Customers under support contract can track technical support calls online via the web by clicking here.
Technical support questions or comments can be submitted via telephone or via email, using the communication form.
We offer four different technical support services programs, allowing customers to choose the level of support service best suited to their budget and operational needs:
||Mission Critical Support |
Our premier service program is for enterprises that demand continuous system availability. Designed to support mission-critical environments, this program focuses on failure prevention, rapid recovery and technical services planning. A team of specialists works proactively with the customer to eliminate potential service issues that could impact system availability. When customers need help, they have immediate access to their designated support team 52 weeks a year, 7 days a week, 24 hours a day. A designated Technical Account Manager (TAM) meets with the customer on a regular basis to review service level and ensure that the services being offered keep pace with the ever-changing business requirements.
||Business Critical Support |
Support designed for customers who need high availability for key business systems; combines proactive services that help them to avoid downtime with outstanding responsiveness to their technical issues. The package includes around-the-clock telephone support plus onsite assistance on weekdays, with options for extensions as required.
||System Support |
Suitable for customers who want to take advantage of our expertise to assist them in supporting selected IT infrastructure. This program includes timely onsite response to help keep the systems up and running or can be configured to include scheduled on-site consultation work on relevant systems at regular intervals.
||Self Support |
It is designed for non-critical computing environments or for customers with competent, organized IT departments that wish to complement their own in-house expertise. It provides a low-cost approach towards the resolution of any hardware and/or software problem by providing telephone support on an as-needed basis, assistance and the necessary hardware parts and replacement services.