Support

Here at Silver Peak, we take pride in our products, services, culture, and everything we do for your business. Your success is very important to us as you use our SD-WAN products to realize cost savings, increased productivity, and reduce complexity just like thousands of our other customers enjoy today.

Support is included as part of your EdgeConnect subscription license. To help you with your SD-WAN journey, we offer you the following support.


Technical Assistance Center

Our group of highly skilled support engineers are here to help you from deployment through the day-to-day operation of your SD-WAN solution. Offering a follow-the-sun-model, our expert staff is available 24/7/365 to help you with your SD-WAN questions or unexpected issues that might arise.

Priority levels and Initial SLAs

Silver peak offers the best-in-class response times to your cases. We are committed to ensuring each case is addressed quickly and resolved to your satisfaction:

Escalations

In addition to best-in-class response times, Silver Peak provides an escalation path to ensure the right level of attention is provided to resolve issues. If you experience any issues or the priority level of your cases changes, please call the Support Line listed above and the Manager on duty will ensure your case is addressed.

Software Maintenance

Silver Peak performs monthly system maintenance of our Cloud Portal (Licensing application) on the 2nd Saturday of each month. During this 3-hour maintenance window the Cloud Portal application will be inaccessible to Orchestrator and Unity EdgeConnect appliances for any new license activations and upgrades. Please note this will not impact your SD-WAN network.

  • When: 2nd Saturday of each month, 3-hour window
  • Start: Saturday, 9:00 PM, Pacific Time
  • End: Sunday, 12:00 AM, Pacific Time

Warranty and Optional Hardware Maintenance Options – (RMA)

The quality of Silver Peak products is backed by our standard warranty policy of one (1) year against any hardware defects, quality, and performance. We also offer optional Renewable Hardware Maintenance Options for added protection. For more information go to: https://www.silver-peak.com/resource-center/unity-edgeconnect-warranty-and-renewable-hardware-maintenance-policies

Silver Peak Training and Certifications

Silver Peak offers a broad range of training opportunities that will enable you to maximize the return from your Silver Peak investment. Whether you want to learn about our features and capabilities, brush up on specific topics, or become a certified SD-WAN expert, it is all available to you on a complimentary basis. We encourage you to take advantage of this incredible resource. For more information go to: https://www.silver-peak.com/support/training

Enterprise Deployment Solution - Silver Peak Assist

When an enterprise chooses a “do it yourself” (DIY) approach, the enterprise procures, owns, configures, deploys and manages the SD-WAN equipment, software and network connectivity. For an enterprise IT team that prefers to obtain professional technical assistance for their DIY deployment, Silver Peak Assist is an optional, rapid deployment service.

Silver Peak Assist

Silver Peak Assist

Silver Peak Assist is a subscription service that provides Silver Peak enterprise customers with technical assistance through the deployment phase of the Unity EdgeConnect™ SD-WAN edge platform. Silver Peak Assist is designed to help customers to assess their unique deployment needs, offer high level support through the deployment phase, and coordinate with certified Silver Peak partners for on-site deployments. This is a 24/7 virtual deployment “white glove” support desk for all Enterprise Customers and to ensure smooth and successful deployments.


An enterprise customer can then select from the following list of services tailored for their requirements:

SD-WAN Data

Please see the Unity EdgeConnect SD-WAN Family data sheet for more information.

WAN Optimization Data

Please see the Silver Peak Support Services data sheet for more information.


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