datom Support
Contact Us
Where? | Comments |
Requires login credentials to create support ticket. Use the same login credentials as set for datom. | |
Email: datomsupport@diyotta.com | To report any issue through email use the contact provided. Ensure that the urgency, and the detailed description of the issue is provided when sending an email. |
How-to queries and functionality related guidance are searched and asked here. |
Accessing service desk
To reach the service desk to raise support request, from the left pane, click Support.
The credentials used to login to datom should be used to login to service desk as well.
You can use one of the forms from the list to reach out to the support team.
- Report Bug
- Enhancement Request
- General Question
Bug request
The issues related to sync execution, application incidents or interface bugs can be reported here.
Provide appropriate priority, issue details and relevant attachments for the support team to understand the issue and provide timely and appropriate feedback.
Enhancement request
To raise a request for additional feature or modification to existing one choose this form.
Provide appropriate priority, details of enhancement and relevant attachments for the engineering team to understand and implement the request.
General questions
To know the approach pertaining to datom feature or functionality choose this form.
Provide appropriate priority, details and relevant attachments for the support team to understand the question and provide timely and appropriate feedback.
Creating feature request
To raise a request for new features or enhancements, from the left pane, click Feature Requests and you will be navigated to service desk page.
The credentials used to login to datom should be used to login to service desk as well.
The Service Desk redirects the user to enhancements request page.
Service level agreement
Diyotta is committed to offering support services to its customers based on the response time guidelines indicated in the table below. Based on issue priority, the problem resolutions can be through, workarounds, product patches, or through an upcoming release.
| Priority level | Definition | Initial response time | Global coverage |
|---|---|---|---|
P0 - Urgent | datom is unavailable. Substantial loss of availability of the datom environment. | 4 hours | 24x7 |
P1 - High | Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. A temporary workaround is available. | 8 hours | 24x7 |
P2 - Medium | There is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. | 16 hours | 24x7 |
P3 - Low | There is minimal impact to your business activities, indicating a minor issue or configuration change in the datom platform is required, other issues that do not affect the functionality of the datom platform or cosmetic issues. | 24 hours | 24x7 |
*Initial response time: The time taken by a support agent to respond via Email/Service Desk to any issue once submitted. This may not include the auto generated email notification upon form submission