Support programs

Relax. We’ve got it.

Providing timely support is paramount to us. Our goal is to enable our customers to focus on what they do best – managing the core competencies of their business. We strive hard to achieve this goal each time, by constantly fine tuning our processes, adhering to the SLAs, being vigilent, and sensitive to our customers’ IT infrastructure. We take pride in our highly qualified, and specialized team of technical support engineers, who consistently strive to ensure that you get the peace of mind you deserve.

Managed Services | Proactive IT Support

Because businesses are becoming largely IT dependent today, customers are seeking proactive support from the Celestix support team. Instead of waiting for things to break, and then open a support case, they now want preventive maintenance, and continuous monitoring to avoid potential issues. Celestix Managed Services has been conceived as a result of; constantly listening to what our customers say, our proven technical expertise, and 15+ years of experience in the industry. The two new additions to our support programs family – Proactive & Proactive+ support, have been designed to offer best-in-class Managed Services to the customers. Proactive+ includes the services of a dedicated Technical Account Manager (TAM), who provides quarterly health checks, monthly system status reports, and most importantly, takes charge of issues before they become critical. With Celestix Managed Services, we’ve redefined IT support as ‘Proactive’ IT support.

Professional Services

As a leader in remote access and security, Celestix provides Professional Services to assist you in designing, implementing, and optimizing secure yet highly flexible solutions centered on secure access.  Security is not just about firewalls and packet filtering today, but requires a holistic approach that includes network access, internetworking, authentication, and a solid understanding of application deployment (server and client).

When you add a Celestix Professional Services engineer to your team, you acquire extensive experience with networks of all sizes.   We understand that you need to meet demanding user and/or customer requirements both today and tomorrow. We can help increase security and reliability while providing cost-effective scaling.

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 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  
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.