Technical Support¶
SwiftStack is committed to providing a great product and service experience for our customers. As an essential part of this commitment, SwiftStack provides technical support to all customers with a valid subscription agreement, 9 hours a day, 5 days a week. SwiftStack also offers optional 24x7 support coverage, which provides emergency support assistance for critical issues during weekends and nights.
Supported Areas¶
Technical support is provided for the SwiftStack storage system software. Support is provided for the following areas:
- Installation and configuration issues
- Troubleshooting issues related to the usage of the SwiftStack storage system and SwiftStack management and monitoring
- Assistance interpreting monitoring and alerts
- Providing workarounds or resolutions for known problems
- Answering general how-to questions, and providing pointers to documentation
- Troubleshooting software packages in the SwiftStack storage system showing erratic or faulty behavior, independent of the user’s application code
Support Channels¶
Customers with a valid subscription agreement can report support issues to SwiftStack through the following official support channels:
- Via the SwiftStack technical support site: https://swiftstack.zendesk.com
- Via email: mailto://support@swiftstack.com
- Via phone: +1 (415) 625-0293, press 2 and then press 1 for main support line
Support Hours¶
SwiftStack provides support for all ticket priorities between between 8:00 a.m. – 5:00 p.m. Pacific Time, Mon-Fri, excluding US Holidays. For customers with the optional 24x7 support coverage, SwiftStack responds to Urgent Priority support tickets on a 24x7 basis.