Proactive Support

Proactive Support has been designed for organizations with complex environments that require a closer day-to-day relationship with our support team and a more proactive approach to technical assistance.

Automatic Escalation to Level II/III Support Engineer who acts as a trusted advisor and extension of your own support team, proactively expedites support communications, escalations and resolutions.

Proactive Support is available with an active Standard or Premium technical support contract. 

Proactive support includes

  • All services offered in Premium support of authorized support contacts: 10
  • Priority escalations for critical issues
  • Dedicated Toll Free phone number
  • Advanced firewall configuration – firewall/load balancing
  • Advanced hardware and software configuration support
  • Direct escalation to Level II engineers
  • Remote administration support
  • Proactive system monitoring and reporting
  • Patch and update migration reviews
  • Priority hardware replacement