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Understanding Dundas Support Process
Understanding Dundas Support Process




At Dundas, we believe that one of the key elements of a successful solution provider is responsive, personalized customer support. This support process document is used as an internal guideline for Dundas Support Associates so as to ensure that the desired level of customer satisfaction is met. We wish to share this support process document with you so that you can better understand how we operate in order to ensure that your support needs/requirements are satisfied. This support process document is provided as a reference document only, is subject to change at any time and from time to time by Dundas, and does not form part of any agreement between the client and Dundas. If you have any questions, please refer to the Support Policy (which contains the governing terms and conditions relating to Dundas Support) on the Dundas support site, or feel free to talk to Technical Support manager.

Dundas Support will help identify the reported problems and point clients in the right direction with existing documents, samples and articles. Please be aware that Dundas also provides professional services for consulting projects, training, dashboard best practices and Do-It-For-You requests. Please contact your account manager at Dundas or should you wish to discuss such services.


Issue Submission and Tracking


Clients can report Dundas product related issues via the following channels:

·         By direct email to

·         By using the Request Support page on the Dundas Support Site

·         By calling our support phone line:            

                                         800.463.1492 (in North America)

                                                       416.467.9100 (all other territories)

o   Hours of operation:

                                                      Monday to Friday: 9:00AM to 6:00PM EST

·         By contacting Dundas sales representatives

Clients will be given issue numbers for the reported issues which can be referenced in subsequent communications. The Support Associates verify the necessary information for reported issues and may contact clients if additional information is required.

Clients can check the status of issues reported through their account on the Dundas Support site under Your Account . Or, clients can check such status by contacting the Dundas Support team or their sales representative. If necessary, a client can discuss the escalation process for outstanding issues with the Dundas Support team or their sales representative.


Issue Types


All support requests fall into the following 3 categories:



An issue will be identified as an inquiry when it is:

·         A how-to question regarding the implementation of a documented feature of Dundas products

·         An issue with product set up, including installation and configuration

o   Note: Minimal support will be provided for environment related problems such as SQL Server or web services that cannot be found, problems with network security, etc.

·         Not working as documented in the product documentation, including seeing wrong or unexpected results, or receiving an error message, etc.



An issue will be identified as a defect when it is:

·         Related to functionality or a feature that is not working as documented and is able to be replicated by Dundas.


Feature Request

An issue will be identified as a feature request when it is:

·         A request to add new functionality that doesn’t exist in the product

·         A request to alter the intended behavior of the product


Issue Impact Levels


All reported issues are entered into the Dundas issue tracking system. Once an issue is confirmed, it will be identified as an Inquiry, Defect or Feature Request, and will be categorized into one of four priority levels based on the impact on a client’s business. As progress is made on an issue, the priority level may be updated accordingly.  

Support inquiries are classified as follows:


Inquiry Impact Level



Project/product implementation on hold because of the issue.


Major Functionality not working as expected.


Minor Functionality not working as expected.


Functionality works but expect it to be improved.


Product defect issues are classified as follows:


Defect Impact Level



System crashes: e.g. production system is unavailable, loss of data, severe memory leaks.


Functionality fails: fix or temporary workaround required.


Functionality fails: workaround available but can only be used temporarily.


Functionality fails: workaround available and acceptable.


Product feature requests are classified as follows:


Feature Request  Impact Level



Project/product implementation on hold because of the issue;

Unexpected behavior due to new release of underlying technologies.


A new major functionality is required;

A workaround is available but not satisfactory;

Feature might be considered for the next major release.


A new functionality is required;

A workaround is available and acceptable;

Feature might be considered for future major releases.


Functionality available but could be improved.



Level of Support


Dundas has two levels of support:

1.       Support Level 1 is initiated when a user requests support from different channels and is then categorized as a support issue. The issue is managed by the support team. Dundas attempts to provide suggestions or solutions at this level. If no immediate solution can be provided, a workaround, if any, will be suggested.

2.       An issue will be escalated to Level 2 if an issue is identified as critical or is not resolved in an expected time-frame, or there is a need for additional resources such as involvement from the product development team. For more details, please refer to the escalation process below.  


Software Release Types


When an issue requires a new release of the software (or when Dundas so chooses), there may be one of the following 3 releases/revision:


Release/Revision Type


Major Release


       Identified by the first 2 parts of the version number

       The first release of major release has always the  version format  X.Y.0.0

       Requires a new license file



      All defect fixes addressed between major  releases

       Any integration, embedding work, custom add-ons must be recompiled with new libraries

       Might have a Beta testing and the  Beta period is usually at least 1 month

       New set of documentation and release notes are made available on Dundas Support Site

Minor Release


       Identified by the 3rd part of the version number.

       Does NOT require a new license file

       Contains ‘Critical’ and ‘High’ defect fixes

       Release notes are made available on Support site



       Identified by the last digit of version number

       Does NOT require a new license file

       Contains only ‘Critical’ customer defect fixes

       Release notes are available on support site


Supported Versions


       the last minor version for each of the latest two (2) major versions released

       As soon as a new major version is released the older of the previous 2 will be off support

       No prior announcement is made to customers



Support Response Time


The support inquiries are received in a queue and answered on a first come first serve basis. Please note that the response time will vary according to the severity of the issue. Please refer to the escalation process below if the issue is urgent or critical.


The official support response time is provided in the Dundas Support Policy available on the Dundas support site,


Off Hour Support


Dundas currently offers (at an additional cost) an option whereby customers can engage in a special off-hours support agreement in addition to an existing normal support agreement. A normal support agreement must be in place before Off-Hours Weekend/Holiday Support can be offered. Intensive dashboard implementation period coverage is example of using off hour support.


Off hour Support must be requested at least two weeks in advance and is subject to agreement by Dundas. The request should include specific dates and times of upcoming critical periods that require off hour support. Please contact the account manager in charge for more details if needed.




A client can request to escalate a reported issue when:

1.       The issue impact level is

o   Critical or High for Defects

o   Critical for Feature Requests

2.       The issue is not resolved satisfactorily or in the acceptable time period.

 The request for escalation can be made through the following channels:





Ensure ESCALATE appears first in the Subject Line with the issue number.

Support site

Ensure ESCALATE appears first in the Summary Line when requesting support


Clearly state to Support Associate or Sales representative about the ESCALATION request.


When receiving an escalation request, a dedicated Support Associate is assigned to validate the issue immediately and will do the following:

1.       Communicate with the client to understand the situation, such as severity, time line, etc.

o   For a defect, gather necessary information to replicate the issue

o   For a feature request, come up with the business cases and use cases

2.       Once confirmed, inform/alert the necessary parties so that commercially reasonable efforts are dedicated to ensure the issue is addressed properly in a timely manner.

At any point, if there are any concerns with the status of a reported issue or the resolution is not received after an expected time, we encourage escalation of the issue to the Dundas Support team.

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