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Celestix Support Programs


Relax. We’ve got it.

Providing timely support is paramount to us. Our goal is to enable our customers to focus on what they do best – managing the core competencies of their business. We strive hard to achieve this goal each time, by constantly fine tuning our processes, adhering to the SLAs, being vigilent, and sensitive to our customers’ IT infrastructure. We take pride in our highly qualified, and specialized team of technical support engineers, who consistently strive to ensure that you get the peace of mind you deserve.

Managed Services | Proactive IT Support

Because businesses are becoming largely IT dependent today, customers are seeking proactive support from the Celestix support team. Instead of waiting for things to break, and then open a support case, they now want preventive maintenance, and continuous monitoring to avoid potential issues. Celestix Managed Services has been conceived as a result of; constantly listening to what our customers say, our proven technical expertise, and 15+ years of experience in the industry. The two new additions to our support programs family – Proactive & Proactive+ support, have been designed to offer best-in-class Managed Services to the customers. Proactive+ includes the services of a dedicated Technical Account Manager (TAM), who provides quarterly health checks, monthly system status reports, and most importantly, takes charge of issues before they become critical. With Celestix Managed Services, we’ve redefined IT support as ‘Proactive’ IT support.

Support Programs | Tailored to your custom needs

Celestix support programs have been designed to deliver the specific set of services scaled to your deployment, and technical resources. Besides the excellent technical resources, all of the Celestix support programs also include ‘spare in the air’ advanced hardware replacement, to maximize the up time, and value of your Celestix solutions. Choose the program that suits your custom needs.

Support Services Standard Premium Proactive Proactive*
Basic Support
Reliable technical support for UAG, TMG, Celestix E Series, A Series
Basic ‘How to’ support
Online forum, videos, documents, and Knowledge Base
Email based support
Web based support
Proactive patch and software update notifications
Support hours 8×5 (local) 24×7 24×7 24×7
No. of authorized support contacts 4 6 10 10
Access to 24×7 global support engineers  
24×7 support line  
Accelerated response times  
Priority escalations for critical issues    
Dedicated Toll Free phone number    
Solution Based Support
Access to updates/patches
Remote hardware troubleshooting and analysis
Basic installation support – guided services support
Basic configuration – IPMI Networking
Collaborative 3rd Party assistance  
Advanced firewall configuration – firewall/load balancing    
Advanced hardware and software configuration support    
Managed Services
Direct escalation to Level II engineers    
Remote administration support    
Proactive system monitoring and reporting    
Patch and update migration reviews    
Dedicated Level II/III support engineer (TAM)      
Root cause analysis reporting      
Monthly reports and review calls      
Product and best practices knowledge sharing      
Quarterly System Health Checks      
Onsite troubleshooting*      
Professional services Additional Additional Additional Additional
Hardware Maintenance Support
Advanced hardware replacement *varies by region
Priority hardware replacement    
Term
Support contract term (years) 1, 2, 3 1, 2, 3 1, 2, 3 1, 2, 3

*Call/email us for more information. Terms and conditions apply.