Enterprise Support Services

Learn why our customers rate their satisfaction with SimpliVity's award-winning support a 9.5 out of 10. SimpliVity's focus on simplifying IT and our amazing customer support have generated many loyal fans who have given us a Net Promoter Score of 90.

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Support Features

Features and Benefits

Maximize uptime, productivity, and return on investment with your choice of SimpliVity support services. Our highly responsive SLAs, proactive support tools, and premium add-on services ensure mission-critical workload availability, identify potential issues, and help you get the most from your SimpliVity hyperconverged infrastructure.

Four Enterprise Support Plans

Find the right support plan for your data center – Mission Critical, Business Critical, Production, or Basic.

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.

Single Point of Contact

Save time and trouble. Get 24x7 single call accountability for your entire hyperconverged solution, in 12 local languages, from 3 global support centers.

Enterprise-Grade Support Options

Maximize IT services availability and optimize workload performance with highly responsive SLAs and enhanced services, like priority access, health checks, and root cause analysis reports.

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

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.

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.

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

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

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.

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.


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.

Technical Account Manager Services

Optimize the overall health of your SimpliVity solution with proactive advice and services from a seasoned technical strategist who’s familiar with your environment.

Designated Support Engineer Services

Streamline problem resolution with a single point of contact who has in-depth technical knowledge of your SimpliVity hyperconverged infrastructure.

Remote Deployment Services

Get faster time to value by using our experts, processes, and technologies to realize the benefits of hyperconvergence sooner.

Service Delivery Project Management

Ensure your globally distributed implementation is successful, on time, and within budget. Our experts help you maximize value in the shortest time possible.

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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SimpliVity has been awarded the Omega NorthFace ScoreBoard Award℠ for achieving excellence in customer satisfaction and loyalty for Customer Support.

“The NorthFace ScoreBoard Award recognizes organizations who not only offer exemplary customer service, but who also center their existence on a deep commitment to exceeding customer expectations.”

– John Alexander Maraganis, President & CEO of Omega

NorthFace Scoreboard Award