Support

With You Every Step of the Way

From deployment through operations, Silver Peak offers world-class service and support to make your data acceleration simple, secure, and cost effective. Find the support you need:


Technical Support

We offer a variety of hardware and software support programs including 24/7 telephone technical support, parts exchange, and software subscription services. You can also access our secure support site where you can find everything from software upgrades and tech tips to product documentation and release notes.

*NX-x700 models only
  GOLD PLATINUM
TERM Annual (Multi-year Plans Available) Annual (Multi-year Plans Available)
WEB-BASED SUPPORT PORTAL

Unlimited access 24 / 7 / 365  Includes: software downloads, technical documentation, and online knowledge base

Unlimited access 24 / 7 / 365  Includes: software downloads, technical documentation, and online knowledge base

SOFTWARE UPDATES Major and minor feature releases;
maintenance releases
Major and minor feature releases;
maintenance releases
TECHNICAL SUPPORT 24 / 7 / 365
Phone / e-mail / web
24 / 7 / 365
Phone / e-mail / web
RESPONSE TIMES 4 Hours 2 Hours
TECHNICAL ESCALATION Yes Yes (Priority)
EXTENDED WARRANTY WITH ADVANCED
REPLACEMENT VIA PRIORITY OVERNIGHT
SHIPMENT

Ships same business day if submitted and verified by  12:00PM local time of the supporting depot.

Ships same business day if submitted and verified by 12:00PM local time of the supporting depot.

CONVERT PHYSICAL TO VIRTUAL Convert NX hardware appliance to equivalent VX perpetual license at any time, free of charge*. Valid only with current maintenance contract. Convert NX hardware appliance to equivalent VX perpetual license at any time, free of charge*. Valid only with current maintenance contract.

Silver Peak Support Services


Customer Support Technical Assistance


Training (SPX Certification)

Get educated about Silver Peak technology and products with Silver Peak eXpert (SPX) Certification. You’ll learn about key WAN fundamentals, gain an in-depth understanding of how to deploy, monitor, troubleshoot and manage a Silver Peak-enabled WAN, and discover how to track and report key statistics about application and network behavior. Download course description PDF.


WANstart

Learn how to deploy data acceleration in your environment. You’ll benefit form best practice tools and advice, as well as 24-hour access to our product experts.


WANcheck

Tap into our experts to review your deployment scenarios, assess ongoing metrics, and get best practice recommendations to ensure your Silver Peak products are delivering maximum value.


AutoSupport

Take advantage of around-the-clock remote monitoring and analysis of your Silver Peak product performance.


New to Silver Peak? Set up your support account.