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.