 CommVault Customer Support Programs Meet Your Needs, Now and Into the Future
As a CommVault customer, you rely on us to deliver the best software and support so that you can manage your data with the utmost results. To that end, we listen to your needs and anticipate your future requirements. We take this knowledge and design the best support programs to meet your needs at any level, to maximize your productivity and lower your costs.
 Support Plans
CommVault offers the following programs to support your CommVault Simpana® implementation:
Standard Support (7 AM - 7 PM, Monday - Friday)
The Standard package provides broader business coverage with direct access to the CommVault Technical Assistance Center, and is designed to support many customers' needs. This package includes: - Access to the CommVault Technical Assistance Center on regular business days (Monday - Friday), excluding statutory holidays, between the hours of 7 AM to 7 PM (local time) for the location where the software is installed
- 24 x 7 access to the Maintenance Advantage self-help website
- Notification of critical software update fixes
- Web-based support technology
- Reports provided upon request
Premium Support (24 hours a day, 7 days a week)
The Premium package is designed to address mission critical environments since it provides a comprehensive 24 x 7 coverage period. This package includes: - Around-the-clock access to the CommVault Technical Assistance Center (including holidays)
- 24 x 7 access to the Maintenance Advantage self-help website
- Notification of critical software updates, product enhancements and new releases (when available)
- Web-based support technology
- Reports provided upon request
Business Critical Support
Business Critical Support services are an elite set of service offerings for customers with special and critical support needs. They include:
- Silver Level — The Business Critical Support Silver Level goes beyond Premium Support to provide:
- Premier service levels
- Access to a dedicated Technical Support Engineer (TSE) team to ensure issues get priority attention
- A Technical Account Manager (TAM) to direct process and priorities for best issues resolution outcome
- Weekly reporting of call trends and CommCell health
- Three-month engagement provides excellent coverage for upgrades and migration periods
- Gold Level — The Gold Level Business Critical Support option builds upon the Silver Level to provide:
- Premier service levels
- Access to a dedicated Technical Support Engineer (TSE) team to ensure issues get priority attention
- A Technical Account Manager (TAM) to direct process and priorities for best issues resolution outcome
- Quarterly reporting of call trends and CommCell health
- Platinum Level — The Platinum Level Business Critical Support option builds upon the Gold Level to provide:
- Enhanced service levels that have more aggressive response and resolution targets.
- The addition of the Severity 0 for highly critical issues
- Specifically allocated TSE team members add focus to customer environment
- TAM early involvement in Sev 0 and Sev 1 ensures immediate visibility of critical issues
- Weekly issues status reporting
- Monthly Executive Summary
- Use of CommNet feed to provide Business Critical Team with enhanced information on customer CommCells
Resident Support Engineer
For staff augmentation, CommVault provides the Resident Support Engineer (RSE) for six and twelve month engagements. The Resident Support Engineer provides on-site technical consultative support in maintaining the customer's CommVault solution. - First point of contact on support issues
- Excellent complement to Business Critical Support Team, providing on site facilitation of issue diagnosis and resolution
For more information on any of the packages discussed above, please feel free to call CommVault Customer Support at 1-877-780-3077 or 732-571-2160. |
