Global Visibility Solutions Support
Brochures
World-Class Expertise for World-Class Performance
Consistently earning customer satisfaction ratings above 95%, the Global Solution Support team delivers outstanding support backed by deep knowledge and technical expertise. We’re there when you need us, with the know-how needed to maximize ROI and operational efficiency.
Highlights of our Global Visibility Solutions Support include:
• Rapid response and problem resolution
• Technology lifecycle expertise throughout ramp-up, configuration, debugging, and new feature & services rollout
• Full-service hardware repair and rapid interchange of field-replaceable modules
• Recommendation of new releases and features that support changing business needs
• Immediate access to the latest software releases including new features, enhancements, and patches
• Fast, easy online access to a extensive library of white papers, black books, product documentation, and license management
• Daily software scans for proactive visibility and fix resolution for popular and zero-day Common Vulnerability Exposures.
Global Visibility Solutions Support Programs Description
Support Agreement Features |
Basic[1] |
Essential |
Enterprise 24/7 |
Response time |
1-2 business days |
2 business hours |
2 clock hours |
Live support (business hours) |
• |
• |
• |
After-hours live support |
|
|
24x7x365 |
After-hours software/hardware upgrades, debug |
|
|
24x7x365 |
Repair service |
Return and repair[2] |
Advanced hardware replacement[3] |
Advanced hardware replacement |
Advanced hardware replacement |
First 90 days only after new product shipment |
• |
• |
Expedited hardware shipment from regional inventory[4] |
|
• |
• |
Phone, email, customer portal access (business hours) |
• |
• |
• |
After-hours phone, email, customer portal |
|
|
24x7x365 |
Software upgrades and bug fix patches[5] |
• |
• |
• |
Resource library 24/7 |
• |
• |
• |
Customer satisfaction health checks |
• |
• |
• |
Dedicated support advocate for escalation and QBR6 |
|
|
• |