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Silver Peak offers premier service and support to complement its best-in-class network acceleration appliances. From deployment through operations, Silver Peak has the world-class expertise needed to make WAN acceleration simple, secure, and cost effective.
Customers and partners can select the right services for their individual business requirements:
Technical Support Services
Silver Peak offers a variety of hardware and software support programs to ensure our customer's success, including 24X7 telephone technical support, parts exchange, and software subscription services. Customers have access to a secure support site where they can find a variety of useful information, from software upgrades and tech tips to product documentation and release notes.
Different levels of support are available to meet individual customer needs. Below is a high level overview:
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GOLD |
PLATINUM
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| TERM |
Annual
(Multi-year Plans Available) |
Annual
(Multi-year Plans Available) |
| WEB-BASED SUPPORT PORTAL |
Unlimited access
24 x 7 x 365
Includes software downloads, technical documentation, and online knowledge base
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Unlimited access
24 x 7 x 365
Includes software downloads, technical documentation, and online knowledge base
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| SOFTWARE UPDATES |
Major and minor feature releases; maintenance releases |
Major and minor feature releases; maintenance releases |
| TECHNICAL SUPPORT |
24 x 7 x 365
Phone / e-mail / web
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24 x 7 x 365
Phone / e-mail / web
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| RESPONSE TIMES |
4 Hours |
2 Hours |
| TECHNICAL ESCALATION |
Yes |
Yes (Priority) |
| EXTENDED WARRANTY WITH ADVANCED REPLACEMENT VIA PRIORITY OVERNIGHT SHIPMENT |
Ships same business day if
case is submitted and verified by 12:00 PM Pacific Time* |
Ships same business day if
case is submitted and verified by 12:00 PM Pacific Time* |
*Not Available in all areas.
Training (SPX Certification)
Silver Peak eXpert (SPX) Certification educates IT professionals on Silver Peak’s technology and products, while providing background information on key WAN fundamentals. Individuals that complete SPX certification attain an in-depth understanding of how to deploy, monitor, troubleshoot and manage a Silver Peak-enabled WAN, as well as how to track and report key statistics pertaining to application and network behavior.
WANstart
Silver Peak offers the WANstart program to facilitate the deployment of WAN acceleration in complex enterprise environments. By combining best practice tools and advice with 24 hour access to Silver Peak product experts, WANstart makes it fast and easy to roll out Silver Peak NX appliances and Global Management System (GMS).
WANcheck
Silver Peak experts proactively review customer deployment scenarios, assess ongoing metrics, and provide best practice recommendations to ensure Silver Peak products are delivering maximum value.
AutoSupport
Silver Peak's AutoSupport Service delivers around-the-clock remote monitoring and analysis of Silver Peak NX, VX, and VRX appliances.
For additional information, please contact your local Silver Peak representative or email support@silver-peak.com.
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