Perfecto Customer Handbook

Perfecto provides the same level of support for all our customers. Perfecto does not offer a premium level of support.

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Perfecto offers support services via web portal, customer portal, chat, and telephone. We recommend using either the web portal or the customer portal since those provide us with the most background information that we will use to quickly handle your case.

Web Portal

The web portal is the main channel to use when opening support tickets, as seen in the this video. Select the type of help you need or problem you are having, fill out the relevant information in the provided fields, and submit your case. You will immediately receive an email letting you know your request has reached our systems. You will hear back from Perfecto Tech Support as soon as they have reviewed your case. In most cases you will hear back from someone in thirty minutes or less.

Customer Portal

The Customer Portal (perfectomobile.force.com) is utilized to search, review and comment on cases with the Perfecto Support Team.

A link to it can also be found in the top-right corner of the support portal:

Your portal credentials are not related to your private/public cloud credentials. When accessing your cloud for the first time, click “Sign Up.” Fill out your details on the Customer Portal Self-Registration. Your request will then be reviewed, and your credentials issued.

Once you are logged in select the New Case button. This will redirect you to the Web Portal but will pre-populate many of the fields. Fill out the relevant information in the provided fields and submit your case. You will immediately receive an email letting you know your request has reached our systems. You will hear back from Perfecto Tech Support as soon as they have reviewed your case. In most cases you will hear back from someone in thirty minutes or less.

Telephone

Perfecto Support representatives are available 24x7 at +1.781.214.4497 (Toll Free).

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Perfecto support engineers are on duty 24x7x365. Perfecto Support has staff in offices around the globe (US West Coast, US East Coast, Bulgaria, Israel, and India).

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Perfecto support engineers are on duty 24x7x365.

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If you are concerned about how your case is being handled or need to expedite a critical issue, you are encouraged to use the Escalation Channel (monitored 24x7x365).

Once the escalation is received, one of our Perfecto Support Managers will call the phone number you provided (Within 2 hours, usually well within one hour) to understand the reason for the escalation and the impact it is having on your team. Following the phone conversation, the Perfecto Support Manager will put together a plan of action to address the escalation as well as send periodic updates until the resolution is confirmed.

How to escalate

To use the Escalation Channel, please follow the guidelines below:

1. Please make sure to have an existing support case number.
2. Avoid mentioning a case reference numbers (such as: [ref:_00D201UUG._500D01l3MbJ: ref] ) within the email subject & body. That will confuse our case handling software.
3. Email [email protected] (Monitored 24 x 7), please refrain from adding additional contacts to the email.
4. Use the following bullets as a template for your email:

• Email Subject: Escalated Case #
• Escalated case number:
• Customer name:
• Customer phone number:
• Reason for the escalation:

You may also add the following information if possible and/or needed:

• Customer time-zone (optional):  
• Impact the issue is having on your team (optional):
• Additional information and/or comment (optional): 

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You may review all your open cases on the Customer Portal. You may also use the Case Portal to open new cases or communicate with the Perfecto Support Team about open cases.

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Malfunction / Problem / Issue / Off-line Devices

"Something isn't working, and I don't know why."

Product Defects/Bugs

"Something is not working because of a problem in Perfecto's code."

Information and Enhancement Requests

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Perfecto is a SaaS base service. Your software will run in Perfecto’s cloud.

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Perfecto software does not require a software license. When you sign up for a Perfecto private cloud, an implementation manager will be in touch with you to organize setting up your cloud and provide you with credentials for accessing your private cloud. If your account is current, then you will have access to all your devices.

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Since Perfecto software is cloud based the latest software release will always be running on your cloud. Perfecto will always keep that software at the latest version.

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Perfecto will periodically publish new releases as well as carry out upgrades and maintenance of the system infrastructure to roll out new features and improve stability and security. You can subscribe to notifications about planned upgrades on the Perfecto status page.

Planned maintenance notifications outside of standard upgrades will be emailed to you within five business days of the start date.

Perfecto may occasionally need to perform emergency maintenance. Perfecto Support will exercise reasonable effort to notify you twelve hours in advance by email. However, such notice is not guaranteed.

Perfecto may occasionally be required to install relevant security patches in accordance with our patch management policy, as part of either planned or emergency maintenance activity. You will be notified in accordance with the maintenance type, as stated above.

You can also see when your cloud is scheduled for upgrades and maintenance on the Perfecto Status Page.

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On the rare occasion that your cloud is experiencing an outage, Perfecto will update our Status Page which can be found here (Perfecto Status Page.) If the status page does not indicate an outage and you think you are experiencing, please contact Perfecto Support.

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TAM (Technical Account Manager) Onboarding – Our Technical Account Managers (TAMs) are available to help you onboard with Perfecto. They will help you obtain your cloud credentials, set up your initial accounts, and help put together a plan for using Perfecto successfully to meet your goals. Your Customer Success Manager (CSM) or Perfecto Support can put you in contact with your TAM.

Perfecto Professional Services – We have an evolving set of classes that are taught by our Professional Services team. Contact your CSM or Sales to explore the options that work best for you.

Getting started with Perfecto is an online guide to using Perfecto. Whether you are doing manual or automated testing, the guide will walk you through the first steps of using Perfecto.

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Perfecto Documentation - Our comprehensive online help portal is always up to date. It provides resources for using and administering Perfecto, including information on integration options and API usage.

Perfecto Release Notes – New features and changes in functionality are announced in our release notes. Feel free to ask a support engineer about anything you read in the Release Notes.

The Community Portal – The knowledge base in the Community Portal is your first stop for advanced problem solving and ‘how to’ questions. We are always updating it. Checking the KB before opening a new case may result in a faster resolution of your problems.

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Sometimes your problem will be traced to issues with software that is not under the control of Perfecto (e.g., open-source software and networking.) OpenLogic is a Perforce company that provides support for open-source software. Contact your CSM or Sales to see if OpenLogic can help you with non-Perfecto problems.

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