Copyright © 2014, Viptela, Inc.  

SUPPORT DATASHEET

Overview

The Viptela Customer Support team is committed to your success. Our experienced network engineering support team provides timely resolution to your product issues.

Figure 1: The Viptela Secure Extensible

Network  

 

Viptela provides its customers 24x7 support throughout the year as part of their license. Customers are also guaranteed access to all software updates for all releases while their license is valid.

Customers may obtain Viptela’s hardware replacement programs which includes Advanced Hardware Replacement.

Customer Support offers a range of options, providing planning and design consultation for new installations and for upgrades and modifications, training your operations and support staff, and responding to unanticipated needs.

A personalized Viptela Support Quarterly Review provides regular updates on your key performance indicators to help you streamline processes, isolate issues, and improve your market offerings.

Support Packages Viptela software licenses---basic, enterprise and pro, depending on the licensed feature set---include Customer Support. Licenses are renewed annually and coverage extends to all hardware with active software licenses. Viptela has two Customer Support packages. Basic (for basic software license):

• Full ticketing • Software updates

Advanced (for enterprise and pro software licenses): • All features of the basic package • Guaranteed SLAs for response times • Access to Viptela Knowledge Base for

advanced documentation • Quarterly solution update

LTE

METRO-EINTERNET

MPLS

SECURE ROUTING

SEGMENTATION CENTRALIZEDPOLICY

   

Copyright © 2014, Viptela, Inc.  

Features The primary services provided as part of the Viptela Support platform include the following.

Viptela Technical Assistance Center

Access to the Viptela Technical Assistance Center for problem resolution is available around the clock, 24 hours a day, 365 days a year. Viptela staffs its TAC with industry experts eager to share their knowledge to resolve your issues and to address your evolving networking needs. Resolve your interoperability issues, validate your migration plan or have your implementation design reviewed by Viptela Customer Support experts.

Operating System Upgrades

Maximize your investment by updating to the latest version of the Viptela Operating System through the online Viptela Customer Support Portal. Your active support license provides unlimited upgrades for major and maintenance releases, allowing you to stay up to date with new features and improvements for your network.

Case Management

The Viptela Customer Support Portal provides case management access. The tool allows customers to monitor in real-time the progress of their open issues with Viptela Support.

Online Resources

Access the Viptela Support website for product documentation, software downloads, and discussion forums. Open, update and manage your support cases. Have your operations staff enhance their skills and knowledge by joining communities and accessing best practices documentation

Advanced Hardware Replacement

Increase your network reliability with advanced hardware replacement. If a hardware defect or failure is the cause of network operations problem, replacement hardware can be delivered to the customer location as early as the next business day.

   

   

Copyright © 2014, Viptela, Inc.  

Guaranteed  SLAs  

As part of the professional and enterprise licenses, the following response time SLAs are included in the support package:

  Advanced  

Priority 1   30 min (24x7)  Priority 2   2 Hours (24X7)  Priority 3   4 Hours (business hours)  Priority 4   8 Hours (business hours)  

Support  Package  Summary   Basic Advanced

24X7 ✔ ✔

Ticket Management System ✔ ✔

Software Updates ✔ ✔

Feedback forum ✔ ✔

SLA for call back ✔

Knowledge Base - FAQs, Blogs, forums, user communities, best practice documents

✔

Advance Replacement (next business day) ✔

Quarterly Solution Update (Webcast) ✔

Design Services O O

Solution and Product Training O O

� Included in license O Optional purchased separately

Find out more For more information, visit www.viptela.com or contact your local sales representative at sales@viptela.com. To contact support, visit www.viptela.com/support or call 1-800-525-5033.