Support Services
Sepaton provides 24-hour support, worldwide availability, and your choice of support packages to ensure immediate, complete resolution of your data protection issues. Our comprehensive technical support services include help desk support, issue resolution, integration services, and engineering and software development services.
World-Class Expertise, Worldwide Availability
Sepaton data protection appliances monitor the status of numerous system parameters and use intelligent diagnostics to automatically notify Sepaton technical support personnel and your administrator(s) in the event of a potential issue. Sepaton support professionals respond immediately to these alerts to ensure that your system maintains maximum availability.
Our highly trained, experienced support professionals have an expert knowledge of both Sepaton technology and the leading backup applications used in today’s enterprises. They are supported by an infrastructure and knowledge-base which enable both a quick response and comprehensive satisfactory resolution. We use a standardized process of response evaluation and escalation to ensure that all of our customers receive the same high quality, customer-focused service.
Technical Support Packages
Sepaton offers two technical support packages* – Basic and Enhanced – to address your enterprise site requirements.
Basic Support Program
The basic support program provides access to our support center Mon–Fri 8a-5p local time excluding holidays call logging, online technical support, remote monitoring, corrective maintenance, replacement parts, micro code updates, software updates, engineering and field changes and preventive maintenance. Replacement of non critical parts are provided next business day through our global logistics and field service network.
Enhanced Support Program
The enhanced support program provides the services described in the basic support program (above) plus unlimited round-the-clock access to Sepaton technical support from any location worldwide as well as four-hour on-site response times for critical events (as required) and four-hour critical parts replacement.
*Some restrictions may apply. Contact your Sepaton representative for details.
