Support Level 

Level 1 Procedural/Basic – Partner 

Level 2 Advanced – Partner 

Level 3 Expert – Cadents 

Generally considered to be technical in nature and has basic complexity characteristics.  This service level requires some independent judgement and analysis beyond a simple script. Some Cadents partner programs expect this level of support to be provided by the partner.

• Log an end customer email and assign it to the correct resource or technology team with symptoms.

• Verify support entitlement and service level.

• Provide initial problem categorization.

• Answering general questions using prescribed text.

• Provide references directing customers to available tools or documentation on Cadents.com.

• Provide general product information (pre-sales and post-sales).

• Configuration, installation and feature set upgrade support. 

• Resolve obvious software problems. 

• Resolve known problems through documentation available on Cadents.com or other local resources. 

• Provide basic troubleshooting expertise. 

• Provide basic support on standard software protocols and features. 

• Collect captured network traces and diagnostic data. 

• Provide regular problem resolution status reports to the end user. 

• Filter non-technical problems from technical problems. 

• Perform base problem determination and collect relevant technical information. 

• Resolve the majority of complex configuration problems by troubleshooting and problem simulation (i.e., recreates). 

• Resolve most software problems. 

• Determine product defects. 

• Define an action plan for troubleshooting/resolution. 

• Use external analyzing tools when appropriate. 

• Analyze traces and diagnostic data when appropriate. 

• Perform interoperability and compatibility testing for new software prior to being deployed into production environment. 

• Perform lab simulation and problem duplication. 

• Perform lab testing before deployment of possible fix. 

• Generate workarounds for software bugs (where present or alternate functionalities allow it) and troubleshooting bugs that were not diagnosed or resolved during Level 1 support. 

• Provide contact with complete steps to reproduce a problem in event of escalation to Level 3 support. 

• Resolve problems reported to Cadents for the first time in which no documentation exists in respect of the problem. 

• Resolve problem associated with previously unidentified bugs that have not yet been published on Cadents.com 

• Generate workarounds for software bugs and troubleshooting bugs that require a specialized expertise level beyond Level 1 or Level 2 support. 

• Perform issue reproduction with complex lab simulations. 

• Provide or interface with software development engineering support for resolution of product defects. 

• Identify interoperability issues that may be caused by 3rd party software/hardware.