Customer Support Resources
We have world-class adoption and enablement resources to help you succeed and get the most value out of your purchase. All authorized support contacts will have access to the support portal, which will be available and monitored twenty-four (24) hours per day, seven (7) days per week.
Before raising a ticket….
AppDynamics has a wealth of documentation and a fantastic community forum. You may find the answer to your question by utilizing these valuable resources found here and at the end of this guide.
Help & Support
Documentation
Community
Release Notes, Security & Support Advisories
Security & Support Advisories (automatic notification possible)
How can I raise a ticket?
Raise a ticket via our Support Portal
Sign in your AppDynamics username and password.
Click on Create New Request
Complete the form to submit your support ticket.
Tips for creating a support ticket
Selecting the correct component streamlines ticket routing process and response
Select the appropriate priority (see table later in this document)
Provide as much detail as possible (include logs & config directories)
Subject: This should be meaningful and descriptive
Example of a Bad Subject: Urgent Issue- Need Help!
Example of a Good Subject: Controller not starting up after upgrade
Description: As part of the description please include a brief description of the business impact
Please ensure that the ticket contains the correct version information agent/controller as applicable
For Agent based issues the following should be provided:
Log & Configuration Directories
For On Premises Controller issues the following should be provided:
Log Directory
How do I see all my company’s tickets?
How do I create a new user as a Company Administrator on AppDynamics?
Please see Managing Users as a Company Administrator
Authorized Support Contact
Maintenance and Support will be provided solely to End User’s authorized Support contacts. The Order Form may indicate a maximum number of authorized support contacts for End User’s service level. End User will be asked to designate its authorized support contacts, including its primary email address. You can work with your current company administrator to gain access or you can email your account manager at AppDynamics, requesting Portal access. You will then receive an email notification, providing you with a link to the Portal and account details.
Software Updates & Upgrades
The End User must be up to date on their current fees in order to receive access to Maintenance.
Ticket Priorities
The ticket priority is based on our SLA, which can be found in your EULA. The EULA is the definitive document with regards to SLAs. This table provides a more details summary of definitions for support categorization.
Priority
Criteria
Urgent
End User production application is down, or there is a major malfunction, resulting in a business revenue loss and impacting the End User application functionality for a majority of users. Furthermore, ongoing full loss visibility through AppDynamics monitoring because of agent or (SaaS or on-premise) controller issues.
Please note: When the ongoing production impacting issue has been resolved, the support team will downgrade the ticket to "High". The resolution of the production issue can be a fix or a workaround, where the workaround could also be to disable temporarily the agent(s). AppDynamics only tracks issues as urgent, as long as the customer is directly impacted by the issue. As soon as the root cause has been addressed or a workaround been implemented the priority of the ticket will be lowered to High.
High
Minor to significant loss of End User application functionality or performance, impacting the application functionality for a high number of users. Additionally, any significant loss of visibility through the AppDynamics monitoring because of agent issues within existing functionality or because of (SaaS or on-premise) controller issues.
Normal
Non-critical loss or impact to the monitored (production or pre-production) application. Furthermore, feature request or request for assistance solving a specific monitoring needs.
Low
Questions or issues with low priority
Additional Resources
Help & Support
Documentation
Community
Release Notes, Security & Support Advisories
Security & Support Advisories (automatic notification possible)
... View more
