Celestix Support Programs
Technical Services and Support Program Overview
At Celestix, we take providing technical support to our customers very seriously. Celestix offers three levels of customer support to deliver the right services scaled to your deployment and your technical resources. Besides the excellent technical resources that all of our support offerings include Celestix customer support also includes “spare in the air” advanced hardware replacement to maximize the uptime and value of your Celestix solutions.
| Support Programs Comparison | ||||
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| Support Options | 8x5 Support | 24x7 Support | Enterprise Support | |
| Product Software Upgrade |  |
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| One-Year Hardware Replacement | |
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| Email Support | |
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| 8x5 Local Number Support | |
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| 24x7 Worldwide Support | |
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| Follow the Sun Issue Resolution | |
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| Tier 2 Support Direct Access | |
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| Technical Account Manager | |
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| Enhanced Issue Escalation | |
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8x5 Support:
Celestix generally recommends the 8x5 support package for IT departments that deploy Celestix products as point solutions and have sufficient technical resources to cope with normal operational issues included in a product’s quick-start guide or operation manual. Celestix delivers 8x5 support via phone and email during normal working hours with a maximum 4-hour response time.
24x7 Support:
IT departments that have larger or more complex deployments, or, prefer to outsource technical resources to a greater degree should consider a 24-Hour customer support package. 24-Hour support delivers technical support 24 X 7 via phone and email. 24-Hour also employs Celestix support teams on other continents to resolve issues in a continuous “follow-the-sun” cycle. Normal response times are 4 hours maximum.
Enterprise Support (Available in US only):
For large-scale deployments and for deployments that use Celestix solutions for layered security and network optimization, Celestix offers Enterprise Support Packages. Enterprise Support includes a dedicated Technical Account Manager (TAM) to resolve issues at your location as well as Enhanced Issue Escalation with two-hour response time guaranteed.
Terms and Conditions:
Celestix customers must register online or via fax in order to receive their technical support client id number. Registration data helps Celestix treat customer requests more quickly. The technical support client id number is required for all calls to Celestix Technical Support (North America).
- Service provided to: End customers
- Invoicing: Annually, in advance
- Prerequisites: Software must be at current release or one release previous.
- Dependencies: Third-Party Software applications must have associated software subscription coverage and support program to be supported
- Lead Time: Immediate activation upon successful registration of service agreement Receivables (to Celestix)
Purchase Order
- Celestix Support Web registration of Service Agreement by Reseller at https://support.celestix.com.
- End customer must provide serial number of contracted platform and/or sign electronic licensing agreement prior to software downloads to ensure entitlement Deliverables (from Celestix).
- Password for secure access to Celestix Support Web.
- Invoice for term of service (upon contract initiation/renewal).
Other Fees:
- End customer must accept contract renewal within 60 days of contract expiration to avoid Contract Reinstatement Charge.
- End customer must return ship advance replaced defective units at their own expense within 5 days of receipt of A/R. Replacement Fee equal to full non-discounted price of the product will apply for any units not received by Celestix within 30 days of Return Materials Authorization (RMA) initiation.
End-customer Responsibilities:
- Obtain RMA numbers from Celestix TAC, package and ship according to instructions and timelines.
- Pay for shipping to Celestix any defective parts under RMA procedures.
- Pay for any customs and duties associated with product RMA procedures.
- Maintain software at current release, or no later than one (1) release previous.
- Provide accurate site location, contact and specific product information and notify Celestix of equipment move.
- Endeavor to place all like Celestix products under agreement (all products at same location should be at similar service levels).
- Maintain personnel with adequate technical expertise and training to assist Celestix with troubleshooting and problem resolution.