Customer Support Offerings

LeftHand SAN Basic Support

One year hardware (platform) support included on new purchases
Software updates included (remote installation not included)
8 am to 5 pm, Customer Time Zone, Monday-Friday toll-free telephone support, excluding national and LeftHand published holidays
Next business day, best efforts, break-fix delivery on parts
Two-hour response / callback
Remote hardware diagnostics and SAN/iQ software support
Unlimited access to the Customer Resource Center Knowledge Base for frequently asked questions, Product Manuals, How-To's, etc.
Support via e-mail, 8 am to 5 pm, US Mountain Time Monday-Friday, Next-Business-Day response, excluding national and LeftHand published holidays, for non-critical issues

One year hardware (platform) support included on new purchases
Software updates included
Remote software installation of updates by certified engineers
24x7 toll-free access to LeftHand Networks Support Engineers
30 minute response / callback
Four-hour on-site parts, where available
Remote hardware diagnostics and SAN/iQ software support, including Health Check Tool Automatic Feedback
Support via e-mail, 8 am to 5 pm, US Mountain Time Monday-Friday, next business day response, excluding national and LeftHand published holidays for non-critical issues
On-site Engineer response for hardware or software escalations, when necessary and available
Customer determines severity level for reported incidents
Assigned Technical Account Manager for critical issues
Application, database connectivity, and case management support
Collaborative support with third-party vendors
Unlimited access to the Customer Resource Center Knowledge Base for frequently asked questions, Product Manuals, How-To's, etc.