8x5 Support
Celestix generally recommends the 8x5 support package for IT departments that deploy Celestix products as point solutions and have sufficient technical resources to cope with normal operational issues included in a product’s quick-start guide or operation manual. Celestix delivers 8x5 support via phone and email during normal working hours with a maximum 4-hour response time.
24x7 Support
IT departments that have larger or more complex deployments, or, prefer to outsource technical resources to a greater degree should consider a 24-Hour customer support package. 24-Hour support delivers technical support 24 X 7 via phone and email. 24-Hour also employs Celestix support teams on other continents to resolve issues in a continuous “follow-the-sun” cycle. Normal response times are 4 hours maximum.
Enterprise Support (Available in US only)
For large-scale deployments and for deployments that use Celestix solutions for layered security and network optimization, Celestix offers Enterprise Support Packages. Enterprise Support includes a dedicated Technical Account Manager (TAM) to resolve issues at your location as well as Enhanced Issue Escalation with two-hour response time guaranteed.
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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Large or complex deployments often require added network expertise. North Star Services provides the professional services you need to make your deployments go smoothly and cost effectively. 
