Support

Having trouble accessing your Dizzion environment? Need to file a support ticket? Here you can find support guides for checking the Dizzion platform status, creating a support case, and more!

Official Dizzion Support Guide​

Platform Status​

You can check the status of the Frame Platform service at any time by visiting status.dizzion.com

You can also subscribe to email and/or text message updates on scheduled maintenance and other events by clicking on the Subscribe to Updates button at the top right of the page. The status page also features a list of past incidents with timestamps and descriptions for the events.

Contact Support​

If you are experiencing issues with your Dizzion environment (Frame or VMware Horizon) simply have a question, it is easy to contact our support team. Customers may create support tickets through our Support Portal which helps to ensure that communications are accurate and reliable, as some issues may require extensive investigation by support personnel. Follow the steps below to create a support case.

1. Access Dizzion Support​

Start by opening your preferred web browser and navigating to the Dizzion Support Portal. Click the Sign In button in the upper right corner of the page, where you'll be asked to authenticate. From there, enter your credentials.

Enter your C3 login credentials (email address and password), and then click the Sign In button to access your Frame Support account.

2. Navigate to the Service Request Creation Page​

Once logged in, you will land on the Dizzion Support dashboard. Find and click on the Submit a Request button located in the top navigation menu.

3. Start Creating a Service Request​

On the Service Request page, complete the form by selecting the product category:

4. Fill in Service Request Details:​

In the service request creation form, provide the necessary information:

• Subject: Write a concise and descriptive summary of the request.
• Issue Type: What type of issue do you need help with?
• Priority: What is the urgency of your request? Full descriptions of each priority level are listed below.
• Cloud Provider: What infrastructure are you running Frame on?
• Description: Elaborate on the request, providing any relevant details such as error messages, steps to reproduce the issue, and/or any additional context.

5. Add Attachments (if needed)​

Be sure to add any relevant files or screenshots that could assist in understanding the request. From there, click on the Attachments button to upload them or drag and drop them in the designated area.

6. Submit the Ticket​

After filling in all the necessary details, click the Submit button to create the service request.

7. Confirmation and Ticket Tracking​

Upon submission, you will receive a confirmation message or email with the ticket details, including a unique ticket number. Take note of the ticket number for future reference.

You can track your request progress from the Dizzion support dashboard. The assigned engineer will be notified to begin addressing the request.

Definitions of Priority Level and Targeted Initial Response​

If you would like more information regarding Frame's SLA response times, please reference the official Frame Support Guide listed above.

Downloads​

Frame tools/software can be downloaded by customers with C3 accounts by accessing their C3 Dashboard. We also provide links to our tools on our Frame Docs Downloads page.

Dizzion Product Release stages​

* = End of Maintenance (EOM) signifies that a component or service will no longer receive updates, patches, or new features from Dizzion. While EOM components remain functional, they may become vulnerable to security risks, compatibility issues, and performance degradation over time. Customers are strongly advised to migrate to a supported version promptly to maintain optimal functionality and security.

End of Maintenance (EOM) and End of Life (EOL) Components​

Once a component or feature reaches End of Maintenance (EOM) status, it will remain accessible and functional but will no longer receive updates or active support from Dizzion. Customers are encouraged to migrate to a supported version as soon as possible. Documentation will still be available but will be de-prioritized in favor of newer version information, with clear warnings indicating the EOM status.

When a component or feature reaches End of Life (EOL) status, it will no longer be supported or maintained by Dizzion. EOL components or features may become inoperative or completely inaccessible within the Frame tenant or Horizon environment. Customers are responsible for discontinuing the use of these components or features before the designated EOL date.

All End of Maintenance (EOM) and End of Life (EOL) dates for key Frame components and features are posted below. Please note that these dates are subject to change at any time.