Support

Support

delivering a ‘wow’ experience

Becoming our customer is just the beginning of your journey. We’re here to guide you, help you and grow with you. The mission of our Customer Success team is simple – continually provide unparalleled support to ensure your Vbrick solutions are operating at optimal productivity and performance – all while delivering a ‘wow’ experience. We offer a range of options to support your investments, from pre-sales consulting to post-sales technical support.

Support Services

World-Class Product Support for Any Size Enterprise

Vbrick delivers the industry’s most comprehensive Support Services. Vbrick’s offerings are tailored to provide total product support, including Hardware Warranty, Software Upgrades, and Product Support. Delivered in conjunction with our partners, and coupled with Vbrick’s world-renowned product reliability, Vbrick’s Support Services ensure your video infrastructure is always up and running –increasing your ROI. Vbrick Gold Plus and Platinum software support offerings provide choices regarding the level of support that is appropriate to achieve your objectives. Vbrick’s Gold Plus or Platinum software support ensures post-go-live peace of mind. Gold Plus support includes customer business hour access to the Vbrick support engineers, 24 x 7 access to Vbrick self-service support portal, technical and release bulletins, quarterly newsletters, and Vbrick software updates. For customers requiring more demanding levels of support, Platinum Software support offers increased response times, priority queuing, patch assistance, and 24 x 7 availability Vbrick engineers to support mission-critical applications.

Software Upgrades – Customers under active support agreements are entitled to free software upgrades for major releases, minor feature releases and patches ensuring access to Vbrick’s most advanced product functionality, while providing significant cost savings when compared to purchasing software upgrades. Platinum Software Support customers are also entitled to remote patch assistance from Vbrick support subject matter experts.

Product Support – Vbrick provides multiple tiers of product support to our customers, allowing you to utilize the quickest method that resolves your issue.

These include:

  • Multi-channel support (email, phone, web, & chat)
  • Web-based Knowledgebase
  • Product Documentation
  • Training Portal
  • Remote Access (where applicable)
  • Product Communications (Technical & Release bulletins and quarterly newsletters)
  • After Hours Priority Telephone Response (Platinum only)

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Call for Immediate Support

Cloud and Platinum Support Worldwide
+1.800.881.0317

Regional Gold Plus Support
+1.800.551.2907 (US Customers)
+44.0.20.7993.5510 (UK and EMEA Customers)
+61.2.8310.4174 (APAC Customers)

Note: Priority service levels and response time are predicated by Platinum and Gold levels of service associated with your account or solutions.