Krugle Support
Krugle provides the highest level of service to our customers. We offer support options that range from self-help knowledge bases to real-time support to professional services.
Online Support
We provide web-based access to self-help facilities. Among the on-line resources are:
- Resources - Current product FAQ, manuals, and general documentation can be found in the Resources section of the Krugle website.
- - For questions or issues that are not covered in the Krugle Resources section of the Krugle website, send an email with a description, as well as the specific product and version number.
Telephone Support
The Krugle Technical Support Team is available by telephone for customers who have Premium Support. Telephone support is available by calling +1 650-853-1962 during normal business hours Monday through Friday 9:00 am - 6:00 pm U.S. Pacific time (-8 GMT), excluding U.S. holidays.
Support Packages
Support Packages are determined by your contract type. Basic support is included as part of a standard Krugle Enterprise license agreement. The table below shows the different Packages: Basic and Premium as well as "Evaluations" (Support for those using the 30 day Krugle Enterprise evaluation).
| Evaluations | Basic | Premium | |
|---|---|---|---|
| Documents, Email |  |
|
|
| Updates, Upgrades | |
|
|
| Phone Support (business hours) | |
|
|
| 24 x 7 crisis phone support | |
||
| API Support | |
||
| Support Incidents | 2 in first 30 days | 20 per year | Unlimited |
Support Priority
| Support Case Priority | Initial Response | Fix or Workaround | Escalation |
|---|---|---|---|
| P1 = The software is completely inaccessible or the majority of its functionality is unstable | 1 business day | 1 Week | Manager: Immediate
VP: 1 business day CEO: 1 Week |
| P2 = One or more key features of the software are unusable | 2 business days | Next minor release | Manager: 1 business day
VP: 1 week CEO: 1 month |
| P3 = Any other case where a feature of the software is not operating as documented | 2 business days | Next major release | VP reviews all open defects quarterly |
| P4 = All enhancement requests | 1 week | At Krugle discretion | VP reviews all enhancement requests quarterly |