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.

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

SOFTWARE UPDATES

Major and minor features releases; maintenance releases

TECHNICAL SUPPORT

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

RESPONSE TIME

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.

Case Priority Silver Peak Response Initial Response Frequency of Case Updates

P1 – Critical

Total loss of continuous instability of mission critical functionality in a production network

Resources are dedicated 24x7x365 until a solution or workaround is in place

**Customer support may be required for logs and diagnostic information

30 minutes 24x7x365

For cases pending Silver peak action: Daily

For cases pending Customer action: Daily, Mon - Fri

P2 – Major

Issues that are impacting, but not causing total loss of network or system impacting a production network

Resources are available Monday through Friday during local business hours until a resolution or workaround is in place

**Customer support may be required for logs and diagnostic information

60 minutes 24x7x365

For cases pending Silver peak action: Daily, Mon - Fri

For cases pending Customer action: every 2 days, Mon - Fri

P3 – Normal

Performance is significantly impaired and requires additional tuning or, P1 or P2 issues occurring in non-production staging or testing environment

Resources are available Monday through Friday during local business hours until a resolution or workaround is in place

4 hours 24x7x365

For cases pending Silver peak action: every 2 days, Mon - Fri

For cases pending Customer action: twice weekly, Mon - Fri

P4 – Low

Information request or documentation issue. Standard questions on configuration or functionality of products

Resources are available Monday through Friday during local business hours until a resolution or workaround is in place

24 hours 24x7x365

For cases pending Silver peak action: Weekly, Mon - Fri

For cases pending Customer action: every other week, Mon - Fri

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.

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.


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.