2X Support Service Description
- Global, 20×5 support
- Fast response times for critical issues
- Unlimited number of support requests
- Remote support
- Online access to documentation and technical resources, knowledge base and forums
Our global support staff have years of experience supporting virtual infrastructure products in real-world customer environments. We are committed to deliver the best support service experience.
|Hours of Operation||20 Hours/Day/Region – 5 Days/Week – 260 Days/Year|
|Length of Service||One Year|
|Products Supported||As per Lifecycle announcement|
|Method of Access||Telephone/Email|
|Number of Support Requests||Unlimited|
|Target Response Times||8 Business Hours|
|North America||8.30 a.m. to 7.30 p.m. (CST)|
|Europe, Middle East, Africa (EMEA)||6.30 a.m. to 6.30 p.m. (CET)|
|Australia||7.00 a.m. to 7.00 p.m. (AEDT)|
Note that US customers can dial our US support line from 11:30 p.m. CST to 8:30 a.m. CST. All calls during this timeframe will be answered by our European support team (outside the US).
Customers located outside the US can dial the Outside US support line from 05:30 p.m. CET to 13:30 a.m. CET. All calls will be answered by our US support team.
We provide a 20 x 5 Support Service for all support contract holders.
All US calls received between 7:30 p.m. CST and 11:30 p.m. CST and all Outside US calls between the hours of 13:30 a.m. CET and 05:30 a.m. CET will be redirected to our automated attendant. The automated attendant will direct you on how to submit a ticket via our support system.
|Outside USfirstname.lastname@example.org||+356 22 583 800|
|UKemail@example.com||+44 (0) 203 327 6420|
|Germanyfirstname.lastname@example.org||+49 892 109 48 65|
|Australiaemail@example.com||+61 280 385 046|