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.
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 | |||
| Extended product documentation | |||
| Priority queuing of all support tickets | |||
| Technical Account Manager (TAM) | |||
| Periodic architecture review | |||
| Upgrade and migration planning assistance | |||
| Periodic account reviews | |||
| 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