Enterprise Support Services

SimpliVity offers award-winning customer support with support plans and premium services offerings designed to meet the needs of midmarket and Global 2000 organizations worldwide.

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Recognized Customer Satisfaction Leader

SimpliVity has distinguished itself as a customer experience leader, even becoming the only hyperconverged infrastructure provider to receive the Technology Services Industry Association (TSIA) STAR Award.

 
 
 

Support And Service Offerings

Four Enterprise Support Plans

Get single call accountability for your entire hyperconverged solution, in 12 local languages, from 3 global support centers.



 

OmniWatch Proactive Support

Ensure services availability. SimpliVity proactively monitors more than 100 system health indicators to identify potential problems and automates the alert and case creation process.



 

OmniView Predictive Insight

Get actionable intelligence with predictive analytics and data visualization. Diagnose issues quickly, optimize performance, and effectively manage growth.



 

Premium Services

Maximize the return on your hyperconverged investment with premium Technical Account Manager and Designated Support Engineer services.

 

 
 

Support Plans

Comprehensive support plans for every enterprise environment.

Support Plans

24x7 Global Support Centers. Get the expert help you need, any time day or night. Receive support in twelve local languages, from centers in Westborough, MA, Raleigh, NC, and Cork, Ireland.

Responsive SLAs. Up to 1, 2, or 4 hour response times, and 4-hour onsite hardware support, means you can meet your most mission-critical SLAs and maximize application availability.

Online Support Portal. Get 24x7 access to our knowledgebase, documentation, and other self-help resources.

Software Releases and Updates. Get quick and easy access to the latest software and firmware updates and upgrades.

Root Cause Analysis Reports. Troubleshoot and resolve business-impacting support issues, and prevent them from reoccurring. Once an issue is resolved, you can get a written report detailing the problem’s symptom, cause, corrective actions, and future recommendations. Available on Business Critical and Mission Critical support plans.

Priority Access. Minimize downtime. Receive 24x7x365 priority access to senior technical support engineers. Customers with the Mission Critical support plan are automatically routed to the next available senior support engineer.

Annual Health Check. Keep mission-critical applications running at peak performance. Senior support engineers will analyze your IT systems and practices, and offer recommendations to improve performance and availability.

 

 
 

Premium Add-on Support Services

Get the most out of your SimpliVity investment with premium support from senior engineers who are intimately familiar with your environment.

 

 

 
 

Satisfied Customers

In internal customer satisfaction surveys, SimpliVity customers rate their support experience, on average, 9.5 on a scale of 1 to 10.

“SimpliVity has not only built a rock solid product, it has built behind it an equally impressive support program with knowledgeable, friendly support experts, worldwide coverage, 24x7 availability and proactive monitoring, which gives me ‘peace of mind’ that my infrastructure will always be available and running to support my business.”

– Tom Foresta, VP and CIO, Randolph Savings Bank

 
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“SimpliVity support has proven to be the most collaborative, responsive, and technically savvy of any IT partner I’ve ever worked with.”

– George Dial, IT Manager, The Neenan Company

 
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“SimpliVity support is like an extension of my colleagues here in the office, working to quickly resolve issues when they occur. They’re just flat out awesome!”

– Russell Turley, IT Manager, Romac Industries, Inc.

 
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“They performed a full upgrade on our entire federation, and they managed the entire thing with zero production downtime.”

– Shane Ladd, Senior System Administrator, Marketing Innovators

 
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“Another great ‘feature’ of the product is the personnel at SimpliVity. They are always great to work with, fast to respond to any questions we’ve had, and very knowledgeable. We could not be happier!”

– Chad Lemmer, Head of IT, Wausau Coated Products

 
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