Support

With You Every Step of the Way

From deployment through operations, Silver Peak offers world-class service and support to make your WAN 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.

SD-WAN Support

The following table is for Unity EdgeConnect products. Please see the Unity EdgeConnect SD-WAN Family data sheet for more information.

Term Support is included as part of the EdgeConnect Base subscription license
Web-based Support Portal

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

Software Updates

Major and minor features releases; maintenance releases

Technical Support

24 / 7 / 365 Phone / E-mail / Web

Response Time

2 Hours

Extended Warranty

EdgeConnect hardware purchase options include a 1, 3 or 5-year warranty. Advanced replacement hardware ships the same business day if submitted and verified by 12:00PM local time of the supporting depot.

WAN Optimization Support

The following table is for NX, VX and VRX products. Please see the Silver Peak Support Services data sheet for more information.

*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
EXTENDED WARRANTY WITH ADVANCED
REPLACEMENT

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.

Customer Support Technical Assistance


Training and Certification

Silver Peak training and certification courses available free of charge – teach you the skills that you need to design, deploy, manage and troubleshoot a Silver Peak SD-WAN. Silver Peak training courses are offered in both instructor-led and self-paced online formats, and both offer hands-on labs to give you experience deploying our Orchestrator management software and EdgeConnect SD-WAN appliances. Go to the Training page for more information >>.


New to Silver Peak? Set up your support account.