Service Desk

About the Dragon1 Service Desk

Dragon1 Inc. provides you with Service and Support for Dragon1.

With our Customer Services and Support, we provide you with a professional online and human Service Desk and Help Desk for users of Dragon1 software.

To make sure you as a user get the support you need in order to make the best possible usage of the Dragon1 Collaboration Platform, we offer you three levels of services.

On this page, we line out these three service levels. If you want more information about what service level fits you best, please contact us via:

Dragon1 ServiceDesk
Dragon1 Inc.
The Netherlands, Europe
Telephone: +31 317 42 08 42
Email: info@dragon1.com

We are pleased to be of service.

Opening Hours

We are open when you work: 9:00 AM - 5:00 PM (GMT+1, The Netherlands)

Target Audience

This page of information is aimed at persons like architects, managers, and CIOs who are concerned with the procurement of Dragon1 user licenses. The services that are described here are aimed at clients and users of Dragon1.

Service and Support Windows

We are a Netherlands-based country with our service desk and want to optimize our contact with you. Below you will find the local hours at which we are available for contact. For more details read the service-level descriptions.

Three levels of services

Dragon1 Inc. recognizes three levels of services for users with a paid license that make use of the Dragon1 Collaboration Platform:

1. Bronze – If you make professional usage of Dragon1.

2. Silver – If you make very frequent usage of Dragon1.

3. Gold – If you use Dragon1 for mission-critical business. For example, if you are a consultancy company offering architecture or project services with Dragon1 to clients.

BRONZE Service Level

The Bronze service level is available to everyone who is in possession of a valid Dragon1 user license (Dragon1 PRO, Dragon1 Business, or Dragon1 ENTERPRISE). For Bronze, no extra fee is charged. The Bronze Service Level holds the following aspects:

Service Desk (Online Assistance) Availability and Response time	The Dragon1 Service Desk is available for online assistance on business working days from 09:00 AM to 05:00 PM (GMT+1) via email, SMS, chat, skype/videoconference, and phone. You can also submit an Architecture Case (a 2-page description of an Architectural Challenge in your organization) to find out how you can at best use the Dragon1. Within 4 hours, you will be contacted that your question or request was received and taken care of. Within 2 business working days, we will respond to your service request of the question with answers and actions. You have access to trained, skilled, and highly qualified personnel who have the right answer to any question at once. In case you run into a problem with the Dragon1 software, you are enabled to administer the incident directly in our online service system. This speeds up finding and solving the problem. Service and support requests in this Bronze Service Level may only be related to the correct usage of the software tool, where what functionality can be found, and what the functionality can be used for. We support you in using Dragon1 Software optimally. Service and support at the Bronze Service Level do not contain services for training and consultancy in the Dragon1 software or the Dragon1 open EA Method.
Online Help and Method	24 x 7 via dragon1.com/help a weekly updated Dragon1 Online Help is provided to you. Also, the Dragon1 EA Method makes a lot of sources and knowledge available to you.
Basic User Tool Instruction	With the provided Basic User Tool Instruction you can get familiar with Dragon1 at your own pace and in your own time.
Continuity (Backup & Restore)	Every dag a backup is created of the shared database (SaaS only). We offer you the possibility to restore data from your cabinets from one week ago.
Availability	Dragon1 is available via https://www.dragon1.com, 24x7, having 2 hours of planned maintenance on Saturday or Sunday from 13:00 GMT+1 - 15:00 GMT+1.
Performance	Dragon1 software SaaS is configured to run in a cloud with a minimal 1 vCPU and 4 GB memory. Normally Dragon1 software responds within 3 seconds to user input. Complex tasks can take up to 10 or 20 seconds throughput.
Safety and security	With SSL, Intruder Detection Lockout, RBAC, and ANTI SQL Injection measures taken Dragon1 software offers a safe and secure environment to work with.
Responsibility	We are responsible for solving and preventing errors in the Dragon1 software. That is why in case of a software problem or software incident report, we start troubleshooting and solving it as quickly and professionally as possible. Normally we start within one business working day with troubleshooting. We are not responsible for direct and indirect issues, problems, failures, defects in computer memory, processor speed, client devices, server devices, network devices, networks, internet and internet connections, application servers, and software platforms (Windows Server, Apache, IIS, etc..) and database server and database management system (SQL Server, Oracle). For hardware and software issues, errors, or failures you can directly or through us contact the service provider that hosts the Dragon1 software. In the case of Dragon1 software, this is for the application server and database environment: www.bit.nl If we notice problems that are not our responsibility to solve, we will proactively contact the service provider or supplier and notify you about them as a client.

For a list of all activities and maintenance actions that are part of this service level, please consult us.

SILVER Service Level

The Silver service Level is available to everyone who is in possession of a valid Dragon1 user license (Dragon1 Business, or Dragon1 ENTERPRISE) and has paid the fee for the Silver service level. For Silver, you pay 30% of your license costs. The Silver service level holds the following aspects, in addition to the bronze service level aspects:

Service Desk (Online Assistance) Availability and Response time	On business working days from 09:00 AM to 05:00 PM (GMT+1), you have access to our Dragon1 Service Desk. Within 4 hours you will be contacted that your question or request was received and taken care of. Within 1 business working day, we will respond to your service request of the question with answers and actions. You have access to trained, skilled, and highly qualified personnel who have the right answer to any question at once. We help you proactively (by tracking and tracing) in the creation of useful architecture products in Dragon1 software and we help you to keep your Dragon1 software and data tidied up, consistent, and clean.
eLearning en Video Conference training	In addition to the Basic User Tool Instruction, we offer you a Basic User Tool training (via eLearning or Video Conference) in Dragon1 and Dragon1 open EA Method for you to get the most out of Dragon1. Also if you want we compose a Dragon1 learning plan.
Continuity (Backup & Restore)	Twice a day backups are made. Backups are archived for 1 month. Application log files are monitored proactively.

For a list of all activities and maintenance actions that are part of this service level, please consult us.

GOLD Service Level

The Gold service level is available to everyone who is in possession of a valid Dragon1 user license (BUSINESS, or ENTERPRISE) and has paid the fee for the Gold service level. The fee for Gold will be negotiated with you because the Gold service level is tailor-made.

The Gold Service level holds the following aspects, in addition to the Bronze Service level aspects:

Service Desk (Online Assistance) Availability and Response time	Seven days per week you have access to our Dragon1 Service Desk from 09:00 AM to 05:00 PM (GMT+1). Within 4 hours you will be contacted that your question or request was received and taken care of. Within 4 hours, we will respond to your service request of the question with answers and actions. You have access to trained, skilled, and highly qualified personnel who have the right answer to any question at once. We help you proactively (by tracking and tracing) in the creation of useful architecture products in Dragon1 software and we help you to keep your Dragon1 software and data tidied up, consistent, and clean. You will be appointed as a personal ServiceDesk employee who monitors your activity in the software tool on a daily basis. You can view this like your own remote functional systems administrator. Your personal ServiceDesk employee will contact you proactively if the situation requires this. Also, this service desk employee will leave hints, tips, and messages behind in the Dragon1 software. For example, the next step would be to take in creating a visual enterprise product.
eLearning en Video Conference training	In addition to the Basic User Tool Instruction we offer you Basic User Tool Training (via eLearning or Video Conference) in Dragon1 and Dragon1 open EA Method for you to get the most out of Dragon1. Also if you want we compose a Dragon1 learning plan and an action plan to set up and create an architecture baseline and keep it up to date.
Continuity (Backup & Restore)	Every hour backups are made. Backups are archived for 1 month. Application log files are monitored proactively.