CUSTOMER SUPPORT

How to Request Support

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Customer support can be requested as follows:

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• Via the Support widget on each page: simply click on the support icon                       in the bottom right-hand corner of the page to view useful articles or submit a support request.

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• Via the DNASTREAM support portal: access the support portal by clicking below and login using your account details, which will have been provided previously by DNASTREAM or your company administrator
  
   

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

  • your name​ and company

  • your contact details

  • a full description of the request - if you are reporting an issue, please ensure that you provide full details of how the issue can be reproduced and include any attachments that may provide additional information such as screenshots

  • the priority of the request, with due consideration of any business impact (refer to guidance given below)

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

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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 support requests raised outside of these hours will be dealt with at the commencement of normal support hours.

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

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Support Request Priority

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

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• Urgent: Business critical (for productive solutions only or under special arrangements) – an issue that results in total loss of the service or solution, or loss of a significant function that affects the majority of users where no suitable workaround exists

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• High: Severe impact – an issue that significantly impairs the functionality of the service or solution for a large number of users where there is no suitable temporary workaround

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• Medium: Degraded operations (the default priority) – an issue that results in slight impairment of a function of the service or solution, or a more significant issue that affects a limited number of users

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• Low: Cosmetic or Feature Request – a cosmetic defect that does not affect functions of the service or solution, or a request for a new or changed feature, or a general query relating to the service or solution