Support Services

Support Plans

Caspio offers several support plans so you can choose the precise level of service you need. Please note that some services may be already included in your platform plan.

• Business Support can be added to Custom plans (already included in Standard)
• VIP Support can be added to Custom and Standard plans as an annual term

The terms and details of each service are described below on this page.  Plans may be upgraded or downgraded at any time using the Upgrade wizard inside Caspio Bridge.

Per-Incident Support

The following per-incident services may be requested by opening a support ticket or contacting Caspio support.

Description of Support Services

Scope of Caspio Support

• Caspio Bridge standard features
• Administrative console
• Extensions
• Ready-made apps
• Deployment and deployed DataPages
• Error messages
• Regression issues
• Documented workarounds
• Performance issues as detected by our health check monitoring service
• Beta releases

What's Not Included in Standard Support

• API usage or any assistance with coding including HTML, CSS, JavaScript
• Questions and issues regarding integration or operation with third-party solutions
• Debugging issues seen in your CMS, blog, or web host
• Browser or internet connectivity issues
• Data cleanup and manipulation

Community Forums

Caspio Community Forums are monitored by Caspio support staff; however, response times are not guaranteed. These forums are public. Never post account names or passwords. Caspio is not responsible for quality or correctness of answers provided by the community.

Online Help Documentation

Chances are your questions may be already answered on Caspio's HowTo site. In addition to in-depth help documentation, there are also many videos tutorials with step-by-step instructions.

Live Training

Free instructor-led web-based training sessions are available to all customers. These 45 minute sessions are a great way to get up-and-running with Caspio quickly.

Live Support (Phone/Chat)

If your support plan includes Live Support, you can call us at (+1) 650-691-0900 or chat with us anytime during standard support hours Monday through Friday, 7am to 5pm Pacific Time (excluding U.S. holidays).

Ticket/Email Support

The Caspio Support Portal is the recommended method for issue reporting and resolution. You can submit new tickets, upload file attachments, view your open and past tickets, and communicate directly with Caspio support engineers from a central location. Ticket response times are shown in the table above.

Please do not send support inquires via email to Caspio staff or through web forms on the website. Use the support portal if you want a quick answer.

Expert Sessions

Expert Sessions are one-on-one phone or web conference meetings with a Caspio technical expert. Services that can be provided through these sessions are:

• Custom Private Training - These training sessions are for one individual. Additional Expert Sessions may be needed to create a training program around your particular needs and application.
• Project Consultation - Get technical advice on needs analysis, application architecture, table design, integration, security and other in-depth consultation.
• Application Review - A Caspio expert walks through your implementation with you and offers feedback and improvement ideas for architecture, performance, usability and other best practices.
• Security Review - In-depth review of your application from the standpoint of security, including policies, user management, data protection, and API usage.
• Data Cleansing and Manipulation - Provides assistance in data management, importing, exporting, cleansing, rearranging, bulk updates, and any other work related to your data.

New Customer Onboarding

Our new customer onboarding program is a guided, personalized service whereby a Caspio support engineer works with you to create your first app. The goal of onboarding is to save you time and potential frustration of working with a new technology under a tight deadline.

Onboarding is available during the initial 90 days after account sign up, and includes:

• Expert Sessions
  
  • Standard plans receive 2 hours of Expert Sessions
  • Corporate plans and VIP Support receive 6 hours of Expert Sessions during 90 days onboarding, and 1 hour per month thereafter
  • Additional sessions may be purchased at $150 per hour

• Assigned Technical Account Manager (TAM)
  • Corporate plans receive an assigned TAM who provides the onboarding and ongoing Expert Sessions. See more information below

Assigned Technical Account Manager (TAM)

The Technical Account Manager (TAM) is a trusted technical advisor to customers on a VIP Support plan. The TAM works closely with Caspio internal teams such as Professional Services, Operations, Engineering, Product Development and Account Management to make sure your requests are addressed in a timely manner. The TAM role is:

• To serve as your main point of contact for escalated support cases
• To partner with you, understand your goals, and be your advocate at Caspio
• To provide expert sessions including project consultation, best practices, application review, security review, and training

Developer Support

The following areas are outside the scope of standard support. Provided that our team is familiar with your specific programming language, Developer Support can used for assistance in:

• Debugging JavaScript, HTML and CSS
• Customizations that are beyond standard features
• Debugging Web Services API
• Debugging issues with third-party applications and integration including CMS, email programs, ecommerce, etc.
• Debugging issues related to TechTip articles which involve custom HTML or JavaScript

Data Backup and Archiving

Caspio backs up your data and applications daily and archives them for 7 or 14 days for Business Support and VIP Support customers respectively. If you accidentally delete, overwrite, or inadvertently alter a table or DataPage, you may request backup recovery to a specific date within your archiving range.

This service is provided on a per-incident basis and the cost depends on the extent of the recovery. To request, include the following information in a support ticket:

• Names of objects (Tables and DataPages) to be recovered
• Backup date (the date you need to restore from)

System Health Check

Caspio utilizes a third-party monitoring service to check availability and response times of the various Caspio servers on a 24/7 basis. Our system health report is updated every 5 minutes and shows current and historic performance statistics.

Service Level Agreement

Our Service Level Agreement (SLA) is available for VIP Support customers and guarantees that Caspio is financially accountable for service uptime and performance. Additionally, SLA customers receive advance notice of upcoming scheduled maintenance and have an opportunity to request a change of schedule if the maintenance window causes avoidable inconvenience. For more details, refer to the SLA Agreement (or your own signed agreement if applicable).

24/7 Emergency Support

Emergency Support is offered to VIP Support customers for issues that hinder the operation of deployed applications. A special phone number is made available for contacting Caspio after business hours. Emergency Support is not for day-to-day technical questions.