Elastio’s Proactive Support Service is an optional add-on designed to provide customers with the best possible support and service. A dedicated Elastio support team continuously monitors your Elastio tenant to promptly resolve or triage issues and ensure your Elastio operations run smoothly and securely.
Key Features
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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.
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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.
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Actionable Reporting:
- Clear, regular reports summarizing issues, resolutions, and recommendations to enhance resilience and efficiency.
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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.
- 24/7 Coverage: Around-the-clock monitoring and support to ensure uninterrupted operations.
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Defined SLAs:
- Priority 1 (P1) Issues: 1-hour response time.
- Other Issues: 24-hour response time.
Get Started Today
Contact our Sales Team to learn how our Proactive Support Service can benefit your organization and explore pricing options.