What is GreenSQL Customer Support Service ?

GreenSQL Customer Support Service is a new paid service for GreenSQL users starting with version 1.2 of the GreenSQL database firewall and covering all operating systems listed on the GreenSQL download page . It will answer your questions on installation issues, bugs, or your particular configuration conundrums.

How does GreenSQL Customer Support Service benefit customers?

GreenSQL Customer Support Service lets you easily keep track of all your support related issues. It keeps all of your related messages, files, and other support material grouped together on an issue-by-issue basis. It also caters to your individual preferences, provides you with customer statistics, allows you to prioritize your issues, keeps track of time spent, and includes many other very practical features. GreenSQL Customer Support Service has built-in features to facilitate sharing your issues among our technical specialists so that you can receive timely replies from support engineers without repeating yourself endlessly.

How do I obtain a GreenSQL Customer Support Service account?

Just fill in the application form on our site.

How many Technical Contacts am I allowed?

In order to prevent confusion and duplication of support requests, we ask that you assign a single individual in your organization to serve as the Technical Contact for GreenSQL. This person will be the only one with the authority to submit support requests and close them.

How many support requests may I submit?

You may submit 5 new support requests every month. (But we believe that you won't need that many!)

How do I add or change the Technical Contact information?

Simply have your company's Administrative Contact write us with details of the requested change at support@greenSQL.com. We will reply with a confirmation email once the changes have been made.

May I share my GreenSQL Customer Support Service account with others?

No. Contact us if for some reason your Technical Contact will no longer be able to carry out his duties because of vacation, illness, or similar reasons.

Is support available in multiple languages?

Our complete support services are currently available in English, Russian, Japanese . We may offer other languages in the future should there be a demand for them.

How long will it take to resolve an issue?

There are no guarantees about the time it may take for support engineers to resolve your issue. In our experience, depending on the complexity of the incident, resolution is achieved within a few hours to a few days and in some cases may take longer. In some rare instances, successful resolution or a work-around may not be possible.

What documents will I receive after ordering support?

You will receive a welcome email containing details of your order and instructions on how to get started. If you do not receive this shortly after placing your order, please write us at support@greenSQL.com for assistance.

May I escalate an issue's priority?

Yes. You, as the customer, help GreenSQL determine the initial priority (or severity) of your issues. You may request that an issue's priority be escalated or downgraded by writing to support@greenSQL.com at any time.

Must customers provide GreenSQL with relevant information to receive help?

Yes. When submitting requests for support, you must provide us with all the relevant data for resolving each technical support request. This may include, but is not limited to, log files, database dumps, program scripts, descriptions of the hardware and software environment, examples of inputs, and expected and actual outputs.
We understand that this material may be sensitive and we promise to treat is as carefully as we treat our own. We understand security issues and we have created a privacy policy to reflect our commitment to you. You can read it here.

Must customers maintain a restorable backup to receive help?

Yes. You acknowledge that it is always your sole responsibility, at all times, including specifically during all service functions performed by GreenSQL, to protect and maintain an up-to-date and restorable backup of any and all databases, files, utilities, software and other systems which the GreenSQL support staff may directly access or in connection with which they may offer advice.

Is GreenSQL support provided according to industry norms of "good faith" effort?

Yes. GreenSQL will use its good faith, commercially reasonable efforts to attempt to diagnose any failure of the supported software used by the customer to advise the customer of appropriate remedies.

Does the GreenSQL Support contract automatically renew?

No. As a courtesy, you will be notified one month before the end of the contract to give you the opportunity to extend your support contract.

Does GreenSQL offer any single-incident support?

Yes. For more information, please contact us at support@greensql.com

What kinds of payment do you receive?

We currently accept major credit cards, Paypal and bank transfers. More options for payment may be offered in the future.

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