Support
Support & SLA
Enterprise support programs designed to keep your infrastructure running at peak performance.
SLA Tiers
Choose Your Support Level
Flexible support options to match your operational requirements and budget.
Silver
- Business hours support (8AM-5PM)
- Email & phone support
- Remote diagnostics
- Next business day parts
- Online support portal
- Quarterly health reports
Gold
- 24/7 support coverage
- Priority phone queue
- Remote & on-site support
- Same-day parts (major metros)
- Dedicated support team
- Monthly health reports
- Firmware & update management
Platinum
- 24/7/365 coverage
- Named support engineers
- Guaranteed 15-min response
- On-site spare parts depot
- Proactive monitoring
- Weekly health reviews
- Priority OEM escalation
- Quarterly business reviews
Coverage Options
Support Models
Business Hours
Standard business hours coverage, Monday through Friday. Ideal for non-critical workloads.
Around the Clock
Round-the-clock coverage for production workloads that run outside business hours.
Named Engineers
Dedicated support resources who know your environment and are always available.
Process
Escalation Flow
Clear escalation paths ensure issues are resolved quickly and effectively.
Help Desk
Initial contact, ticket creation, basic troubleshooting
Technical Support
Advanced diagnostics, remote remediation, knowledge base
Engineering
Complex issues, root cause analysis, on-site dispatch
OEM Escalation
Vendor engineering engagement, firmware issues, RMA
Emergency
Emergency Contact
24/7 Emergency Hotline
For critical system failures requiring immediate response
Get the Support You Need
Let's design a support program tailored to your infrastructure and uptime requirements.