Standard Support
The Standard Support option provides incident-based coverage during normal business hours, with direct access to the Commvault Technical Assistance Center. Commvault Standard Support addresses many support situations and is best suited for companies with basic service level requirements. This package includes access to:
- The Commvault Customer Support Center during normal business hours (Monday through Friday, between the hours of 7am to 7pm local time, excluding statutory holidays), for the location in which the software is installed
- The Commvault Maintenance Advantage self-help website, on a 24x7 basis
- Critical software updates, product enhancements, and new release notifications1
- e-Support Platforms including Incident Management, Knowledge Database, Commvault Documentation, and the Commvault Community
- Support Account History Reports, provided upon request
For more information on Standard Support, please contact your Commvault representative or authorized Commvault Reseller.
1 Release version upgrades are available per the terms of your maintenance agreement.
Proactive Support
Proactive Support provides application intelligence integrated with support. It integrates continuously advancing support heuristics with your internet-connected CommServe® system and a team of experienced Commvault support account management professionals. This brings together the full range of software and support capabilities you need to help you achieve your data management goals. The Proactive Support option includes access to:
- Commvault's Customer Support Center (anytime, including holidays)
- The Commvault Maintenance Advantage self-help website, on a 24x7 basis
- Critical software updates, product enhancements, and new release notifications1
- e-Support Platforms including Incident Management, Knowledge Database, Commvault Documentation, and the Commvault Community
- Support Account History Reports, provided upon request
- Enhanced Service Level Agreements for Severity “0” issues
- Premium OPS Management Reporting
- Proactive Monitoring / Notification
- Commvault Support Analytic Tools
- Remote Monthly Incident Reviews
- Priority Escalation Paths to SMEs & Development Teams
- A path to Commvault Enterprise Success
For more information on Proactive Support, download the datasheet, or speak with your Commvault representative or authorized Commvault Reseller.
1 Release version upgrades are available per the terms of your maintenance agreement.
Enterprise Success
Commvault's Enterprise Success is designed for those enterprise customers looking to gain improved business value from their Commvault deployment, and help ensure full confidence that their data management environment will deliver when it's needed most. Starting from a foundation based on Commvault Premium Support, Enterprise Success personalizes the customer experience by adding a team of shared technical account managers (TAMs) and support account managers (SAMs), each bringing years of technological and domain expertise to bear on your data management environment. They partner closely with your internal team to fully understand your business and operational goals, and work to help ensure that those goals are met. This team utilizes predictive monitoring and analytic tools, advanced reporting capabilities, flexible services credit, and proactive business and technical reviews that help to identify trends and opportunities, and enable them to continually optimize your data management investment. Commvault Enterprise Success includes:
- Commvault's Customer Support Center (anytime, including holidays)
- The Commvault Maintenance Advantage self-help website, on a 24x7 basis
- Critical software updates, product enhancements, and new release notifications1
- e-Support Platforms including Incident Management, Knowledge Database, Commvault Documentation, and the Commvault Community
- Support Account History Reports, provided upon request
- Technical Account Manager
- Support Account Manager
- A Professional Services Credit that can be applied to Commvault Consulting Services; Professional Services; Education Services; a Resident Support Engineer; Commvault Software Personalization engagements; Wellness Assessments; and many other Commvault Consulting Services Offerings.
- Quarterly Business and/or Strategic Reviews
- Quarterly Commvault Health Checks
- Commvault Support Analytics Tools
- Enhanced Service Level Agreements for Severity “0” issues
To learn more about the benefits of Enterprise Success, speak with your Commvault representative or authorized Commvault Reseller.
1 Release version upgrades are available per the terms of your maintenance agreement.
CASP Support
Under the Commvault Authorized Support Partner (CASP) program, carefully-selected vendors provide essential support services to our customers, including 24/7 software help desk, along with enhanced service offerings such as on-site health checks and critical support engagements.
Commvault's CASP partners significantly increase both the support capabilities and scope of work that can be made available to Commvault customers in multiple geographies. CASP expands the support experience customers enjoy to provide local language support, improved call handling efficiencies, reduced communication delays, and accelerated time to resolution.
Under the CASP program there are two elements of support:
- CASP-B: 5x12 Business hour support as provided by the partner, with partner escalation in these support hours to Commvault where needed. Support coverage based on the location of the CommServe® system.
- CASP-E: 24x7x365 support as provided by the partner, with partner escalation in these support hours to Commvault where needed. Support coverage based on the location of the CommServe® system.