The Viptela Customer Support team is committed to your success. Our experienced network engineers are ready to assist with every step of your Secure Extensible Network (SEN), whether you’re planning a new installation, upgrading an existing network, or seeking prompt resolution to unanticipated issues.
Viptela Customer Support provides:
- 24x7 access to technical support.
- Targeted SLAs for response times.
- Access to all software updates for all releases while your license is valid.
- Viptela’s advanced hardware replacement program.
- A personalized Viptela Support Quarterly Review with regular updates on your key performance indicators.
- Full access to Viptela’s product documentation.
- The option to purchase expert, instructor-led training for your operations and support staff.
All Viptela software licenses—Plus, Enterprise and Professional, depending on the licensed feature set—include Customer Support. Licenses are renewed annually and coverage extends to all hardware with active software licenses.
Support Features In-Depth
Viptela Technical Assistance Center
Access the Viptela Technical Assistance Center (TAC) for problem resolution around the clock, 24 hours a day, 365 days a year. We staff the Viptela TAC with industry experts who are eager to share their knowledge and to address your evolving networking needs. Resolve interoperability issues, validate your migration plan, or have your implementation design reviewed by Viptela Customer Support experts.
Operating System Upgrades
Maximize your investment by updating to the latest version of the Viptela Operating System through the online Viptela Customer Support Portal. Your active support license provides unlimited upgrades for major and maintenance releases, allowing you to stay up to date with new features and improvements for your network.
The Viptela Customer Support Portal provides case management access. The tool allows customers to create and update cases, and to monitor the progress of open issues with Viptela Customer Support.
Access the Viptela Customer Support Portal for case management, product documentation, software downloads, and other resources. Let your operations staff enhance their skills and knowledge by accessing shared knowledge from Viptela network engineers.
Advanced Hardware Replacement
Increase your network reliability with advanced hardware replacement. If a hardware defect or failure is the cause of a network operations problem, replacement hardware can be delivered to the your location as early as the next business day.
The following response time SLAs are included with Enterprise and Professional licenses:
|Priority 1||30 min (24x7)|
|Priority 2||2 Hours (24X7)|
|Priority 3||4 Hours (business hours)|
|Priority 4||8 Hours (business hours)|
Technical Support Summary
|Ticket Management System|
|SLA for Call Back|
|Advanced Hardware Replacement
(next business day)
|Solution and Product Training|
Included in license
Optional, purchased separately