Elastio’s Proactive Support is included in all licenses and is designed to provide customers with the best possible product support. A dedicated Elastio service team continuously monitors your Elastio tenant to promptly resolve or triage issues and ensure your Elastio operations run smoothly and securely.
Key Features
-
Proactive Monitoring:
- Continuous monitoring of your Elastio deployment to detect and mitigate issues before they escalate. Currently, 98% of identified issues are resolved without customer involvement.
-
Issue Resolution:
- Automatic escalation of critical issues, including ransomware detections, failed scans, backup failures, or suspected tenant account security breaches.
- In cases requiring updates or further diagnosis, the support team will proactively contact you to discuss the next steps.
-
Actionable Reporting:
- Clear, regular reports summarizing issues, resolutions, and recommendations to enhance resilience and efficiency.
-
Customer Escalation:
- Direct communication with your team when necessary, ensuring full transparency and alignment.
Service Excellence
- Dedicated Support Team: A team fully committed to your success, familiar with your environment and its specific needs.
- Defined SLAs: 24-hour response time.
Console Uptime SLA
Our uptime SLA is 99.95% for the SaaS console.
The uptime statistics for the tenant are available here.
Get Started Today
Contact our Sales Team to learn how our Proactive Support Service can benefit your organization and explore pricing options.