Support Services

SEPATON offers continuous 24-hour support, worldwide availability, and three support packages to choose from – Bronze, Silver and Gold – in order to address a variety of enterprise customer service needs. In addition, SEPATON virtual tape libraries (VTLs) automatically monitor the status of numerous system parameters and send automated electronic notifications to SEPATON technical support in the event of a hardware failure, environmental issue, or connectivity failure. Intelligent diagnostics enable the system to anticipate potential issues before they occur. SEPATON responds immediately to these alerts to ensure your system maintains maximum availability.

Technical Support Packages

• Bronze Support Program: One year of Bronze support coverage is included with the purchase of every SEPATON hardware or software product. Bronze support enables unlimited access to our support team from 9 AM to 5 PM Eastern time, Monday through Friday (except posted company holidays).
• Silver Support Program: In addition to the support offered by the Bronze program, Silver support customers also have access to a SEPATON Replacement Kit with hard drives, power supplies, fans, ESM, RAID Controllers, HBA, and other key components. Any replacement parts that are not included in the kit are shipped out within four hours.
• Gold Support Program: Gold support customers have unlimited access to SEPATON technical support 24x7x365 from any location worldwide. They also gain access to a SEPATON Replacement Kit and four-hour parts shipment for any components not included in the replacement kit.