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Scope of Delphix Customer Support (KBA9706)




KBA# 9706

Support Incident

A “Support Incident” is defined as a single support issue and the reasonable effort required to resolve it. A single support issue is a product problem, error message or functionality issue that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each of these issues shall be considered a separate Support Incident. Support Incidents are not requests for general advice, guidance, or software functionality questions. 

A Support Incident has the following criteria:

  • Specific functionality issues are encountered while you are using the Delphix Software.

  • There is a reasonable expectation that the issue originates from the Delphix Software.

Delphix Customer Support provides technical support and maintenance services for features and frameworks that ship in official Delphix release vehicles. This support includes the following:

  • A web portal will be available for customers to log Support Incidents with Delphix.

  • Commercially reasonable efforts will be provided by the Support organization to resolve or provide a workaround for the issue.

  • Commercially reasonable efforts will be made at root cause analysis.

  • Customers will have access to product documentation and knowledge base.

  • Download site access will be available to obtain copies of the licensed Delphix software.

  • Customers will have access to Delphix Software updates and upgrades, security alerts, and technical bulletins.

Support Incidents can be reported electronically through the Delphix Support Portal.

Within the Scope of Delphix Customer Support

  • Assistance with features and functionality available out-of-the-box in Delphix official releases, as listed in the product documentation.

  • Upgrade troubleshooting of supported versions of the Delphix Software (according to the Upgrade Matrix).

  • Support will file product bugs on behalf of the customer.

  • Isolation of performance issues to either within the product or external to the product as designed.

  • For Continuous Data Engine (Virtualization Engine), Delphix provides the ability to connect to and make copies of data in certain third-party software. Support for Data Virtualization is limited to the data platforms and associated Operating System versions defined on the official Delphix virtualization support list.  Delphix Support will apply commercially reasonable efforts to address Delphix issues that are related to such third-party software.

  • Continuous Compliance Engine (Masking Engine) is used to connect to, profile, and mask data in third-party data platforms. Support of such third parties is limited to the platforms defined on the official Delphix masking support list

  • Delphix does support the documented functionality of APIs and SDKs. Delphix Support does not provide debugging or development efforts using the APIs and SDKs.

For more information, please refer to Delphix Extensibility Support.

Outside of the Scope of Delphix Customer Support 

The following are outside of the scope of the Delphix Support team. You should contact your Account Manager, Customer Success Manager or Delphix Authorized Partner representative to receive assistance in these cases:

  • Training

  • Installation, configuration, and proactive health checks

  • Assistance with add-on solutions, such as dxToolkit, dxAnalyze, et cetera

  • Assistance with custom configurations

  • Assistance troubleshooting or developing custom components such as:

    • Hook scripts

    • Privilege elevation profiles

    • Custom Algorithms or Mapplets

    • dxToolkit and similar toolkits for masking and capacity planning

    • API automation scripts

  • Troubleshooting performance issues determined to be outside of the product design (including, but not limited to, storage layer issues, network performance, hardware virtualization, et cetera)

  • Troubleshooting or tuning of non-Delphix systems, such as data sources 

  • Staging Push issues related to the backup/restore/recovery or maintenance of the staging database unless the issue relates to the underlying mount (NFS/iSCSI) point provided by Delphix

  • Custom code implemented by the Delphix Professional Services team leveraging the Delphix Software standard public interfaces (including, but not limited to, pre- and post-hook scripts, API scripting, and integrations with monitoring/compliance tools)

  • Consulting or guidance on architecture, sizing, or other planning requirements

  • Access to code or any other proprietary information

  • Assistance with Community-supported products

Resolution and Closure of Support Cases

A Support Incident will be deemed resolved when you receive one of the following:

  • Information that resolves the issue

  • Explanation, recommendation, usage instructions or workaround on how to obtain a software solution that will resolve the issue

  • Confirmation that the issue has been resolved in a subsequent release

  • Confirmation that the issue has been logged for future consideration 

  • Notice that the product is working as designed

  • Information that isolates the issue to a third-party product, not supported by Delphix

  • A new or existing fix

A Support Incident may be considered resolved if the customer has failed to provide the necessary information timely to progress the investigation. 

Delphix may also resolve cases by identifying the Support Incident as outside the scope of Delphix Customer Support (as outlined above) or arising from a version, platform, or use case that is excluded from these Delphix Support Policies or Product Lifecycle Policies.


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