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:
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.
|TERM||SUPPORT IS INCLUDED AS PART OF THE EDGECONNECT SUBSCRIPTION LICENSE|
|WEB-BASED SUPPORT PORTAL||
Unlimited access 24 / 7 / 365 includes software downloads, technical documentation, and online knowledge base
Major and minor features releases; maintenance releases
24 / 7 / 365 In Product / Phone / E-mail / Web
Case Priority Levels:
The customer will determine the initial Priority of each case logged with Silver Peak. The priority reflects the customer’s assessment of the potential adverse impact on its business and must match the Priority Definitions below
If Silver Peak determines that the priority assigned to a customer’s Case does not align with its definitions, we will re-categorize the case (after a review with the customer) to comply with these definitions.
|HW WARRANTY AND MAINTENANCE||
Refer to the EdgeConnect Warranty and Maintenance Policies Data Sheet for further information
*Support is provided in English only at this time.
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.
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.