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GPDB Customer Support Guides

Content from March 10, 2010

  • PDF Document: External Customers, Prospects, ...
  • Word Version: Internal Only

Document Outline

1.0 Introduction
1.1 Objective
1.2 Scope
1.3 Definition of Terms
1.4 Software Distribution
1.5 Support for Custom Applications
1.6 Supported Platforms
2.0 Support Quick Guide
2.1 Preparing for Support
2.2 Support Packages and Features
2.3 Standard Support Hours of Operation
2.4 Methods of Requesting Support
2.5 Logging a Support Case
2.5.1   Creating a Support Case via Greenplum’s Customer Portal.
2.5.2   Creating a Support Case via Telephone Call
2.6 Tracking your Support Case
2.7 Case Closure
2.8 Case Escalation
2.9 System of Record
2.10    Natural Disaster and Severe Weather
2.11    Feature Requests
2.12    Advanced Support/Consultancy Services/Education
3.0 Detailed Support Guide
3.1 Support Eligibility
3.2 Greenplum Additional Support Resources
3.2.1   Documentation
3.2.2   Greenplum Commercial Support
3.2.3   PostgreSQL Open Source
3.3 Compatibility
3.4 Support Flow
3.5 Log a Support Incident or Feature Request (Detail Guide)
3.6 Patches, Upgrades, Downloads
3.6.1   Version Taxonomy
3.6.2   Release Notifications
3.7 Advanced Support / Consultancy Services / Education
3.7.1   Emergency Onsite Support
3.7.2   Support Account Management
3.7.3   End of Life (EOL)
3.7.4   Consultancy Services
3.7.5   Education/Training
3.8 Additional Primary/Technical Contacts

Appendix A: Greenplum Support/Escalation Structure

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