Customer Support

How to Request Support

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Customer support can be requested as follows:

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• Via the DNASTREAM customer portal: access the portal by clicking below and login using your account details, which will have been provided previously by the DNASTREAM Service Desk.  The portal is the recommended way to raise Tickets.
   

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• Via email: send an email to support@dnastream.com and include full details of your Ticket, including

  • Your name​ and contact details.

  • A full description of the Ticket you wish to raise.  If you are reporting an Incident, please ensure that you provide full details of how the condition can be reproduced and include any attachments that may provide additional information such as screenshots.

  • The priority of the Ticket, with due consideration of any business impact (refer to guidance given below).  Note that when raising a Ticket via email a default priority will be assigned unless otherwise advised.

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The DNASTREAM customer portal includes useful articles and FAQs that may help with common issues or queries, which should be reviewed before raising a new Ticket.

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Telephone support is not provided within standard support arrangements.  Where appropriate, telephone support may be provided under special arrangements for an agreed period.

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​Normal Support Hours

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Normal support hours are 0800 to 1800 UK time Monday to Friday, excluding UK public holidays.  All Tickets raised outside of these hours will be dealt with at the commencement of normal support hours.

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Customers with special arrangements or enhanced support (e.g., additional support during a go live situation) will have specific support hours as agreed with DNASTREAM.

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Ticket Types

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The following types Tickets may be raised:

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• Incident: An actual or impending failure of, or an abnormal condition or alert relating to, all or part of a service or solution.

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• Service Request: A request for DNASTREAM to perform a service.

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• Question: A general query relating to a service or solution.

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Ticket Priority

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Each Ticket should be assigned a priority, according to the following guidance:

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• Very High (P1): Business Critical – for productive services and solutions only or under special arrangements – an Incident that results in total loss of the production service or solution, or loss of a significant function that affects the majority of users or processes where no suitable workaround exists (note: this priority is applicable for Incidents only).

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• High (P2): Significant Service Degradation – an Incident that significantly impairs the functionality of the production service or solution for a large number of users or processes where there is no suitable temporary workaround (note: this priority is applicable for Incidents only).

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• Medium (P3): Minor Service Degradation – an Incident that results in slight impairment of a function of the service or solution, or which has more significant impact affecting a limited number of users or processes OR a high priority Service Request.

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• Low (P4): Service Transparent – an occasional and non-persistent Incident that results in slight impairment of a function of the service or solution for a limited number of users or processes OR a standard priority Service Request (note: this is the default priority for all Tickets unless stated otherwise).

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• Very Low (P5): Non-functional or Cosmetic – an Incident relating to a cosmetic defect that does not affect functions of the service or solution OR low priority Service Request OR a Question.