Help is on the Way
With Premier Support, we aim to meet the most aggressive SLAs by offering you dedicated members and technical expertise to address any issues:
Customer Support Team
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.
Solution & Support Team
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.
Customer Engineering Team
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.
Premier Support Assistance
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.
Designated TAC Manager
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.