Customer Support Datasheet

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.

The Viptela Secure Extensible Network (SEN)

The Viptela Secure Extensible Network (SEN)

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.

Case Management
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.

Online Resources
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.

Targeted SLAs

The following response time SLAs are included with Enterprise and Professional licenses:

Priority 130 min (24x7)
Priority 22 Hours (24X7)
Priority 34 Hours (business hours)
Priority 48 Hours (business hours)

Technical Support Summary

24x7check
Ticket Management Systemcheck
Software Updatescheck
SLA for Call Backcheck
Knowledge Basecheck
Advanced Hardware Replacement
(next business day)
check
Design Servicesoptional
Solution and Product Trainingoptional

checkIncluded in license

checkOptional, purchased separately

Contact Viptela Support

To contact support, visit www.viptela.com/support or call 1-800-525-5033 (int’l call 669-253-2500).
You can also Viptela Support by sending an email to support@viptela.com.