Celestix Standard Warranty Support
In addition to being extremely reliable, Celestix products are
recognized for being easy to install, configure and manage. Celestix
Standard Warranty Support enhances these features with:
- Advanced-exchange replacement of defective hardware for first 30 days
- 30 days of telephone or Email and Web-based support for installation and configuration assistance during local business hours Access to Celestix's electronic support tools
- All Celestix products include this Standard Support program.
Response Times
We target a eight business hour maximum response time for all new
incoming cases. If a technician is not immediately available to
help you, a support administrator will log your call in our incident
tracking system and issue you an incident number. A technician will
then prudently contact you within the targeted response time guidelines.
Support Hours
08:00hrs - 18:00hrs
Monday - Friday. We are only closed during the following national
holidays:
- New Years Day (January 1st or closest business week day)
- Memorial Day (fourth Monday of May)
- Independence Day (July 4th or closest business week day)
- Labor Day (first Monday of September)
- Thanksgiving Day (Thursday during the fourth week of November)
- Christmas Day (December 25th or closest business week day)
Celestix Basic Support
Celestix Basic Support is 1-year contract service that is designed
for sale to end customers. This
service provides our customers with basic support that includes:
- Advanced-exchange replacement of defective hardware with 24-hour RMA process
- Hardware limited warranty
- Email and Web-based support for installation, configuration and troubleshooting assistance during local business hours
- All Celestix software future feature upgrades and updates.
- Access to Celestix's electronic support tools
Celestix Baisc Support can be purchased from any Celestix reseller
or directly from Celestix. Celestix Basic Support is only available
for customers in the
U.S.
and
Canada
. For more information
contact your local Celestix reseller or sales representative
Celestix Standard Support
Celestix One Standard Support is 1-year contract service that is designed for sale to end customers. This service provides our customers a single point of contact, technical assistance and resolutions for Celestix security solutions. Celestix One Standard Support is an annual service that includes:
- Advanced-exchange replacement of defective hardware with 24-hour RMA process.
- Telephone or web-based support during local business hours.
- Access to Celestix's electronic support tools
- All Celestix software future feature upgrades and updates.
- Notification of patches, upgrades and updates
Response Times
We target a four business hour maximum response time for all new
incoming cases. If a technician is not immediately available to
help you, a support administrator will log your call in our incident
tracking system and issue you an incident number. A technician will
then prudently contact you within the targeted response time guidelines.
Support Hours
08:00hrs - 18:00hrs
Monday - Friday. We are only closed during the following national
holidays:
- New Years Day (January 1st or closest business week day)
- Memorial Day (fourth Monday of May)
- Independence Day (July 4th or closest business week day)
- Labor Day (first Monday of September)
- Thanksgiving Day (Thursday during the fourth week of November)
- Christmas Day (December 25th or closest business week day)
Celestix Support 8x5 can be purchased from any Celestix reseller.
Celestix Support 8X5 is only available for customers in the
U.S.
and
Canada
. For more information
contact your local Celestix reseller or sales representative
Celestix Premium Support
Customers with mission-critical network requirements cannot afford downtime. Celestix One Premium Support is 1-year contract service that is designed for sale to end customers. This service provides our customers 24x7 services, a single point of contact, technical assistance and resolutions for Celestix security solutions. Celestix One Premium Support is an annual service that offers:
- Advanced-exchange replacement of defective hardware with 24-hour RMA process.
- 24x7 Telephone or web-based support.
- Enhanced escalation for high-priority problems
- Access to Celestix's electronic support
- All Celestix software future feature upgrades and updates.
- Notification of patches, upgrades and updates
Response Times
We target a four business hour maximum response time for all new
incoming cases. If a technician is not immediately available to
help you, a support administrator will log your call in our incident
tracking system and issue you an incident number. A technician will
then prudently contact you within the targeted response time guidelines.
Support Hours
Celestix 24x7Support offers support coverage 24 hours a day, seven
days a week. Our Priority Support Team staffs our support center
continuously from 00 00hrs Monday to 23 59hrs Sunday (GMT ?7), and
can help you with any technical issues you might have during these
hours. Emergency coverage for critical issues is available via a
paging service during all other hours and the following national
holidays:
- New Years Day (January 1st or closest business week day)
- Memorial Day (fourth Monday of May)
- Independence Day (July 4th or closest business week day)
- Labor Day (first Monday of September)
- Thanksgiving Day (Thursday during the fourth week of November)
- Christmas Day (December 25th or closest business week day)
Celestix Support 24x7 can be purchased from any Celestix reseller.
Celestix Support 24X7 is only available for customers in the
U.S.
and
Canada
. For more information
contact your local Celestix reseller or sales representative.
Terms and Conditions
Celestix customers must register online or via fax in order to
receive their technical support client id number. Registration data
helps Celestix treat customer requests more quickly. The technical
support client id number is required for all calls to Celestix Technical
Support (North America).
Service provided to: End customers
Invoicing: Annually, in advance
Prerequisites: Software must be at current release or one release
previous.
Dependencies: Third-Party Software applications must have associated
software subscription coverage and support program to be supported
Lead Time: Immediate activation upon successful registration of
service agreement Receivables (to Celestix):
Purchase Order
- Celestix Support Web registration of Service Agreement by Reseller
at https://support.Celestix.com
- End customer must provide serial number of contracted platform
and/or sign electronic licensing agreement prior to software downloads
to ensure entitlement Deliverables (from Celestix):
- Password for secure access to Celestix Support Web
- Invoice for term of service (upon contract initiation/renewal)
Other Fees:
- End customer must accept contract renewal within 60 days of
contract expiration to avoid Contract Reinstatement Charge.
- End customer must return ship advance replaced defective units
at their own expense within 5 days of receipt of A/R. Replacement
Fee equal to full non-discounted price of the product will apply
for any units not received by Celestix within 30 days of Return
Materials Authorization (RMA) initiation.
End-customer Responsibilities:
- Obtain RMA numbers from Celestix TAC, package and ship according
to instructions and timelines
- Pay for shipping to Celestix any defective parts under RMA
procedures
- Pay for any customs and duties associated with product RMA
procedures
- Maintain software at current release, or no later than one
(1) release previous
- Provide accurate site location, contact and specific product
information and notify Celestix of equipment move.
- Endeavor to place all like Celestix products under agreement
(all products at same location should be at similar service levels)
- Maintain personnel with adequate technical expertise and training
to assist Celestix with troubleshooting and problem resolution
Reseller Responsibilities: If support program is sold by reseller:
register product and end customer information for all products to
be supported under this Agreement at Celestix Customer Service and
maintain correct customer information.
Exclusions: This service does not cover the following:
- Altered product, except as authorized by Celestix
- Products installed, operated, or maintained not in accordance
with specifications supplied by Celestix
- Products subjected to unusual physical or electrical stress,
misuse, negligence or accident, or used in ultra-hazardous activities
- Out of revision products (or products shipped more than 36
months prior to contract initiation)
- Non-mandatory hardware changes
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