1. Introduction to CAST Technical Support

2. Introduction to CAST Technical Support - Contents
CAST Technical Support role
How to contact CAST Technical Support and submit a request?
Required input for problem resolution
CAST Technical support SLAs
How to track tickets progress?

3. CAST Technical Support role
Solving PROBLEMS in CAST AIP Products and Official extensions (Extensions with following logo in Extension Downloader)
Answering QUESTIONS about the use of CAST AIP Products and official extensions
Editing Troubleshooting Guides
Delivering Service packs
Providing Information relative to the versions (coming versions and service packs dates, maintenance ends date, porting matrix, Extensions compatibilities…) Release news
Notes:
Feature Requests are dealt by the Product Manager Team. Connect to Community for submission.
Customisation development is dealt by the Delivery Services Team.

4. How to contact CAST Technical Support and submit a request?
Call Hot line – See Opening Hours and Phone Numbers
Sign in CAST Help Center and submit a request
Sign Up before first connection to get registered to CAST Help Center.
To submit a request :
Sign In CAST Help Center
Submit a request as Question in CAST AIP, Problem in CAST AIP, Problem in CST Tool or Problem/Feature Request in HELP Center
Provide required input. For problems in CAST AIP, see next slides.
A ticket will be created to follow-up the request.

5. Required input for problem resolution 1/2
Provide CAST Technical Support with a clear and complete description:
The observed result: with the complete error or warning message if there is one, with a description of the result if wrong, and with a description of the product behavior: crash, hang, performance with the measurements and the description of the environment (machine properties, server dedicated to CAST)…
The expected result
A detailed and complete step-by-step scenario to be followed by CAST support to reproduce the case
Screenshots showing the configurations, the observed and expected results.

6. Required input for problem resolution 2/2
Provide sufficient input for CAST Technical Support to investigate or reproduce the problem:
Run latest CAST Support Tool (CST) alias Sherlock with all options activated including source code.
Upload the output zip file to the ticket.
NDA can be signed by CAST to restrict use of input to the problem resolution. Request NDA in the ticket.
If you are not able to provide required input, then provide details connection to your environment.
Note that connecting to environments is usually sufficient to fix configuration issues but may not be sufficient to fix bugs.
Information also available at Required input for problem resolution

7. CAST Technical Support SLAs
Ticket follow-up:
Acknowledgement: First reply from Support
Resolution: Temporary fix & Permanent fix
Communication frequency depends on the ticket severity
Temporary fix is provided in the initial ticket.
Permanent fix is provided in a separate ticket linked to the initial ticket, created by Technical Support.
SLA are measured from the initial ticket date for BOTH tickets
Resolution times start from the time the input is provided.
The response times are applicable if:
The user uses the latest service pack of each major/minor version supported by CAST AIP
The user provides required input.
In case source code and/or CAST databases cannot be provided, resolution times cannot be guaranteed.
ERRORS AND RESPONSE
Error Severity   Level
Severity Level Description
Response
Response time
  1 
  BLOCKING: Reported problems preventing all   useful work from being done by Software, or Software functionality is   inoperative. 
  1. Acknowledgment 
1. Less than 2 hours after notification - constant effort until fixed 
  2. Temporary fix - Workaround or patch
2. Not to exceed 5 business days
  3. Permanent fix    
3. Within 30 working days
  4. Communications
4. Daily 
    2   
  SEVERE IMPACT: Software is partially inoperative and is   considered as severely restrictive by Licensee in its ability to have the   Software perform according to Documentation. 
1. Less than 4 hours 
  2. Temporary fix - Workaround only
2. Less than 10 business days
  3. Permanent fix 
3. Within 30 business days  
  4. Communications  
4. Every 48 hours
  3  
  DEGRADED OPERATIONS: Reported problems disabling   specific non-essential functions of Software; and/or Licensee has determined   a work-around for the Error condition.  
1. Less than 48 hours 
2. Less than 15 business days
  3. Permanent fix 
3. Future service packs
  4. Communications 
4. Weekly
  4 
  MINIMAL IMPACT: Any deviation from Specifications not   otherwise included in a Severity 1, 2, or 3 category. 
1. Within 1 week 
  2. Temporary fix
2. N/A
  3. Permanent fix
3. Future service packs/minor or major versions 
4. 30 working days notice before next service pack/minor or major version 
Patches are only delivered for blocking issue with no workaround.
Definitions are given at CAST Technical Support SLA

8. How to track tickets progress?
Track the progress for tickets you have created, tickets you are in CC or tickets created by your collegues (within your company only) using Help Center Ticket tracking:
Information on ticket status also available at: Ticket Statuses
Status
Description
New
means that the request is received and has not been assigned to a Support Agent.
Open
means that the request has been assigned to an agent who is working to resolve it
Awaiting your reply
means that the assigned agent has a follow-up question for the requester. The agent may need more information about the support issue. Requests that are set to Pending typically remain that way until the requester responds and provides the information the agent needs to continue resolving the request.
Solved
means that the agent has resolved the support issue by providing fix, hot fix, work-around or explanation. Solved tickets are closed, typically, 28 days after they have been set to Solved. Until a ticket is closed, the requester can reopen the ticket. For example, the requester may not agree with the agent that the support issue is resolved.