Support

Overview

Prosilient Technologies offers world-class support to help customers fully leverage the value of their Prosilient investment. Prosilient's technical support is available to help customers and partners quickly and easily use, manage, and troubleshoot Prosilient products in their network. In addition, Prosilient provides a wide variety of online support materials to answer most questions.

Customer Support Web Site

Prosilient provides customers with an authorized account access to the Prosilient Support Portal. Prosilient provides the following resources through the support web site:

• Product software releases and release notes
• Extensive product documentation, including deployment, usage, and troubleshooting guides
• Knowledge Base detailing known issues and solutions, error messages, and configuration-specific issues
• Technical Notes providing in-depth explanations to common questions
• Account information
• Trouble Ticket / Case reporting

To receive login credentials to the support web site, contact Prosilient Support.

Case handling

Prosilient Technologies is committed to ensuring the highest possible level of customer success and satisfaction. All support services professionals are rigorously trained on Prosilient products, their underlying technologies, and industry leading technical problem-solving methodologies.

A customer can open a case in one of the following ways:

• call the support hotline +46 8 588 32640 (9-17 CET hours)
• send an email to This e-mail address is being protected from spambots. You need JavaScript enabled to view it
• generate a ticket directly from your support portal Login

When you open a case, you should be prepared to provide the following:

• Serial number of hardware component with issue
• Detailed description of the problem
• Priority level and impact of the problem
• Indication of the activity that was being performed when the problem occurred
• Software version
• Configuration data

Once a case is submitted, the issue is assigned to an Escalation Engineer. Every Escalation Engineer is qualified to perform extensive troubleshooting to quickly resolve the issue. All opened cases are tracked in Prosilient online support tracking system.

While working to resolve an issue, the Escalation Engineer may need to access information on the customer system relative to the failure, or may need to recreate the failure to get additional information. If the problem is related to the system configuration, the customer may be asked to provide a network diagram and configuration information.

If the customer and the Escalation Engineer agree, the customer may send log files or trace files to Prosilient through email or upload them to the Prosilient Support FTP site for further review.

Note: Any information sent to Prosilient to help resolve customer problems is treated as highly confidential and is used only to help resolve the problem. When the issue is solved, all submitted materials are deleted.