Support and Services

Support and Services Overview

Sierraware is committed to keeping customers productive by responding quickly to support requests and providing a detailed documentation, timely software updates, and training and professional services. Our support staff is dedicated to providing timely response and resolution to technical problems to ensure your business success.

Technical Support
Whether it's a new implementation, a product upgrade, or integration services for your custom hardware platform, Sierraware Technical Support will work with you to meet your requirements.

Sierraware offers phone and email support as well as customer education programs. Dedicated online support engineers help end users solve configuration problems and assist customers with product configuration and integration services.

Support Benefits

  • A range of support options that scale with our customers' specific needs.
  • 24 x 7 premier support to quickly respond to worldwide requests.
  • Hardware and software integration services.
  • Unparalleled experience supporting large-scale distributed systems.

Sierraware support programs are simple and flexible: three levels of support address the unique requirements of individual Sierraware customers. The following table provides an overview of the Sierraware support programs and services.

Support Programs

Support Level Silver Gold Platinum
Term 1 Year 1 Year 1 Year
Support Hours 8 AM to 6 PM Local Time 24 x 7 x 365 24 x 7 x 365
Phone and Email Support Yes Yes Yes; expedited response
Access to Online User Community Yes Yes Yes
Software Maintenance Major and minor updates Major and minor updates Major and minor updates
Regular Case Generation and Status Reports No No Yes
Quarterly Onsite Review No No Yes
Dedicated Support Team Member No No Yes