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Cymphonix Customer Support Services
Cymphonix Support Process
Cymphonix Support Technicians and our approved resellers partner to create the best outcome for Cymphonix customers. Our resellers are the first line of defense. They work closely with Cymphonix Support Technicians who are highly trained to offer the best customer service possible, as well as technical troubleshooting guidance.
Cymphonix Support Model
Cymphonix Support Technicians are experienced network administrators with high-level technical skills. The customer support our technicians deliver is evaluated on a technician's customer satisfaction as well as their technical capabilities. Support case management includes detailed tracking of technical issues, timely follow up, and active resolution. Our support model goal is to put cases opened through our phone support system in active resolution within one hour, and cases opened through our email support system in active resolution within four hours. Successful case resolution may take longer when technical escalations are required. However, Cymphonix customers are always consulted to make sure the best progress is being made.
Need help with your current appliance?
Online Documentation
Mobile Help - easy access from your Smartphone for Cymphonix products
Contact your authorized Cymphonix reseller.
Authorized resellers open a Contact Services ticket
If you have a service agreement, contact Cymphonix at support@cymphonix.com .
Cymphonix offers live telephone support to authorized partners through our United States call center between 8:00 a.m. and 7:00 p.m., Eastern Time. Call 801-938-1500 for this service.
What to have available when you open a support ticket
Support calls or support cases are tracked by the install location of the appliance. Each call or case requires the following:
- System serial number (located on the System Home Page and on the rear of the chassis)
- Customer name and contact information (if calling with a valid support contract)
- Cymphonix authorized reseller name and contact information
- Problem description
Additional information, including network diagrams, details about other equipment present on the network, and remote access, may be necessary for successful resolution.
Cases are prioritized and assigned based on the severity of impact to the network. This system ensures that critical network situations are addressed first.
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