Support Service Levels

Each of Harman's support offerings on Marimba includes the following, if and when available:


  • In accordance with the policies set forth below, Harman provides bug fixes, patches or workarounds in order to cause the Product to operate in substantial conformity with its then-current operating documentation
  • Harman provides new releases or versions, to the extent they are furnished to all other enrolled Support customers without additional charge
  • Harman Support can be contacted by way of phone and e-mail as follows:
    Telephone (US): (214) 396 0493
    Toll-Free: (855) 394 1543
    E-mail: customersupport@harman.com

Initial Response goals are relative to the impact of the reported problem on the customer environment.

Support levelHours of operationTarget Initial ResponseSupport Description
Continuous Support S1: 24 hours x 7 days
S2-S4: Local Business Hours (7am-7pm, M-F)
S1 = 1 Clock Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours
Available Marimba expert through system generated sequence
Premier Support S1: 24 hours x 7 days
S2-S4: Local Business Hours on all days(7am-7pm)
S1 = 1 Clock Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours
Dedicated/Shared Marimba expert depending on agreement
Advanced Premier Support S1: 24 hours x 7 days
S2-S4: 24 hours x 7 days
S1 = 1 Clock Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours
Dedicated Marimba expert

Product Upgrades and Updates

Release families containing new features, enhancements and bug fixes come out approximately three times per year. Harman maintains product support in the form of patches and hotfixes for the current family release and the past two releases (n‑2). For older releases, product documentation and community support options are still available.

Customer instances for Marimba Cloud are patched on a quarterly schedule to ensure security, availability and performance. Patch targets are announced ahead of the quarter so the customer can plan ahead.

Cloud and Store Maintenance

Harman notifies users 15 days prior to scheduled maintenance for cloud infrastructure network, hardware or software that might impact their services. The channel store maintenance notification is sent to the customers at least 10 days prior to scheduled maintenance.

Harman targets no more than three hours of downtime due to scheduled maintenance per month.