Support and Escalation Levels
USDN provides comprehensive support options designed to meet the diverse needs of our customers, from community users to enterprise deployments. Our tiered support structure ensures that you receive the appropriate level of assistance based on your requirements and service level agreements.
Support Tiers Overview
Level 1: Professional Support
Target Audience: Growing businesses, production deployments, development teams
Features
- ✅ Ticketing System: Dedicated support ticket system
- ✅ Email Support: Direct email support channel
- ✅ Business Hours Support: 8x5 support coverage
- ✅ Priority Handling: Faster response than community support
- ✅ Basic Phone Support: Phone support for urgent issues
Service Level Agreement (SLA)
| Priority | Response Time | Resolution Target | Availability |
|---|---|---|---|
| P1 - Critical | 4 hours | 24 hours | Business hours |
| P2 - High | 8 hours | 3 business days | Business hours |
| P3 - Medium | 24 hours | 5 business days | Business hours |
| P4 - Low | 48 hours | 10 business days | Business hours |
Issue Classification
P1 - Critical Issues:
- Complete service outage affecting production
- Security vulnerabilities requiring immediate attention
- Data corruption or loss scenarios
- Complete loss of network connectivity
P2 - High Priority:
- Significant performance degradation
- Partial service outage affecting multiple users
- Feature not working as documented
- Installation or upgrade failures
P3 - Medium Priority:
- Minor performance issues
- Feature requests for existing functionality
- Configuration questions
- Documentation clarifications
P4 - Low Priority:
- General questions about functionality
- Enhancement requests
- Training requests
- Best practice guidance
Contact Information
- Support Portal: support.usdatanetworks.com
- Email: support@usdatanetworks.com
- Phone: +1 (754) 200-2721 (business hours)
Level 2: Enterprise Support
Target Audience: Large enterprises, mission-critical deployments, 24/7 operations
Features
- ✅ 24/7/365 Support: Round-the-clock support availability
- ✅ Dedicated Support Engineer: Named support engineer assignment
- ✅ Advanced Diagnostics: Remote diagnostic capabilities
- ✅ Escalation Management: Proactive escalation management
- ✅ Quarterly Reviews: Regular service reviews and optimization
Enhanced SLA
| Priority | Response Time | Resolution Target | Availability |
|---|---|---|---|
| P1 - Critical | 1 hour | 4 hours | 24/7/365 |
| P2 - High | 2 hours | 8 hours | 24/7/365 |
| P3 - Medium | 4 hours | 24 hours | Business hours |
| P4 - Low | 8 hours | 3 business days | Business hours |
Additional Services
Proactive Monitoring:
- Health check monitoring and alerting
- Performance trend analysis
- Capacity planning recommendations
- Security monitoring and reporting
Professional Services:
- Architecture review and optimization
- Migration planning and execution
- Custom integration development
- Training and knowledge transfer
Enterprise Features
Contact Information
- Dedicated Hotline: Provided upon enrollment
- Emergency Escalation: 24/7 emergency contact
- Support Portal: Enterprise dashboard access
- Account Manager: Direct contact to assigned TAM
Level 3: Premium Support
Target Audience: Strategic customers, government agencies, global enterprises
Features
- ✅ Strategic Partnership: Executive-level relationship management
- ✅ Custom SLA: Tailored service level agreements
- ✅ On-site Support: On-site engineering support when needed
- ✅ Product Roadmap Input: Direct input into product development
- ✅ Early Access: Beta testing and early feature access
Premium SLA (Customizable)
| Priority | Response Time | Resolution Target | Availability |
|---|---|---|---|
| P1 - Critical | 15 minutes | 2 hours | 24/7/365 |
| P2 - High | 30 minutes | 4 hours | 24/7/365 |
| P3 - Medium | 1 hour | 8 hours | 24/7/365 |
| P4 - Low | 2 hours | 24 hours | Business hours |
Strategic Services
Executive Relationship:
- Quarterly executive briefings
- Strategic planning sessions
- Product roadmap discussions
- Custom feature development
Dedicated Resources:
- Dedicated development team allocation
- On-site engineering support
- Custom training programs
- Migration assistance teams
Advanced Integration:
- Custom API development
- Third-party integration support
- Performance optimization consulting
- Security architecture review
Escalation Process
Internal Escalation Flow
Customer Escalation Rights
Professional Support:
- Request supervisor review after 24 hours
- Escalate to support manager for unresolved P1/P2 issues
- Monthly escalation reports available
Enterprise Support:
- Immediate escalation to senior engineer
- Technical Account Manager involvement
- Executive escalation path defined
Premium Support:
- Direct access to engineering leadership
- Executive escalation within 1 hour
- Custom escalation procedures
Global Support Coverage
Geographic Coverage
| Region | Support Level | Languages | Local Phone |
|---|---|---|---|
| North America | L1-L3 | English, Spanish, French | ✅ |
| Europe | L1-L3 | English, German, French, Spanish | ✅ |
| Asia Pacific | L1-L2 | English, Japanese, Chinese | ✅ |
| Latin America | L1-L2 | Spanish, Portuguese, English | ✅ |
| Middle East/Africa | L1 | English, Arabic | 🚧 |
Follow-the-Sun Support
Enterprise and Premium customers benefit from follow-the-sun support:
Support Tools and Resources
Self-Service Portal Features
- Ticket Management: Create, track, and manage support tickets
- Knowledge Base: Searchable repository of solutions
- Documentation: Always up-to-date technical documentation
