Maintenance & Support

Uplogix Support is available around the clock to answer questions about the production, assist in device configuration, and resolve any problems a customer may encounter.  Our Support Specialists can provide assistance over the phone, via e-mail, and through interactive WebEx sessions.  The Support team also manages an online Support Site with provide customers with access to documentation, software, and more.

Support Resources

Uplogix customers have access to a variety of support resources, from self-help knowledge bases to onsite visits by support technicians.

Uplogix Support Site

The Uplogix Support Site is available 24/7 at uplogix.com/support.  Customers can request up to 10 individual accounts.

Customers have access to the following:

• Product Documentation: Includes user, installation, and reference guides as well as third-party documentation. Device-specific configuration guides and advanced-topic discussions are also available.
• Knowledge Base: A constantly updated repository of common issues/solutions, tips & tricks, configuration notes, and important software notes. Also included are product-extending custom rules and configuration examples.
• Software Updates: The most recent minor revisions of Envoy/EMS software are available for download. Release notes are provided for each version of software.
• Support Cases: Customers can open support cases through a short form. Uplogix Support will be automatically notified of the new case.

Live Support

Uplogix Support Specialists are available via telephone and e-mail, 24 hours a day, 7 days a week. 

Technical Services

For issues that extend beyond the scope of normal technical support, Uplogix provides technical services that can including the following:

• Deployment Planning: Assist in the integration and deployment of the Envoy into the customer’s network.
• Device Management: If the included rules on the Envoy don’t match the customer’s expectations, we can help create new rules.
• Onsite Repairs: In extreme cases, Uplogix will dispatch a technician to the customer’s site for hardware repair or replacement.

Plans

• None: Customers without a support contract will be provided with user and installation guides for the products they own.
• Basic: Customers will have access to all documentation through the Uplogix Support Site, including access to the Knowledge Base.  Phone and e-mail support is providing for troubleshooting or configuration assistance.
• Standard: This levels adds software updates and upgrade assistance.  Uplogix products supported under this contract level can be repaired or replaced in the event of a hardware failure.