We've Got Your Back

Welcome to CTERA Support, where you can troubleshoot issues on your own or tackle them with the help of CTERA support professionals available 24×7. While we hope you never have a problem, you can rest easy knowing that we’re here if you need us.

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  • Documentation

    Access our extensive library of product information

    Documentation

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    Knowledge Base

    Troubleshoot your issue by searching our robust Knowledge Base

    Knowledge Base

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    Support Portal

    Log in to submit a ticket and let us know what's going on

    Support Portal

CTERA Support Services

A brief overview of what we offer:

  • Enterprise Support
    • 24/7 availability to resolve your issues and ensure your success
    • Leverage our trusted staff of CTERA experts – no out-sourcing here
  • Professional Services
    • Flexible on-site and remote support services
    • Project consultations and implementations
  • Training
    • Hands-on training provided by CTERA instructors
    • Become a CTERA Certified Administrator (CCA)

CTERA Support Plans

CTERA Cloud Care

CTERA Premium Cloud Care 1

CTERA Enterprise Support 2

Technical support availability During regular business hours 24x7x365 3 24x7x365 3
Telephone support During regular business hours 24x7x365 3 24x7x365 3
Software updates 9 9 9
Extended product documentation 9 9 9
Priority queuing of all support tickets 9 9
Technical Account Manager (TAM) 9
Periodic architecture review 9
Upgrade and migration planning assistance 9
Periodic account reviews 9
Professional Services 5 days 4

1 Premium Cloud Care available for Enterprise customers only, that meet pre-defined CTERA criteria (Please contact your CTERA sales person / partner for details).
2 Premium Cloud Care is a pre-requisite for obtaining CTERA Enterprise Support.
3 Support outside of regular CTERA business hours is only available for critical severity cases.
4 Per subscription year. The five days are limited to a maximum of two visits.
* End of support notice

“CTERA Support is great!”

Jeff Pisano - Vice President of Operations, The Carlyle Group
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