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.

Dizzion Product Release stages​

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.

End of Life Features/Components​

Once a component or feature has reached End of Life (EOL) status, it will no longer be supported by Dizzion. EOL components or features may be inoperative or completely inaccessible by customers within their Frame tenant or Horizon environment. Customers are responsible for ensuring that they discontinue use of these components or features prior to the EOL date.

All End of Life (EOL) dates for key Frame components/features are posted below. EOL dates are subject to change at any time.