Overview of Technical Support
 
Torokina Asia Pacific Technical Support Center is located in Sydney, Australia. The Technical Support Department consists of product line based teams reporting to managers who have responsibility for customer technical account management. Product related questions are routed to the appropriate team with expertise in a specific product area to expedite the resolution of customer reported problems. All new incidents are assigned a Trouble Ticket number to allow the customer and Torokina to reference and manage all reported issues until resolution.

Torokina provides support for the following products and associated minimum release levels and configurations: 

        Torokina Integration Module (TIM) v1.0

        CA eHealth Performance Manager v6.1

        CA eHealth Performance Manager v6.0

        CA Spectrum Infrastructure Manager v9.1

        CA Spectrum Infrastructure Manager v9.0

        CA Service Availability Manager v1.0           

Torokina provides support for the currently available and actively marketed version of the Torokina Integration Module (TIM), CA eHealth Performance Manager, CA Spectrum Infrastructure Manager and CA Service Availability Manager (SAM) products and one previous major revision level of the Torokina Integration Module (TIM), CA eHealth Performance Manager, CA Spectrum Infrastructure Manager and CA Service Availability Manager (SAM) products. On a customer request basis, Torokina will provide general Technical Support for earlier versions of the Torokina Integration Module (TIM), CA eHealth Performance Manager, CA Spectrum Infrastructure Manager and CA Service Availability Manager products during the Support Period however, patch and certification updates for these earlier versions of product are at Torokina’s discretion.

During the Support Period, a Customer may open a Trouble Ticket with a phone call or e-mail or through our Online Call Tracking System on the web at http://www.torokina.com/support. A Customer may also resolve basic product questions on its own 24 hours a day by utilizing Torokina’s Technical Knowledge Base, Support Express, on the web at http://www.torokina.com/support.
 
• Standard Trouble Ticket Process: Torokina’s Technical Support Engineers follow internal processes designed to provide customers with quick resolution, by severity, to Product usage questions & known problems by identifying, verifying, and thoroughly documenting problems with the Product.
 
• Standard Trouble Ticket with Associated Defect Ticket Process: If the Technical Support Engineer verifies a product deficiency, a Defect Ticket is created and logged with Torokina’s Sustaining Engineering. Defect Tickets are evaluated by Sustaining Engineering based on severity and in accordance to criteria defined in section 10.1 to determine whether the reported problem will be fixed in a patch release or a future product release.
 
• Trouble Ticket Escalation Process: If a customer is not satisfied with the direction or the progress of a Trouble Ticket, they may request to speak to a Technical Support Manager. A Technical Support Manager will then review that customer’s Trouble Ticket(s) to ensure the Trouble Tickets are being handled appropriately. Escalation to higher levels of management within Torokina follow the timetable set in Section 12.1 of this Maintenance and Remote Technical Support Policy.
 
• Defect Ticket Escalation Process: If a Product deficiency requires a fix or workaround outside of the standard process, as noted above, the customer should request that the Defect Ticket be escalated as critical to a Technical Support Manager. The Technical Support Manager will then work with Sustaining Engineering management and the customer to coordinate an action plan to address the escalation. Escalation to higher levels of management within Torokina follow the timetable set in Section 12.1 of this Maintenance and Remote Technical Support Policy.
 
• Customer Down Situation Process: If a customer is in a Critical Outage Situation and immediate restoration to operation is necessary, Torokina’s Technical Support Engineer will initiate a process to help the customer in restoring its Supported Systems from the last known good database save. Please note that in restoring the Supported Systems to operation from database saves, there may be loss of historical data depending upon the time and date which the last known good database save occurred. If immediate restoration to operation is not necessary, the Technical Support Engineer will follow the defined process for critical severity Trouble Tickets.
 
Types of Technical Support Software Subscription Services
               
Torokina offers two levels of service within its Maintenance and Remote Technical Support Services, namely Standard Support and Critical Support. Both Standard Support and Critical Support include access to the Technical Support Department and delivery of Patch Releases and Updates for Products covered during the Support Period. Torokina also offers an enhanced Critical Support option, Premium Support, which includes on-site Professional Services in addition to the Critical Support benefits. A customer that purchases Standard Support also may purchase Critical Support Packs, which give the customer Critical Support access for up to five call incidents. Listed below are the benefits included with each Maintenance and Remote Technical Support Service offering:
 
Support Offer
Benefits
Standard Support
(Normal Business Hours)
*  For products listed in Schedule A:
*   Access to Torokina’s knowledgeable technical support team for product questions and problem resolution for products
*   Access and support for Torokina’s Technical Knowledgebase
*   Telephone, email and web support options
*   Online status updates on open tickets
Critical Support
*  Standard support benefits plus,
*  Quarterly Trouble Ticket reviews
*  Access to technical support via mobile phone 24*7*365 during off business hours for Critical Outage situations (please refer to definitions in Section 3)
Premium Support
*  Critical Support benefits plus,
*  Onsite Monthly Preventative Maintenance activities including:
*  Monthly Database Cleanup
*  Monthly Group Cleanup
*  Monthly Alarm Cleanup
*  Monthly License Count Cleanup
*  Monthly Scheduled Tasks Maintenance
*  Monthly knowledgebase development
*  Weekly Missed Poll Maintenance
*  Weekly Log file check and Maintenance
Critical Support Pack – 5 incidents
*  Critical Support for 5 incidents (valid for one year from date of purchase, requires a valid standard Torokina support contract)
 
 
Technical Support Hours of Operation
 
Standard Support
 
Torokina’s Technical Support Department provides Standard Support Services, as defined in Section 4, during Torokina’s Normal Business Hours.
 
Critical Support
 
Torokina’s customers have the option to purchase Critical Support. A Technical Support Engineer will staff Critical Support 7 days a week, 365 days a year, to provide support for Critical Outage Situations during Off Business Hours, as defined in Section 3. Customers subscribing to Critical Support will receive mobile phone number to report a Critical Outage Situation and will receive a response within one hour.
 
Premium Support
 
Torokina’s customers have the option to purchase Premium Support. Premium Support provides the same level of coverage as Critical Support with the added onsite preventive maintenance activities.
 
Critical Support Pack
 
Torokina’s Standard Support customers have the option to purchase Critical Support Packs, which include Critical Support for up to 5 incidents. All Support Packs purchased during a 12-month maintenance period expire at the end of that maintenance period. A Technical Support Engineer will staff Critical Support 7 days a week, 365 days a year, for support for Critical Outage Situations during Off Business Hours, as defined in Section 3. Customers that have obtained a Critical Support Pack will receive a mobile phone number to report Critical Outage Situation incidents and will receive a response within one hour. When a customer has used all 5 incidents, additional Critical Support Packs may be purchased.
How to Contact Torokina Technical Support
 
Customers can request Technical Support assistance by:
 
• E-mail: This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
 
• On the World Wide Web using the "New Ticket" feature in the Customer Support Portal

• International Dial: +61 2 8060 6933

Torokina's Support Center Customers can login to the Support Portal here