Customer Support

WANdisco's Customer Support Services provide the stability critical applications require, while not sacrificing dynamic benefits expected from the technology. Our Support Engineers have deep expertise in the technology, and can provide dedicated hands-on assistance. Each of our regional Support Centers is backed by a global infrastructure, to ensure consistent worldwide Support.

WANdisco Customer Support

Our customer support staff are available 24 hours a day, 7 days a week to provide you with legendary support.

• Online Case Tracking System.
     - Submit, Review, Update technical service anytime of the day
• Comprehensive Knowledge Base
     - Solutions to known problems or questions
• Customers help each other
     - Contribute to a User Knowledge Base
     - User Discussion Forums
• Online Access to Service Packs, Patches, and Online Documentation
• Step by step troubleshooter

Contacting Customer Support

We recognize that you may not get the personal attention you need from our Customer Support Website so you can also contact Customer Support by telephone and email.

Optimized Support Programs

WANdisco provides a broad range of support and maintenance services that cover planning, implementation, upgrades and ongoing usage.

To ensure the highest quality support, WANdisco provides a comprehensive Customer Support Plan, which includes our escalation procedures and response time and resolution targets.

Standard Customer Support

Our state-of-the-art Web-based support serviced by our Customer Support Website is available 24 hours a day, 7 days a week. Services include online request for customer support assistance, online case tracking and status updates, self help knowledge base with thousands of solutions to previously asked questions or problems, step-by step troubleshooter and an online customer community where customers worldwide gather to discuss product implementation, and much more.

For questions that require a little more attention, we also offer toll free phone support staffed by support engineers, trained not only on the technology but also on industry best practices to ensure that your WANdisco solutions are fully optimized.

Premium Customer Support

For enterprise deployments of WANdisco products, we provide proactive premium customer support services and assign a dedicated Enterprise Support Manager to proactively notify you of updates and escalate issues for faster resolution. Proactive management of the support relationship will ensure fastest access to most appropriate people and higher priority during the resolution process. The dedicated Enterprise Support Manager is going to ensure the delivery of Premium Customer Support by monitoring support interactions. In addition we offer this service on a 24x7 basis, which means you can contact Customer Support over the phone and around the clock for high severity issues.