Arkeia Software offers three levels of Technical Support for both software and hardware products. Technical support is provided from two locations: our corporate headquarters in San Diego, California, USA, and our EMEA headquarters in Paris, France.
Most technical support issues are resolved using our Technical Support Ticket System. This web-based system allows us to direct your submittal to the right technical resource, ensures that no communication is ever misplaced, and allows us to track the promptness of our responses.
Some issues are best resolved with remote system intervention, via either SSH or screen sharing. Of course, Internet access (SSH or HTTP) from a machine with access to the backup servers is necessary to allow such intervention.
|Support Incidents per Year||Unlimited||Unlimited||Unlimited|
|Knowledge Base Access||Yes||Yes||Yes|
|Remote Intervention (SSH or screen-sharing)||---||---||Yes|
|Support Provided on these days||Business||Business||365 days / year|
|Response Time (hours)|
|Business-hours for all issues||8||4||1|
|Non-business hours for emergency restore||---||---||1|
|Designated contacts (named individuals)||1||2||5|
|Hardware parts replacement (business days)||5||3||1|
|Hardware warranty (years) included with purchase||1||1||1|
|Minimum annual support commitment||---||---||$10,000|
|Additional year of maintenance||18%||30%||50%|
|Uplift (from bundled first-year) based on list price||---||11%||27%|
Technical support services are priced as a percentage (shown in the table above) of the list price of the software or appliances to be supported. Service contracts are available for 1-, 2-, 3-, 4-, and 5-year periods.
Service contracts are sold only bundled with product updates/upgrades. Contact your sales rep for more details.