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.
Enterprise Success Program (ESP)
Providing our customers with high touch Commvault experts, responsible for maximizing the value and benefits of their Commvault platform. A full datasheet can be found here: Enterprise Success Datasheet
Overview
Your business data is the key to your success. Your Commvault solution is more than just industry-leading data management software. It’s a strategic investment. Maximize your return with Commvault Enterprise Success.
Commvault’s paid Enterprise Success model aims to align Commvault’s capabilities to your business initiatives and helps you drive the outcomes which matter most.
We proactively monitor your environment to ensure you get the most out of the solutions you own, provide insights into Commvault’s roadmap, and highlight features that will benefit your business most. We also proactively identify ways we can deliver incremental business value, from Core to Metallic.
Key Benefits
Assigned Technical Account Manager (TAM). Helps provide strategic guidance and advice on the best way to achieve your business goals. Recommendations are tailored to your environment and requirements
Assigned Success Account Manager (SAM). Focused on tactical remediation and analysis. Your internal champion within Commvault
Proactive and predictive approach. Identify potential issues before they become major concerns and provide steps to improve
Business process improvements. Your business demands constant improvement for your data protection environment. ESP will guide you to help your Commvault investment meet those demands
Detailed reporting and metrics. Shared on a regular basis. Highlighted and summarized during quarterly business reviews, ensuring ESP is constantly in sync with your objectives
Enhanced Service Level Objectives (SLOs). Faster response for service tickets including the availability Severity0 (Catastrophic) level incidents, exclusively available to ESP subscribers
Optional Services Credits which can be used for Professional Services engagements or Education Services training and Commvault Certifications
To learn more about the benefits of Enterprise Success, speak with your Commvault representative or authorized Commvault Reseller.
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.