DDF creation time

[DCIM_Support]

This question was originally posted on DCIM Support by Ara Orujyan on 2018-06-23

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Dears.

I'm forced to request your assistance at community section because there is no any update at my DDF request  since 10th of April.

Really hope to receive any assistance from comunity.

Thanks in advance.

P.S. 

The DDF is really very important for us.

(CID:132656209)

[DCIM_Support]

This answer was originally posted on DCIM Support by Brian Behbehani on 2018-06-23

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Ara, I apologize for the delay. We'll get right on your request and give you an ETA first thing on Monday. Thank you for your patience

(CID:132656212)

[DCIM_Support]

This answer was originally posted on DCIM Support by Glenn Martin on 2018-06-25

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Hi Ara,

I need a set of Modbus polling data to diagnose the issues described in your most recent messages. Instructions and a script have been sent in another email; check your inbox.

Regards,

Glenn Martin

(CID:132656848)

[DCIM_Support]

This answer was originally posted on DCIM Support by James on 2018-06-26

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What time scale should users expect to recieve an update to a DDF request?  I have one that is now two weeks old with no updates.

(CID:132657017)

[DCIM_Support]

This comment was originally posted on DCIM Support by Brian Behbehani on 2018-06-26

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Hi James,

Our typical lead time is approximately 4-6 weeks. We are actively working to bring this down, though that is our current run rate for most requests.

Thanks

(CID:132657215)

[DCIM_Support]

This comment was originally posted on DCIM Support by James on 2018-07-23

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Hi Brian Behbehani, what is the correct process to inquire about a DDF file.  I have requested one over 6 weeks ago and would like an update.

(CID:132667826)

[DCIM_Support]

This comment was originally posted on DCIM Support by Brian Behbehani on 2018-07-23

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Hi James,

Posting here can help raise it's visibility. I apologize for the delay in getting your support request fulfilled. Could you share the ticket id in question? Alternatively, if you could share your full name I can likely find your request that way. You can email me at brian.behbehani@schneider-electric.com directly.

Thanks,

Brian

(CID:132667898)

[DCIM_Support]

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