Choose the support program for your needs
At Celestix, we take providing technical support to our customers very seriously. Celestix offers three levels of customer support to deliver the right services scaled to your deployment and your technical resources. Besides the excellent technical resources that all of our support offerings include Celestix customer support also includes “spare in the air” advanced hardware replacement to maximize the uptime and value of your Celestix solutions.
| Support Offerings | 8x5 Support | 24x7 Support | Commitment | Case Open Method |
| Service Level | Severity 1 | |||
Initial response by a technical support engineer following acknowledgement |
1 hour response during normal regional business hours |
1 hour response during normal regional business hours 2 hour response after hours |
Celestix and Customer will commit the necessary resources to resolve the situation or activate RMA process |
Phone |
Initial Response |
Callback or live transfer |
Callback or live transfer |
Celestix will in all instances of a Severity 1 issues try respond via a live call transfer |
|
Local Number Support |
Yes |
Yes |
In region local number support available |
|
Software Updates |
Yes |
Yes |
Celestix will provide software updates for Celestix software as well as Microsoft updates and patches |
|
| Service Level | Severity 2 | |||
Initial response by a technical support engineer following acknowledgement |
2 hour response during normal regional business hours |
2 hour response during normal regional business hours 4 hour response after hours |
Celestix and Customer will commit the necessary resources during normal business hours to resolve the situation or activate RMA process and alternative resources during non-business hours |
Web or email form |
| Initial Response | Callback or live transfer | Callback or live | Celestix will in all instances of a Severity 2 issues try respond via a live call transfer | |
| Local Number Support | Yes | Yes | In region local number support available | |
Software Updates |
Yes |
Yes |
Celestix will provide software updates for Celestix software as well as Microsoft updates and patches |
|
| Service Level | Severity 3 | |||
| Initial response by a technical support engineer following acknowledgement | 24 hour response during normal regional business hours |
24 hour response during normal regional business hours No after-hours support from Sev3 and below |
Celestix and Customer will commit the necessary resources during normal business hours to restore service to satisfactory level | Web or email form |
| Initial Response | Callback | Callback | Celestix will in all instances of a Severity 3 issues try respond via email or phone | |
| Local Number Support | Yes | Yes | In region local number support available | |
| Software Updates | Yes | Yes | Celestix will provide software updates for Celestix software as well as Microsoft updates and patches | |
| Service Level | Severity 4 | |||
| Initial response by a technical support engineer following acknowledgement | 24 hour response during normal regional business hours |
24 hour response during normal regional business hours No after-hours support from Sev3 and below |
Celestix and Customer will commit the necessary resources during normal business hours to restore service to satisfactory level | Web or email form |
| Initial Response | Callback | Callback | Celestix will in all instances of a Severity 4 issues try respond via email or phone | |
| Local Number Support | Yes | Yes | In region local number support available | |
| Software Updates | Yes | Yes | Celestix will provide software updates for Celestix software as well as MS updates and patches |
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. Click here for the Celestix 8x5 Service Agreement
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. Click here for the Celestix 24x7 Service Agreement
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.
