Jeff Pisano - Vice President of Operations, The Carlyle Group“CTERA Support is great!”
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.
Get Started
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Documentation
Access our extensive library of product information
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lKnowledge Base
Troubleshoot your issue by searching our robust Knowledge Base
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}Support Portal
Log in to submit a case and let us know what's going on
CTERA Support Services
A brief overview of what we offer:
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- Enterprise Support
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- 24/7 availability to resolve your issues and ensure your success
- Leverage our trusted staff of CTERA experts – no out-sourcing here
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- Professional Services
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- Flexible on-site and remote support services
- Project consultations and implementations
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- Training
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- 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 |
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| 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