Resolve issues quickly with expert tech support.
RedSeal customer support engineers are dedicated to helping customers resolve issues as they work to analyze and improve their network’s resilience. They are experienced professionals with extensive security and networking expertise earned by working hands-on with the world’s largest and most complex networks.
CUSTOMER SUPPORT LEVELS
Premium
RedSeal’s Premium support entitlement includes:
- Software updates
- 24-hour access to the RedSeal Support Portal, where you’ll find product documentation as well as training materials and videos
- 24 x 7 x 365 phone and email access to the RedSeal Customer Support team
Premium Plus
RedSeal’s Premium Plus support entitlement includes:
- Software updates
- 24-hour access to the RedSeal Support Portal, where you’ll find product documentation as well as training materials and videos
- 24 x 7 x 365 phone and email access to the RedSeal Customer Support team
- Assigned single point of contact
- Quarterly RedSeal Health Check
- Up to two technical touchpoint sessions per month with RedSeal experts to review RedSeal findings
RESPONSE TARGETS
When you need help with your RedSeal product, you can easily open a support case by: (1) using the online portal, (2) contacting the RedSeal Customer Support team via phone or email, or (3) asking your RedSeal account manager or customer success manager to open a case on your behalf. When you open a case, you will be asked to select a severity level for your issue. We are committed to delivering exceptional service in a timely manner based on the severity of your issue.
|
SEVERITY LEVEL |
RESPONSE TARGETS |
Severity 1
|
Within 1 hour |
|
Severity 2
|
Within 4 hours |
|
Severity 3
|
Within 8 hours |
|
Severity 4
|
Within 12 hours |
HARDWARE SUPPORT SERVICES (RedSeal physical appliance)
Extended Hardware Support: Customer Returns Drives
- If replacement drives are needed, you must return defective drives to RedSeal under Return Material Authorization.
- Replacement hardware will be delivered within 3 business days.
Extended Hardware Support: Customer Keeps Drives
- If replacement drives are needed, you can keep your defective drives under Return Material Authorization.
- Replacement hardware will be delivered within 3 business days.
