Overview
As part of the MANAGE Services, CommVault has several support options that maximize your productivity and let you focus on your core business:
- Standard Support
- Standard Support delivers general phone support (local business hours) from the CommVault Technical Assistance Center.
- Premium Support
- Premium Support provides 24x7x365 coverage, plus holidays, support to resolve issues.
- Business Critical Support
- Business Critical Support (BCS) adds a specialized team of Technical Support Engineers (TSE), an assigned Support Account Manager (SAM), and innovative tools to achieve their mission. There are Silver, Gold and Platinum Levels of Business Critical Support.
- CommVault Residency Services
- CommVault® Residency Services offers you flexible staff-augmentation options to assist with the rapid expert deployment of the CommVault® Simpana® software suite. In addition, they accelerate your staff's familiarity with daily administration and support activities.
CommVault is committed to making superior data and storage management solutions a reality for you, our customer. As a result of your input and feedback, CommVault is rapidly expanding the scope and availability of its Customer Support services — because we know that a reduction in needless downtime and unlimited access to your data increases your organization's competitive advantage. Our experts are on hand to help you resolve issues quickly and discuss matters as they arise in your dynamic environment. You'll have excellent communications and great results with the CommVault Support Team, whenever you need them.
CommVault Support Customers are also given access to assistance and problem resolution aids that will help optimize their deployment of CommVault's data and storage management solutions: from WebEx-based support to our Maintenance Advantage on-line support tools.
Standard Support
For those who need general phone support (during local business hours) from the CommVault Technical Assistance Center, Standard Support is a good option. It includes:
- Telephone support Mon-Fri, between 7 AM to 7 PM
- E-Support through the Maintenance Advantage self-help website
- E-notification of critical software updates, enhancements and new releases
- Web E-Support such as Incident Management, Knowledge Database, and CommVault Books Online
- Report mining services available
For more information on Standard support package, please feel free to call CommVault Customer Support at 1-877-780-3077 or 732-571-2160.
Premium Support
This level provides 24x7x365 coverage, plus holidays, support to resolve issues. It includes:
- E-Support via Maintenance Advantage self-help website
- Email notification of critical software updates, enhancements and release
- Web e-Support features like Incident Management, Knowledge Database, and CommVault Books Online
- Web-based support technology
- Reports provided upon request
For more information on Premium support package, please feel free to call CommVault Customer Support at 1-877-780-3077 or 732-571-2160.
Business Critical Support
As part of the MANAGE Services, CommVault Business Critical Support (BCS) support options let you leverage the full value of a support partnership. The ultimate goal of these offerings is to maximize your productivity so you can focus on your core business. The BCS offerings evolved from feedback from a wide range of customers – they needed service-level based care to meet the needs of mission critical environments of many sizes and complexities.
Business Critical Support (BCS) adds a specialized team of Technical Support Engineers (TSE), an assigned Support Account Manager (SAM), and innovative tools to achieve their mission.
Silver Level
Premium Support plus:
- Three-month engagement, ideal for post-implementation or project cycles
- Assigned Support Account Manager
- Priority issues handling and SAM-managed escalations
- Weekly reporting of open issue status
Gold Level
Silver Level plus:
- Assigned Support Account Manager
- Initial issue assigned to Tier 2 TSE
- Quarterly call trend and CommCell® group health reports
Platinum Level
Gold Level plus:
- Aggressive response/resolution service levels
- Severity 0 for Immediate Response
- Assigned Technical Account Manager for on-site consultation and assistance
- SAM early involvement in Sev 0 & 1
- Weekly issues status conference call
- Monthly Executive conference call
- On-site Quarterly Business Reviews
- Five days of on-site Resident Support Engineer engagement
- Remote Monitoring of CommServe® system and Media Agents
- Enhancement feedback to Product Management
- SAM/TAM help for DR Testing and CommServe system version upgrade
For more information on Business Critical Support packages, please feel free to call CommVault Customer Support at 1-877-780-3077 or 732-571-2160.
