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.

Feature Production Support
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
Response Method Telephone/Email
Remote Support Yes
Number of Support Requests Unlimited
Target Response Times 8 Business Hours
Business Hours Monday-Friday
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.

Location Email Telephone
Outside US support@2x.com +356 22 583 800
US support.us@2x.com +1-866-970-6262
UK support@2x.com +44 (0) 203 327 6420
Germany support.de@2x.com +49 892 109 48 65
Australia support.au@2x.com +61 280 385 046