Overview

CommVault® Support provides a combination of global, flexible, technical support and e-support programs to ensure 100% operation of your CommVault® Simpana® environment, regardless of whether you have enterprise or smaller company requirements.

Our unique approach allows you to:

  • Access a team of Technical Support Representatives to report issues or get answers to questions
  • Visit our 24X7 Self-help website to research any time, day or night
  • Be notified of critical software updates, product enhancements and new releases (when and if available)

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 Support Customers are also given access to assistance and problem resolution aids that will help optimize their deployment of CommVault's data management solutions: from WebEx-based support to our Maintenance Advantage e-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

CommVault Business Critical Support (BCS) support options evolved from a wide range of customers with mission-critical environments of many sizes and complexities – they needed service-level-based care to meet their needs.

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.

 

CommVault Residency Services

As part of CommVault® MANAGE Services, CommVault® Residency Services offers you flexible staff-augmentation options to assist with optimized administration and management of the CommVault® Simpana® software suite. In addition, they accelerate your staff's familiarity with daily administration and support activities. A seamless addition to your team, the Resident Consulting Engineer focuses on the highest value activities to speed the deployment and optimal configuration of your CommVault solution. The Resident Support Engineer helps ensure that your CommVault solution continues to meet Service Level Agreements, based on your functional, operational, and business requirements.

For more information about CommVault Residency Services, please refer to our solution datasheet or feel free to call CommVault Customer Support at 1-877-780-3077 or 732-571-2160.