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Versa Premier Service Support
Unleash the full potential of your investment.
At Versa Networks, we value the needs of our customers and partners. We strive to make our products
best-in-class to assure the highest level of availability for your network and services.
Support questions? Current customers can visit our Support Portal.
We care about you.
Sometimes, incidents arise which require immediate attention. We provide global 24×7 support to urgent needs by providing timely and accurate support. Our global support team comprises of highly skilled engineers who work around the clock to provide high-quality support.
Our goal is to minimize any business downtime by delivering efficient problem resolutions.
With any technology investment, it is critical that you get highly responsive, tailored, and personalized support to help manage critical transitions and maximize product capabilities.
Versa Premier Service support was designed with your needs in mind. With Versa Premier Service, you can get a comprehensive and cohesive offering that includes:
- Service Manager
- Designated Tech Support Engineer
- Site Bring up Assistance
- Upgrade Assistance
- Root-Cause-Analysis (RCA)
Versa Premier Services come with self-administered training and certification to enable and empower our customers further.
Support Tailored to Your Needs
At Versa, we believe every enterprise is built differently. Our support isn’t a one-size-fits-all service. Versa provides global 24×7 Standard Support as well as Premier Support services.
| Standard Support | Premier Service | |
|---|---|---|
| Time Coverage | 24×7 | Standard Support + 8×5 Designated L2 TAC Engineer |
| Email-based Support | ||
| Phone-based Support | ||
| First Response Time* | 60 minutes | 30 minutes |
| Access to Major, Minor, and Service Releases | ||
| Access to Documentation | ||
| Software Upgrade and Patches | ||
| RCA for Critical Outages (Such as P1 Issues) | Optional Service | |
| Designated Service Management | ||
| Training and Certification | Optional Service |
*Response times apply for P1 and P2 requests only
Benefits of Versa Premier Support
With Premier Support, we can help you overcome the technical barriers to achieve your business goals. As an extension of your team, we address your objectives even as your business evolves.
Dedicated Support Team
Dedicated Versa support team including a Technical Account Engineer and Customer Service Engineer for all service-related activities and escalations.
Premium Support Experience
Receive help with on-premises, hybrid, cloud, and hosted deployments with a designated expert who provides advice and proactive support whenever you need it.
Rapid Site Deployment Assistance
Gain automatic access to initial site bring-up assistance, enabling customers to get up to speed with VOS. Limited to 4 hours per branch.
Faster Response Time
Get direct responses to your support requests in as little as 30 minutes with designated service management.
Complex Issue Resolution
Enjoy priority access to highly skilled Versa engineers who help solve complex issues quickly, reducing disruptions to your business.
Comprehensive Technical Education
Take advantage of bundled training and certification and enable your engineers to become Versa certified.
Help is on the Way
With Premier Support, we aim to meet the most aggressive SLAs by offering you dedicated members and technical expertise to address any issues:
Customer Support Team
Every incoming phone call is answered by a member of this team. This team creates a service request and collects the necessary information from the customer.
Solution & Support Team
Support requests immediately gets assigned to a member of this team. Engineers start working on cases based on the priority. Critical issues like offline sites, get immediate attention. Resolution time to reported issues range from 1 to 4 business days.
Customer Engineering Team
If an engineer from the Solution & Support team is not able to resolve a problem, it is escalated to this team. Resolution time to reported issue is 1 to 5 business days.
Premier Support Assistance
With Versa Premier support, you now have access to the following dedicated experts:
Service Manager
Your Versa dedicated Service Manager is a named Versa Networks expert resource acting as your single point of contact for all related activities. Responsibilities include but are not limited to support coverage, escalations, operational and logistical coverage, RCA, and more.
Designated TAC Manager
Your Versa Technical Support Manager provides deep technical expertise and troubleshooting and fast resolution for your activities and escalations. Responsibilities include but are not limited to technical troubleshooting, providing upgrade assistance, site assistance, and more.
3 Easy Ways to Get Help
1. Support Webpage
Login to https://support.versa-networks.com/support/login and create a service request, this will help us in providing a faster resolution to incidents reported by you.
2. Phone, Available 24×7
Toll-Free
- USA
- (+1) 855-226-6217
- India
- (+91) 000800-050-2385
Toll Numbers
- USA
- (+1) 224-252-1269
- Europe/UK
- (+44) 01-2237-52887
- ANZ
- (+61) 02-4335-1788
3. E-mail
Send an e-mail to support@versa-networks.com
How Can I Get Started?
Versa Premier Service support is available to customers and partners of all sizes. Contact a Versa sales member for assistance and more information on getting Premier Service today.
Existing Customers and Partners
Versa support resources such as the knowledge base and product documentation are all available via our extension library of content available here: