YOUR SATISFACTION IS OUR #1 GOAL
Delphix is committed to customer success and satisfaction. All support professionals are rigorously trained on Delphix products, technology, and technical problem-solving methodologies.
Customers can open support cases by:
- Using the support portal
- Toll Free Calling 1-888-827-4720 (USA and Canada)
- Calling 1-650-681-3905 (Toll call for international callers)
- Sending an email to support@delphix.com.
When opening a case, please provide the following to assist in fast resolution:
- Detailed description of the problem
- Priority level and impact of the problem
- Indication of the activity that was being performed when the problem occurred
- Software version
- Configuration information.
While working to resolve an issue, Support Engineers may need to access information on the customer system relative to the failure or may need to recreate the failure to get additional information. If the customer and the Support Engineer agree, the customer may send support log files through email or upload them to the Delphix Support FTP site for further review.
Note: any information sent to Delphix to help resolve customer problems is treated as highly confidential and is used only to help resolve the problem. When the issue is solved, all submitted materials are deleted.
If the Support Engineer does not solve the case, it is escalated to Delphix Engineering for further analysis. A case is closed when all parties agree the reported issue has been resolved. If the customer issue is determined to be an enhancement, a Feature Request is entered into the Delphix defect tracking system and processed by Product Management and Engineering.
