Product Support Services

How to Request Support Service

All support communication regarding tickets or product issues should be sent to support@globanet.com. You may also open a ticket by Accessing the Globanet Support website at https://globanetproducts.zendesk.com or Call (310) 202-0757 and choose option 4.

Supply the following

  1. Declaration of issue Priority Level (see below)
  2. Description of issue supplying the following as applicable
    a. Error logs
    b. Screenshot of the error
    c. Video recording link of the condition leading to error

Support Service Level Prioritization

Globanet Support operates to the following service levels:

Priority 1: High

Definition:

  • The product does not install at all within the production environment.
  • The product has been operating as expected in the production environment, however, it is failing to start up. System down condition.
  • The product has a 100% failure rate moving data in the production environment. The product fails to connect to the source or deliver 100% of available data.

Globanet Responsibility:

Priority 2: Standard

Definition:

  • The system is up and running.
  • There are interface issues but there is a workaround to the situation.
  • The Product can process portions of data albeit progress might be slow.
  • Product identifying a high number of message failures per exception type.
  • Reports are not functioning or there is missing data.
  • Product efficiency is causing system instabilities.

Globanet Responsibility:

  • Investigation begins within 24 hours.
  • A resolution plan is communicated within 48 hours.
  • Once the root cause of the issue is identified an ETA will correspond with product release schedule.
  • Daily updates will be provided during business hours until the issue is resolved unless otherwise agreed.

Priority 3: Low

Definition:

  • The system is up and running.
  • There is a cosmetic or spelling issue.
  • Requesting a new feature or enhancement.

Globanet Responsibility:

  • Investigation begins within 48 hours.
  • A plan of resolution is communicated within 10 days.

License Keys

Globanet Product license key requests should be submitted either via the Globanet Portal http://portal.globanet.com or via email to support@globanet.com.

Requests will be processed within two (2) hours according to the schedule in the table below:

License Activation Hours:

Monday – Friday:
4 a.m. – 5 p.m. EST
1 a.m. – 2 p.m. PST