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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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d
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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