Customer Support

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.

SOFTWARE SUPPORT SERVICES

Basic Plus Software Maintenance

  • Software updates.
  • 24-hour access to the RedSeal Support Portal, where you’ll find product documentation as well as training materials and videos.
  • 12 x 5 phone and email access to the RedSeal Customer Service team. Hours: 6 a.m. – 6 p.m. Pacific Time, Monday through Friday, excluding US and RedSeal company holidays.
  • • Initial response from a customer service engineer based on the severity of your issue (see table below).
    Plus
    • Assigned single point of contact
    • Quarterly RedSeal Health Check

SEVERITY

INITIAL RESPONSE TIME

Severity 1
Down, no workaround

Contact within 1 hour

Severity 2
Degraded capabilities, no/impractical workaround

Contact within 4 hours

Severity 3
Degraded, workaround available

Contact within one business day

Severity 4
Question or request for enhancement

Contact within one business day

Premium Plus Software Maintenance

  • 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.

Plus

  • Assigned single point of contact
  • Quarterly RedSeal Health Check
  • Weekly technical touch point sessions with RedSeal experts to review RedSeal findings

SEVERITY

INITIAL RESPONSE TIME

Severity 1
Down, no workaround

Contact within 1 hour

Severity 2
Degraded capabilities, no/impractical workaround

Contact within 4 hours

Severity 3
Degraded, workaround available

Contact within 8 hours

Severity 4
Question or request for enhancement

Contact 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.
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