Compuware has a commitment to building life-long customers by our dedication to providing superior customer support. The FrontLine Service Center has the support information you need, when you need it. Our knowledge-base articles, technical alert notifications, product fixes, technical documentation, event information and more. Give us a call, send an email, search documentation, or visit our support center 24/7. Just let us know how we can help.

The Compuware Partner Network was designed to grow reseller revenue with Compuware products. This program makes it easier to do business with us, identify customer opportunities, and sell and support Compuware solutions. The Compuware Partner Network provides the tools, resources, and support partners need to drive revenue and increase profitability.

These communities provide you with an online forum to collaborate, network and exchange best practices with other Compuware solution users worldwide.

You can access the Compuware User Groups Community using your Compuware FrontLine ID and password. If you are new to the User Group Community, select the group you wish to join and request membership.

Support Process

Customer Support Process - Unified APM Customer Support Response Time SLA


Compuware APM Support Guide

- Download Support Guide

How cases are prioritized

When opening a case for the first time you will be asked to assign a priority to it. The following table provides a guideline to help you select the priority:

Table 1: case Priority Assignment and caseback Times

Priority Assigned

Description

Response Time (Standard/Premium)

1

Critical
Service or major on-premise product component has been stopped or so seriously impaired that it is unusable, and no alternative is available. This includes software or operating system restarts, data loss or corruption. Software cannot be installed or migrated to a new release.

1 business hour (*) / 30 min

2

Severe
Service is significantly impacted where 50% to 99% of all SaaS services are impacted. This includes problems accessing two or more solutions in the SaaS service or unavailability of one or more Private Agents.

Obscure, difficult to reproduce, infrequent crashes or hangs of the on-premises software. Explicitly documented major functionality is missing or not usable. Documentation issue that leads to a severe error, installation/migration failure or data corruption.

No workaround or solution known at the time the case is logged.

4 business hours / 2 hours

3

Moderate
Service not functioning correctly, where less than 50% of all SaaS services are impacted. This includes scripting help for new and existing tests or unavailability of a single node.

Situations in which the functionality of the on-premises software is slightly restricted but the product components are still functional. Data quality or access may be restricted. Reporting issues. Questions related to configuration or software installation. Some business impact.

Priority 3 issues usually have workarounds.

8 business hours / 4 hours

4

Low
A feature of the service or on-premises software is not functioning correctly, but does not impact data quality or data access. This includes requests for general information and new feature requests.

A defect in very obscure product functionality. Misspelling in the documentation or in a product screen. Cosmetic problem.

2 business days / 8 hours

* For dynaTrace Enterprise (’”on-premises”) software, Severity 1 response time requires verbal contact with a Compuware Representative when a case is opened.