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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
Web Knowledge Base
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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