpg

An independent IT analyst | OVUM

"Polarion scored with 93% on the total Customer Sentiment scale... an area in which "Many established ALM vendors have faltered"

siemens-logo-testimonial.png

David Solbach | Siemens Healthcare Diagnostics Products

"Thanks to the excellent support and problem solving skills of our Polarion consultants, our migration from PVCS to Subversion was a real success."

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Polarion Software Support and Maintenance Policies