In today’s information economy, enterprise customers are more reliant on their data than ever before. SEPATON’s support services are designed to deliver immediate, complete resolution of your data protection issues. SEPATON offers continuous 24-hour support, worldwide availability, and your choice of three support packages. Our services include help desk issue resolution, integration services, and engineering and software development services.
SEPATON VTLs monitor the status of numerous system parameters and automatically notify SEPATON technical support personnel and your administrator(s) 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 support professionals respond immediately to these alerts to ensure that your system maintains maximum availability.
SEPATON uses a proven support management process to ensure that you receive the fastest, most efficient response to your support calls. Support representatives works with customers to determine the severity level of the issue and to set the appropriate response time and resource based on that level. SEPATON’s expert support team and proven support management process ensures that our customers receive fast, efficient resolution of any issues. Our standardized process of response evaluation and escalation provides all of our customers with the same high quality, customer-focused service.
SEPATON offers three levels of support – bronze, silver, and gold – to address a variety of enterprise customer needs.
- Bronze Support Program
One year of Bronze support coverage is included with the purchase of every SEPATON hardware or software product. With Bronze support, you get free, unlimited access to our support team from 9 AM to 5 PM local time, Monday through Friday (except on posted company holidays), as well as replacement of defective hardware at no additional fee, shipped for next business day delivery.
- Silver Support Program
In addition to the support offered by the Bronze program, Silver support customers can contact our technical support team free of charge during standard business hours (9 AM to 5 PM local time) Monday through Friday including holidays. They also receive four-hour shipment of any replacement parts needed.
- Gold Support Program
Gold support customers receive all of the services included in the Silver program as well as unlimited round-the-clock access to SEPATON technical support from any location worldwide (including holidays).
