Contact Support
Phone
888.374.6124
(US and Canada)
1.855.593.2861
(International)
E-mail
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The strongest customer support team in the industry
"Unitrends' product … is supported to a degree of excellence not common in our industry."
– Craig Nelson, McLean County Government
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Unitrends’ investment in customer support sets us apart. It is our support team that makes us more than a product: we are your partner in data protection. The Unitrends support team is U.S.-based and available 24x7. Unitrends Backup Appliance Support Levels |
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| Maintenance, Support, and Warranty | Silver | Gold | Platinum | Business Critical |
| INFORMATION | ||||
| Training Videos | ✓ | ✓ | ✓ | ✓ |
| Knowledgebase | ✓ | ✓ | ✓ | ✓ |
| Customer Blog | ✓ | ✓ | ✓ | ✓ |
| FIRMWARE AND SOFTWARE UPGRADES | ||||
| E-notification of upgrades and releases | ✓ | ✓ | ✓ | ✓ |
| Firmware upgrades | ✓ | ✓ | ✓ | ✓ |
| Software maintenance upgrades | ✓ | ✓ | ✓ | ✓ |
| New software feature releases | ✓ | ✓ | ✓ | ✓ |
| HARDWARE | ||||
| Hardware parts warranty | ✓ | ✓ | ✓ | ✓ |
| Next day shipment parts replacement shipment | ✓ | ✓ | ✓ | ✓ |
| 3-5 business day replacement unit quick shipment | ✓ | |||
| 5-10 business day replacement unit shipment | ✓ | |||
| RapidReplacementTM next-business day unit shipment | ✓ | ✓ | ||
| RESPONSIVE SUPPORT | ||||
| Free membership to forums | ✓ | ✓ | ✓ | ✓ |
| Web-based self-service support portal | ✓ | ✓ | ✓ | ✓ |
| Telephone support | ✓ | ✓ | ✓ | ✓ |
| Monday-Friday 8:00AM to 5:00PM support | ✓ | ✓ | ✓ | ✓ |
| Standard SLA response | ✓ | ✓ | ✓ | ✓ |
| Support of the appliances and software we provide | ✓ | ✓ | ✓ | ✓ |
| Customer LAN assistance | ✓ | ✓ | ✓ | |
| Customer environment assistance | ✓ | ✓ | ✓ | |
| Customer WAN assistance | ✓ | ✓ | ✓ | |
| 24x7x365 support | ✓ | ✓ | ||
| Dissimilar BareMetal driver identification, location, download, and installation from third-party sources | ✓ | ✓ | ||
| Assigned support account manager | ✓ | |||
| Support manager remote monitoring of appliance and agents | ✓ | |||
| PROACTIVE SUPPORT | ||||
| Automated proactive monitoring (if enabled) of early indicators of issues | ✓ | ✓ | ✓ | ✓ |
| Monthly call trend report | ✓ | |||
| Monthly review of account | ✓ | |||
| Weekly review of account | ✓ | |||
| Monthly review of all strategies | ✓ | |||
| Monthly health-check review | ✓ | |||
| Biannual DR test planning/consultation | ✓ | |||
| ENGAGEMENT PERIOD AVAILABLE | ||||
| Three-year engagement available | ✓ | ✓ | ✓ | ✓ |
| Year-by-year engagement available | ✓ | ✓ | ✓ | ✓ |
| Quarter-by-quarter engagement available | ✓ |
