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Syntensia is dedicated to
delivering world-class technical support -
to be known as the worldwide
provider of quality support and services which consistently
meets or exceeds customer expectations.
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Our Technical Support
Engineers are all product experts available via email and
the telephone (a single toll free number for our customers
in India). |
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A Technical Support
Engineer will take ownership of a customer’s incident
until it is resolved. All incidents are logged, tracked
and followed through resolution. |
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Technical Support Engineers
are trained on a set of remote access and management tools
to assist customers. |
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Syntensia Technical Support
augments the built-in security that each Syntensia
integrated security appliance has including:
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Automated software
updates |
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Automated software
upgrades |
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Automated IPS signature
updates |
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Automated anti-virus and
anti-spam rule updates |
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Look for planned
enhancements to the Syntensia Support website including
online knowledgebase and other tools. |
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The Technical Support
Engineer is your focal point for all your post sales
technical support needs. |
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24 x 7
Support Hours
Syntensia Technical Support is available 24 x 7 year-round.
Syntensia is committed to ensuring that we are here to help
with your network security infrastructure.
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Toll Free
Access to Technical Support
Syntensia Technical Support is easily accessible via email or
the telephone. For our customers in India, a single toll free
number is available.
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Assured
Response Times
We target to answer all incoming telephone inquiries. Any
callbacks will be completed within one hour. For email
requests, replies will be made within four hours.
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Defined
Escalation Path
In the event a customer needs additional levels of
responsiveness, they may escalate their concerns to the
following people:
Technical Escalation List (Complete Contact Information –
Provided at the time of customer installation)
1) Senior Support Engineer
2) Manager - Syntensia Technical Support
3) Director – Products and Services
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