Overview
Need help? We’re here for you. The operation of your data backup solution is critical to your business, and that’s why we’re committed to providing the timely support and resources you need. Metallic offerings are covered by the best-in-class Commvault support team, which can be contacted directly through the Metallic Hub via chat or email, while online resources and documentation are available at docs.metallic.io/
Metallic Customer Support SLAs
Response to cases under the Metallic offering will be based on the assigned priority level. Please view the table below for definitions of each level, with our SLA targets for response times and follow-up, for each severity level.
Your system is inoperable or is at a severely reduced level of functionality resulting in an adverse impact on normal business operations and no immediate workaround or resolution is available. The customer support team will work on your case continuously until it’s resolved.
1 Hour
response
4 Hours
follow-up
You are experiencing intermittent failure or performance degradation which has limited your normal business operations. These incidents are time sensitive and critical to productivity, but do not cause an immediate work stoppage. No workaround is available, and operations can continue in a limited capacity.
2 Hours
response
8 Hours
follow-up
Conditions are defined as a minor incident that can be worked around without major impact to your normal business operations.
4 Hours
response
24 Hours
follow-up
You have general questions regarding a low impact issue.
24 Hours
response
48 Hours
follow-up
As we assess each case together with the customer, Commvault reserves the right to reassign severity levels based on the surrounding circumstances.