Support programs

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We prioritize timely support for our customers, allowing them to focus on their core business. Our specialized team of support engineers consistently fine-tune processes and adhere to SLAs, ensuring the peace of mind that our customers deserve.

Managed Services | Proactive IT Support

Celestix Managed Services provides preventive maintenance and continuous monitoring to avoid potential IT issues for businesses that rely on IT. Proactive & Proactive+ are the two new additions to the support programs that offer best-in-class Managed Services. Proactive+ includes the services of a dedicated Technical Account Manager (TAM) who takes charge of issues before they become critical. With 15+ years of experience in the industry, Celestix Managed Services has redefined IT support as “Proactive” IT support.

Professional Services

Celestix offers Professional Services to design, implement, and optimize secure and flexible solutions for remote access and security. Our experts have extensive experience catering to large networks and can help increase security, reliability, and cost-effectiveness while meeting the customer's requirements.

For more information contact: [email protected]

Support programs | Tailored to your custom needs

Our support programs have been designed to deliver the specific set of services scaled to your deployment, and technical resources. Besides the excellent technical resources, all of the Celestix support programs also include ‘spare in the air’ advanced hardware replacement, to maximize the up time, and value of your Celestix solutions. Choose the program that suits your custom needs.

Support Services Standard [i] Premium [i] Proactive [i] Proactive+ [i]
Basic Support
Reliable technical support for MFA/2FA, Celestix E Series, A Series, ADFS, TMG, UAG
Basic ‘How to’ support
Online forum, videos, documents, and Knowledge Base
Email based support
Web based support
Proactive patch and software update notifications
Support hours 8×5 (local) 24×7 24×7 24×7
No. of authorized support contacts 4 6 10 10
Access to 24×7 global support engineers  
24×7 support line  
Accelerated response times  
Priority escalations for critical issues    
Dedicated Toll Free phone number    
Solution Based Support
Access to updates/patches
Remote hardware troubleshooting and analysis
Basic installation support – guided services support
Basic configuration – IPMI Networking
Collaborative 3rd Party assistance  
Advanced firewall configuration – firewall/load balancing    
Advanced hardware and software configuration support    
Managed Services
Direct escalation to Level II engineers    
Remote administration support    
Proactive system monitoring and reporting    
Patch and update migration reviews    
Dedicated Level II/III support engineer (TAM)      
Root cause analysis reporting      
Monthly reports and review calls      
Product and best practices knowledge sharing      
Quarterly System Health Checks      
Onsite troubleshooting*      
Professional services additional additional additional additional
Hardware Maintenance Support
Advanced hardware replacement *varies by region
Priority hardware replacement    
Term
Support contract term (years) 1, 3, 5 1, 3, 5 1, 3, 5 1, 3, 5
View Support Contract

*Call/email us for more information. Terms and conditions apply.