Premium Support Plan

Your business deserves the best, and we intend to provide the same. Our premium support plan provides a superior personalized support experience that takes care of your network security, while you grow your business. It includes a dedicated account manager, 24 hr. access to support experts, unlimited access to TAC tool, periodic review meetings, on-site support services and more.

Index

» Technical Support Services
» Online Support Services
» Software Support Services
» Security Updates through Email
» Warranty and Replacement Services
» Dedicated account manager
» Review Meetings

Technical Support Services

Remote technical support is provided through

- Phone: 24 x 7 Support
- Email: 24 x 7 Support
- Web: 24 x 7 Support
- Response time: First Response -1 Hour

Online Support Services

- Unlimited access to Knowledge base
24x7 Access to our knowledge-base allowing you access to documentation, product information, manuals, software release notes, etc. Cyberoam Knowledge-base also helps you research common technical issues at your convenience.

- Unlimited access to TACCase collection tool
24x7 Access to our Cyberoam Case Collection Centre allowing you unlimited access to current customer support cases as well as resolved cases

- Onsite Support Services
On-site support is available for Cyberoam products as an additional fee-based service and is provided in cases when both Cyberoam and the customer conclude that the only way to advance a case is through on-site resolution.

Software Support Services

- Hot-Fixes and enhancement upgrades 24x7
- Software andOSupgrades 24x7
- Signature and database update 24x7

- Remote Diagnostics: Under Special Cases, Cyberoam Engineers will perform remote diagnostic & analysis of your Cyberoam Console.

Security Updates through Email

As our Premium customer, you receive periodic notifications via email onOSUpgrades, bugfixes, features etc. as they are released, keeping you up-to-date on the latest enhancements on Cyberoam.

Warranty and Replacement Services

- Limited 1 Year hardware warranty of Cyberoam spares except power supply& fans.
- 4 day return and replacement policy
- Advance Replacement facility: Advance replacement of faulty appliance with new or refurbished replacement unit, shipped next business day following RMA approval.

Dedicated account manager

As a premium customer you always get personalized expert services from our side. A dedicated account manager is provided to you to understand your particular requirements completely. The person works closely with you as an extension to your team, providing you personalized consultation services.

Review Meetings

Our Senior Network Engineers schedule a six-month review meeting with your organization to analyze how your business has evolved, and how Cyberoam can best address your requirements.