Call Handling

VeriStor provides a “one-call” support team for every solution we design. This team is available on an 8x5 or 24x7 basis to respond to your technical support needs.

Issue Ownership & Management

The moment a call is received it is assigned to a VeriStor engineer. That Engineer maintains ownership of the case until it is resolved and the customer has signed off on the remedy. During the life of the call, VeriStor will manage the entire process, escalating as needed and communicating each step. This allows your staff to maintain focus on daily operations.

Troubleshooting & Diagnosis

Our advanced technical support programs include multiple resources to perform problem Isolation. Our internal lab is available for re-creation and validation test activities. Additionally, we can utilize secure remote capabilities such as WebEx & SSH, allowing us to remotely diagnose and correct issues in real time.

Escalation

Knowing how and when to effectively escalate an issue is key to resolving it quickly. VeriStor has multiple levels of expertise internal to our technical support organization. We can quickly escalate any issue to the appropriate internal and vendor partner engineering resources, focusing on a quick resolution. VeriStor also maintains strong Vendor Partner relationships giving us the ability to externally escalate an issue to their engineering support groups quickly.

Proactive & Preventative Maintenance

VeriStor continuously tracks the latest product technical releases to keep our customers informed of any changes or updates related to their solution. Through periodic and recurring communications, this proactive program is designed to address and prevent issues from occurring before they can impact your business.