|Phone||US/Canada Toll Free:|
UK Toll Free:
Australia Toll Free:
Belgium Toll Free:
Germany Toll Free:
India Toll Free:
Netherlands Toll Free:
Switzerland Toll Free:
Severity levels and Support Level Objectives (SLO)
Tintri by DDN prioritizes all cases according to their impact on the customer and based on industry-standard definitions.
- SLO measured to initial technical engagement.
- During troubleshooting, priority can be either upgraded or downgraded
|Severity||Definition||Gold SLO*||Platinum SLO||Platinum+ SLO**|
|Severity 1||Critical Impact: |
no access to data; data integrity at risk
|2 hours||1 hour||30 minutes|
|Severity 2||Major Impact: partial or intermittent access to data; severely degraded performance; severe redundancy degradation||4 hours||2 hours||1 hour|
|Severity 3||Moderate Impact: operational with functional limitations; performance degraded due to break/fix issue||12 hours||6 hours||2 hours|
|Severity 4||No immediate Impact: Operational documentation and general questions||48 hours||24 hours||4 hours|
** Platinum+ Entitlement includes IntelliFlash Premier Entitlement Level
Escalations are high-impact, high-visibility issues we classify as Severity 1 or
Customers with an active support contract can request an escalation by calling
1-855-4-TINTRI (1-855-484-6874), option 2,
or outside of North America, at the following numbers:
When requesting an escalation ask for the Support Duty Manager and a member of our support management team will respond, to provide the assistance you require.
Terms and Conditions
The IntelliFlashTM Products and Services purchased or received by your company or other entity are subject to the terms and conditions.