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| Online support including documentation, downloads and release notes | ✔ | ‒ | ‒ |
| Sign-up for notifications for all new releases, product updates and patches | ✔ | ‒ | ‒ |
| Submit and Track Your Cases in the Community Portal | ✔ | ‒ | ‒ |
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North America, Europe, and Australia offices. Our office hours are Monday to Friday, 9 am to 5 pm US (ET): +1 510.864.7400 UK (BT): +44 (0) 1189 771020 APAC (AET): +61 (2) 9054-3712 If you call outside of normal business hours, you can leave a voicemail and a case will be created and the next open office will respond during normal business hours. | ✔ | ‒ | ‒ |
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Perforce Maintenance Support EOL Schedule End of Support (EOS) occurs when the product reaches the end of standard support window. During Standard Maintenance, Perforce provides patches for Severity A bugs, which include crash, data corruption, erroneous results, high-risk security vulnerability, malfunction with no workaround or serious performance degradation. We highly recommend your Helix Core environment is upgraded to remain within the standard maintenance support window. | ✔ | ‒ | ‒ |
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Perforce Maintenance Support EOL Schedule End of Support (EOS) occurs when the product reaches the end of standard support window. For product versions outside of the extended maintenance window, support will make a best effort to assist. We highly recommend your Helix Core environment is upgraded to remain within the standard maintenance support window. | ‒ | ‒ | ✔ |
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| Our support team is available to assist you with Helix Core's command usage, configurations, and troubleshooting to resolve issues you may encounter | ✔ | ‒ | ‒ |
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| Our support team will carefully review your feature requests and ensure they are added to the existing ones or create a new request if it hasn't already been reported. Feature requests are reviewed and scheduled by product management. | ✔ | ‒ | ‒ |
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| Our support team will review any errors, determining whether the error results from a product failure or bug. We will then report the issue and provide a viable workaround if one is available. | ✔ | ‒ | ‒ |
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The Helix Core Support team at Perforce is here for you when you have a specific problem or challenge to overcome. We work with you to identify the technical cause, which is the event responsible for the reported problem, and provide a workaround, relevant documentation, or a resolution to restore affected Helix Core products to their operational state. Once resolved, to help prevent issues in the future, you may want to determine the root cause of why the problem occurred in the first place. This root cause analysis goes beyond standard Support and requires more in-depth exploration to attempt to discover the core reason for your issues. Although RCA is not a standard component of your Support plan, we offer convenient pre-paid RCAs as a supplement to your plan — and at a discount off our full-price hourly consulting rate. | ✔ | ‒ | ‒ |
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Root Cause Analysis (RCA) is a more in-depth exploration of the reported problem. It involves an analysis of the underlying data to attempt to determine the “Root Cause” that is the fundamental reasons and conditions that led to the “Technical Cause” and to suggest corrective actions to prevent the recurrence of the reported problem. This service includes a written report detailing the problem, root cause, corrective recommendations, and preventative actions determined from the RCA. For further details, please see the | ‒ | ‒ | ✔ |
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Critical care plan provides support access outside of normal business hours for emergency or critical situations. Critical Care does not apply to applications accompanying the Helix Core server such as Helix Swarm, Helix DAM for Helix Core or IP Quality and Governance and CIP-B for IPLM (as examples) A “Critical Care Situation” is defined as a condition preventing an entire group from performing critical tasks using Helix Core | ‒ | ✔ | ‒ |
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When your environment isn’t performing at its peak, we can help you determine likely causes and to help resolve. Bringing your environment back to full strength allows your teams to focus on development and reach maximum velocity. We can also consult with you to identify opportunities for deploying and adopting best practices with Helix Core. These include parallel development, branching strategies, managing the flow of change, and even reviewing your practices around specific industry requirements. | ‒ | ‒ | ✔ |
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This service prearranges a designated person to be on standby to assist as needed should issues arise during your Helix Core server upgrade. This just-in-case option is available for existing support customers. You can contact Consulting ([email protected]) or work with your sales rep a couple of weeks in advance to set up this service. Standby phone access to a Consultant assigned to support the upgrade process during non-business hours During business hours, Standard Support would be used This is not a replacement for Critical Care as defined above Standard Consultant weekend rates apply | ‒ | ‒ | ✔ |
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Looking for expert assistance in upgrading to the latest version of our software with minimal downtime? Or are you wanting to migrate to Helix Core? Engage with our consultants to complete your project quickly, efficiently, and seamlessly. | ‒ | ‒ | ✔ |
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Whether you’re already using Helix Core or looking to deploy it for the first time in your cloud environment, Helix Remote Administration can help. It allows your team to focus on your development work by offloading admin tasks to the team that knows Helix Core and Helix Swarm better than anyone. It protects you against the risks associated with downtime through expert, ongoing maintenance and admin. | ‒ | ‒ | ✔ |
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Get up and running quickly with a Helix Core implementation package. We offer Quick Start, Advanced, Enterprise, Cloud, and Custom implementation options to meet the needs of any organization. We’ll install and configure your environment for optimal performance. You get peace of mind that it will perform at scale, now and in the future. | ‒ | ‒ | ✔ |
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Keep your teams up and running by diagnosing and resolving issues before users are impacted. Through our monitoring packages, we set up your Helix Core installation for proactive server monitoring. This can increase your uptime and improve your hardware and software performance. | ‒ | ‒ | ✔ |
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Planning for the complexities of a real-world disaster scenario or infrastructure failure takes real expertise and foresight. That’s exactly where we can help. Our consultants work with you to plan, design, and implement a solution that’s optimized for your goals. Simply stated — we can save you time and money if disaster strikes. | ‒ | ‒ | ✔ |
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Whether you have specific security concerns you want to address, or you are looking for a general security review of Helix Core in your environment, our experts can help you explore security implications. They can help you with organizational requirements to meet your security goals. | ‒ | ‒ | ✔ |
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Ensure long-term success and scalability for your Helix Core deployment through a detailed architecture review with our consultants. We’ll look at key aspects of your infrastructure, work with your key stakeholders to identify needs and opportunities, document findings, and recommend next steps. At the end, you will be optimally positioned for ongoing success with Helix Core. If you need assistance implementing recommendations, this review gives our consultants a jump-start. We can engage quickly to assist. | ‒ | ‒ | ✔ |
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Through our training courses, Perforce experts help you take advantage of the powerful features and functionality in your software. They can also help you build and refine your organization’s own knowledge and expertise. We provide user and admin training at both basic and advanced levels. Need something custom? No problem. Our teams can create courses tailored to your specific needs or environment. | ‒ | ‒ | ✔ |