- Downloads: Software updates, patches, and tools
- Training Materials: Video tutorials and certification courses
Diagnostic Tools
- Remote Diagnostics: Secure remote access for troubleshooting
- Log Analysis: Automated log analysis and pattern recognition
- Performance Monitoring: Real-time performance metrics
- Health Checks: Automated system health assessments
Communication Channels
| Channel | L1 Professional | L2 Enterprise | L3 Premium |
|---|---|---|---|
| ✅ | ✅ | ✅ | |
| Phone | ✅ Business Hours | ✅ 24/7 | ✅ 24/7 |
| Chat | ✅ Business Hours | ✅ 24/7 | ✅ 24/7 |
| Video Call | 🚧 Scheduled | ✅ On-Demand | ✅ On-Demand |
| On-Site | ❌ | 🚧 Available | ✅ Included |
Best Practices for Support Engagement
Before Contacting Support
- Search Knowledge Base: Check existing solutions and documentation
- Gather Information: Collect relevant logs, configurations, and error messages
- Reproduce Issue: Document steps to reproduce the problem
- Check System Status: Verify if there are known service issues
When Creating a Support Ticket
Include the Following Information:
- Environment Details: OS, USDN version, network topology
- Problem Description: Clear description of the issue
- Impact Assessment: Business impact and affected users
- Steps to Reproduce: Detailed reproduction steps
- Error Messages: Complete error messages and log excerpts
- Screenshots: Visual evidence when applicable
Sample Ticket Template
Subject: [USDN-Node] Connection Timeout in Production Environment
Priority: P2 - High
Environment:
- USDN Version: 2.1.4
- Operating System: Ubuntu 22.04 LTS
- Topology: Hub and Spoke (15 nodes)
- Deployment: AWS EC2 instances
Problem Description:
Intermittent connection timeouts between hub node and 3 spoke nodes
starting at 2025-06-17 10:30 UTC. Affecting 150 users across
branch offices.
Business Impact:
- Users unable to access corporate applications
- Estimated revenue impact: $10,000/hour
- Alternative connectivity available but degraded performance
Steps to Reproduce:
1. Initiate connection from spoke node (10.1.2.4) to hub (10.0.1.1)
2. Connection establishes but times out after 30-45 seconds
3. Retry attempts show same behavior
4. Issue affects nodes in us-west-2 region only
Error Messages:
[2025-06-17 10:35:42] ERROR: Connection timeout to peer 10.0.1.1:4789
[2025-06-17 10:35:42] WARN: Retrying connection attempt (3/5)
Logs Attached:
- vrouter-agent.log (last 24 hours)
- system.log (relevant timeframe)
- network-diagnostics.txt
Contact Information:
- Primary: john.doe@company.com
- Backup: jane.smith@company.com
- Phone: +1-555-0123 (24/7 for P1/P2 issues)
Support Metrics and Reporting
Key Performance Indicators
Response Metrics:
- First Response Time (FRT)
- Time to Resolution (TTR)
- Customer Satisfaction Score (CSAT)
- Issue Escalation Rate
Quality Metrics:
- First Contact Resolution (FCR)
- Reopened Ticket Rate
- Knowledge Base Usage
- Self-Service Success Rate
Reporting and Analytics
Monthly Reports (Enterprise/Premium):
- Support ticket summary and trends
- Performance against SLA targets
- Common issues and resolutions
- Recommendations for optimization
Quarterly Business Reviews (Premium):
- Strategic support analysis
- Product usage and optimization opportunities
- Roadmap alignment discussions
- Custom reporting and analytics
Training and Certification
Support Training Programs
Basic Certification (Free):
- USDN fundamentals and architecture
- Basic troubleshooting techniques
- Self-service tools usage
- Community engagement best practices
Professional Certification ($299):
- Advanced configuration and tuning
- Performance optimization techniques
- Integration with existing systems
- Professional support utilization
Enterprise Certification ($599):
- Enterprise deployment strategies
- Advanced troubleshooting and diagnostics
- Disaster recovery and business continuity
- Enterprise support best practices
Training Delivery Methods
- Online Courses: Self-paced learning modules
- Virtual Workshops: Live instructor-led training
- On-Site Training: Custom training at customer location
- Certification Exams: Proctored online examinations
Feedback and Continuous Improvement
Customer Feedback Channels
- Post-Ticket Surveys: Automatic satisfaction surveys
- Quarterly Surveys: Comprehensive service feedback
- Focus Groups: Product and support improvement sessions
- Advisory Boards: Strategic customer input on roadmap
Continuous Improvement Process
- Collect Feedback: Multiple channels for customer input
- Analyze Trends: Data analysis for improvement opportunities
- Implement Changes: Process and tool improvements
- Measure Results: Effectiveness tracking and validation
- Communicate Updates: Regular communication of improvements
Getting Started with Support
How to Choose the Right Support Level
Evaluation Criteria:
- Criticality: How mission-critical is USDN to your operations?
- Scale: Size of deployment and number of users affected
- Expertise: Internal team's technical expertise and availability
- Budget: Available budget for support services
- Growth: Expected growth and future requirements
Upgrading Support Levels
Support level changes can be made:
- Immediately: For urgent business needs (temporary upgrade)
- Next Billing Cycle: Standard upgrade process
- Contract Renewal: Comprehensive service review and optimization
Contact Information for Support Sales
- Sales Team: sales@usdatanetworks.com
- Phone: +1 (754) 200-2721
Our support team is committed to ensuring your success with USDN. We continuously invest in people, processes, and technology to provide world-class support at every level.