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: info@celestix.com

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 ServicesStandard [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 hours8×5 (local)24×724×724×7
No. of authorized support contacts461010
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 servicesadditionaladditionaladditionaladditional
Hardware Maintenance Support
Advanced hardware replacement*varies by region
Priority hardware replacement  
Term
Support contract term (years)1, 3, 51, 3, 51, 3, 51, 3, 5
View Support Contract

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