Column Control DTX

Global Visibility Solutions Support

Brochures

World-Class Expertise for World-Class Performance

 

Consistently earning customer satisfaction ratings above 95%, the Global Solution Support team delivers outstanding support backed by deep knowledge and technical expertise. We’re there when you need us, with the know-how needed to maximize ROI and operational efficiency.

 

Highlights of our Global Visibility Solutions Support include:

 

• Rapid response and problem resolution

• Technology lifecycle expertise throughout ramp-up, configuration, debugging, and new feature & services rollout

• Full-service hardware repair and rapid interchange of field-replaceable modules

• Recommendation of new releases and features that support changing  business needs

• Immediate access to the latest software releases including new features, enhancements, and patches

• Fast, easy online access to a extensive library of white papers, black books, product documentation, and license management

• Daily software scans for proactive visibility and fix resolution for popular and zero-day Common Vulnerability Exposures.

 

Global Visibility Solutions Support Programs Description

 

Support Agreement Features

Basic[1]

Essential

Enterprise 24/7

Response time

1-2 business days

2 business hours

2 clock hours

Live support (business hours)

After-hours live support

 

 

24x7x365

After-hours software/hardware upgrades, debug

 

 

24x7x365

Repair service

Return and repair[2]

Advanced hardware replacement[3]

Advanced hardware replacement

Advanced hardware replacement

First 90 days only after new product shipment

Expedited hardware shipment from regional inventory[4]

 

Phone, email, customer portal access (business hours)

After-hours phone, email, customer portal

 

 

24x7x365

Software upgrades and bug fix patches[5]

Resource library 24/7

Customer satisfaction health checks

Dedicated support advocate for escalation and QBR6

 

 

 

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Column Control DTX