Unleash the full potential of your investment.
At Versa Networks, we value the needs of our customers and partners. We strive to make our products best-in-class to assure the highest level of availability for your network and services.
Support questions? Current customers can visit our Support Portal.
Support Portal
Sometimes, incidents arise which require immediate attention. We provide global 24x7 support to urgent needs by providing timely and accurate support. Our global support team comprises of highly skilled engineers who work around the clock to provide high-quality support.
Our goal is to minimize any business downtime by delivering efficient problem resolutions.
With any technology investment, it is critical that you get highly responsive, tailored, and personalized support to help manage critical transitions and maximize product capabilities.
Versa Premier Service support was designed with your needs in mind. With Versa Premier Service, you can get a comprehensive and cohesive offering that includes:
Service Manager
Designated Tech Support Engineer
Site Bring up Assistance
Upgrade Assistance
Root-Cause-Analysis (RCA)
Versa Premier Services come with self-administered training and certification to enable and empower our customers further.
At Versa, we believe every enterprise is built differently. Our support isn’t a one-size-fits-all service. Versa provides global 24x7 Standard Support as well as Premier Support services.
| Standard Support | Premier Service | |
|---|---|---|
| Time Coverage | 24x7 | Standard Support + 8x5 Designated L2 TAC Engineer |
| Email-based Support | |
|
| Phone-based Support | |
|
| First Response Time* | 60 minutes | 30 minutes |
| Access to Major, Minor, and Service Releases | |
|
| Access to Documentation | |
|
| Software Upgrade and Patches | |
|
| RCA for Critical Outages (Such as P1 Issues) | Optional Service | |
| Designated Service Management | |
|
| Training and Certification | Optional Service | |
*Response times apply for P1 and P2 requests only
With Premier Support, we can help you overcome the technical barriers to achieve your business goals. As an extension of your team, we address your objectives even as your business evolves.
Dedicated Versa support team including a Technical Account Engineer and Customer Service Engineer for all service-related activities and escalations.
Receive help with on-premises, hybrid, cloud, and hosted deployments with a designated expert who provides advice and proactive support whenever you need it.
Gain automatic access to initial site bring-up assistance, enabling customers to get up to speed with VOS. Limited to 4 hours per branch.
Get direct responses to your support requests in as little as 30 minutes with designated service management.
Enjoy priority access to highly skilled Versa engineers who help solve complex issues quickly, reducing disruptions to your business.
Take advantage of bundled training and certification and enable your engineers to become Versa certified.
With Premier Support, we aim to meet the most aggressive SLAs by offering you dedicated members and technical expertise to address any issues:
Every incoming phone call is answered by a member of this team. This team creates a service request and collects the necessary information from the customer.
Support requests immediately gets assigned to a member of this team. Engineers start working on cases based on the priority. Critical issues like offline sites, get immediate attention. Resolution time to reported issues range from 1 to 4 business days.
If an engineer from the Solution & Support team is not able to resolve a problem, it is escalated to this team. Resolution time to reported issue is 1 to 5 business days.
With Versa Premier support, you now have access to the following dedicated experts:
Your Versa dedicated Service Manager is a named Versa Networks expert resource acting as your single point of contact for all related activities. Responsibilities include but are not limited to support coverage, escalations, operational and logistical coverage, RCA, and more.
Your Versa Technical Support Manager provides deep technical expertise and troubleshooting and fast resolution for your activities and escalations. Responsibilities include but are not limited to technical troubleshooting, providing upgrade assistance, site assistance, and more.
Login to https://support.versa-networks.com/support/login and create a service request, this will help us in providing a faster resolution to incidents reported by you.
Call Us (Toll-Free)
INDIA (+91) 000800-050-2385
Call Us (Toll Numbers)
Europe/UK (+44) 01-2237-52887
Send an e-mail to support@versa-networks.com
Versa Premier Service support is available to customers and partners of all sizes. Contact a Versa sales member for assistance and more information on getting Premier Service today.
Versa support resources such as the knowledge base and product documentation are all available via our extension library of content available here: