Enterprise-class support, where and when you need it.
Actifio support operates on a “Follow The Sun” basis, encompassing two state-of-the-art facilities co-located with our engineering resources in Waltham, Massachusetts and Hyderabad, India.
To access Actifio Support:
|Phone||855.392.6810 Domestic Toll Free in the U.S.
315.261.7501 Direct Dial from anywhere.
0011 800-16165656 Australia
00 800-16165656 New Zealand
00 800-16165656 Germany
0- 800 0155019 UK
Our incident management team accepts customer issues by phone or through our password-protected web portal. The incident management team will first ensure we have a good understanding of the customer problem, and gather the relevant details. This team is empowered to open a break/fix hardware issue with other vendors, and to search for any known issues in our internal knowledge base. In the event this first layer of support can’t resolve the issue, they’ll assign it to the problem management team.
Once assigned, our problem management team will triage the issue by accessing the Customer solution through a VPN connection, or reviewing the issue via web conference. Further triage may occur by recreating the issue in the Actifio support lab. Once a root cause for the issue has been determined, this team will define and review an action plan with the Customer.
This team is also empowered to engage the Actifio Engineering team in cases where they can be of help to the customer, and where the resolution may require or result in a work-around, patch, or system- wide upgrade.
All coordination of resources will be managed by Actifio support together with regular status updates on progress and estimates for resolution. Further details of our support process and policies are available in the Actifio Support Policy, included with every customer contract.