Our goal is to resolve all Service Requests in a satisfactory and timely manner however, we realize that some situations may require increased attention and focus within the Support team. You have the ability to re-open your closed service request from the My Service Request section of the Support Portal. If you attempt to re-open a closed service request after 30 days, a new service request is created with a link to the original Service Request. You can re-open Service Requests that have been closed within 30 days of the close date. You can also close service requests via the My Service Request section. Exceptions to this policy apply to Service Requests for product enhancements and product defects. Service Requests remain open until you are satisfied that the issue has been resolved.
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If the defect is a high priority and a hotfix is planned, the Support Engineer will notify you of its availability. If the Support Engineer and development team determine that the issue is a product defect, a defect ID and priority level will be assigned to the issue. This may require the engineer to re-create the issue, work with our development team, and help you with configuration of the software. The Support Engineer will contact you, gather any additional information needed, and will investigate to determine the proper course of action. A Support Engineer takes ownership of your service request and sees it through to successful resolution.
#REDGATE APEX SQL GENERATE UPDATE#
These service request numbers allow us to prioritize and track all service requests through resolution, and allow you to get a status update of your service request via our support portal.Īll service requests are assigned a severity level and are placed in a queue to be processed by the next available Support Engineer. We assign a unique service request number (in the format of "SR Number”) to all requests for assistance. The Support Guide explains the service request process under the Managing Service Request | Service Request and is detailed below. Storage Performance and Utilization Management.Information Archiving & Storage Management.Hybrid Active Directory Security and Governance.
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One Identity Safeguard for Privileged Passwords.