First Call Support

Accelerate your path to resolution

During a support crisis, with so many infrastructure layers in place, finding a direct path toward resolution can be extremely difficult and time consuming. However, working with a Partner who has the right expertise to identify a starting point and develop a plan of attack can help you resolve the matter quickly and painlessly. That’s where Veristor comes in.

Veristor offers a value-added support service unlike any other, First Call Support. This is our best-in-class managed technical support service available exclusively to Veristor’s infrastructure customers, 24/7/365. First Call Support is the perfect supplemental service for those businesses who need an advocate on their side to help troubleshoot, diagnose and resolve technology issues to minimize downtime. Call it a white glove service, call it the VIP treatment, but be secure in knowing that when you call us, your issue will be handled with the urgency and personalized attention that can deliver a quick resolution – every time.

I dread calling tech support and getting bounced around. Is there better service solution out there?

Your wish for tech support that does not leave you lost in a call center void has finally come true. First Call Support engineers typically solve 85% of customer issues on the initial call, remaining by your side without handing you off to someone else. With complex technical problems, your First Call Support engineer will bring all parties involved together to troubleshoot, diagnose and overcome the issue – fast.

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I dread calling tech support and getting bounced around. Is there better service solution out there?
Sometimes we experience intermittent problems that are difficult to diagnose.

Sometimes we experience intermittent problems that are difficult to diagnose.

The experts at First Call Support truly embrace complex IT challenges. Because we know your environment intimately and we’ve helped resolve thousands of issues to date, chances are we know right where to look. Our strong relationships with our vendors means that when they release an update or patch, we can immediately apply that knowledge to your situation to help find and remove the issue, quickly and painlessly.

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How do I know who to call when I have an issue with my multi-vendor infrastructure?

Until you know which tool is at the root of the problem, you don’t know which manufacturer to call. Each member of our First Call Support Team works within a Veristor-owned Network Operations Center (NOC) and is trained, certified and knowledgeable of our Veristor portfolio of products. Whether it be an issue with networking, security, virtualization, storage or another product in the infrastructure, your First Call Support advisor can find and resolve it fast. We examine logs, screen shots, previous incidents and inherent knowledge to assess the situation, uncover the root of the problem and deliver the best and most efficient solution..

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How can I get my infrastructure-related issue resolved as quickly as possible?

With First Call Support, our engineers work as a team, 24/7 from our own NOC so you have the distinct advantage of being able to share information about your issue live with trained and dedicated infrastructure support professionals. Our support teams collaborate, by staying in constant communication to be sure our customers don’t feel as if they’re being passed around. In addition to Veristor’s highly trained support staff, we have strong relationships with our technology partners and can escalate an issue to the appropriate internal resource or vendor partner with the end goal of a quick and thorough resolution.

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How do I know my infrastructure related issue is being actively addressed?

With First Call Support, you are a member of a top tier, premium support service. You can submit issues 24×7 with our always-live support number or online via our ticketing system. Strictly adhering to SLAs, Veristor Engineers make initial contact with the customer, in less than 30 minutes on average, to gather necessary troubleshooting data and work on a plan toward resolution. From the moment the request has been received, our First Call Support Team is in continuous communication with the customer, quickly responding to inquiries for updates at any time until the problem is resolved.

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Get fast answers from real people. Schedule a consult today to get your VIP support.

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