Support

Say good-bye to unskilled support agents.

Our top priority is running solutions NOT selling them.

At Fireware, we implement a dynamic model for support that has proven to be efficient and mission critical. To start with, we have collapsed Level 1 and Level 2 support to save our clients the frustration caused by the clear lack of knowledge and experience of Level 1 technicians seen in the industry. By enabling our experienced engineers to respond to incidents directly, our clients experience an elevated level of support quality that is clearly above the market average.

Fireware is always committed to provide professional 24x7 support to all our clients.

We are very firm when it comes to our team professional skills and we apply high standards of training and quality control to ensure that Fireware professional services team is always equipped with the knowledge and experience needed to support, efficiently.

Support options

	Standard	Premium	Platinum
24 x7	•	•	•
Email Support	•	•	•
Phone Support	•	•	•
Onsite Support		•	•
Resident Engineer			•
Regular Healthchecks		•	•
Default SLA*	•
Customized SLA*		•	•

* For SLA details including priority levels, escalations and response time, please contact your account manager.

How to open a support case?

Our clients can open a support case by phone, email, or via the support portal. For contact details please visit our Contact page.

When opening a case, be prepared to provide the following:

Serial number
Definition of the problem in detail
Priority Level and impact of the problem
Indication of the activity that was being performed when the problem occurred
Software version
Configuration data

How to renew a support contract?

At least one month before contract support end date you will receive an e-mail notification. To get a quote contact your Account Manager.

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