Support

You need to improve your ROI and ensure the reliability of your networks and business-critical applications. You want to reduce your administration hassles. ScienceLogic support and maintenance programs will help you do both. When you need support, ScienceLogic has world-class professionals who know the ScienceLogic platform from beginning to end. We make it easy to get the support that your business needs, with fewer worries.

Rely upon ScienceLogic’s on-site hardware support if your system ever goes down.

Standard with all ScienceLogic deployments is on-site hardware support, 24/7, 365 days a year – with standard four-hour response times. Yes, that’s right. In the event of a hardware failure, a trained technician will arrive on-site within four hours after problem determination (depending on your location) to help get your system back in operation as rapidly as possible. ScienceLogic's four-hour hardware response service is available for 80+ cities, within a 125-mile radius of each metropolitan area.

Calls will be responded to within four hours, regardless of the time the dispatch was created by technical support (365 days a year). The technician will attempt to call the customer within two hours of the dispatch to discuss the status of the service call.

Note: Schedule excludes U.S. holidays.

STANDARD SUPPORT PROGRAM

For customers who require support during standard business hours, we offer full-featured service support, covering the hours of 8:30 am to 6 pm ET, Monday through Friday.

• On-call support. Calls are answered by engineers who know your ScienceLogic product.
• Email support. ScienceLogic offers email technical support to registered customers. Email messages are monitored throughout the day.
• Software updates. Get access to new version releases and pre-developed brands.

PREMIUM 24/7 SUPPORT PROGRAM

Full hardware and software support is provided for customers who rely on their IT management infrastructure on a 24/7 basis. The premium support plan contains the same great features as the standard support program, plus additional features:

• Non-stop support. Premium support is available 24/7 including weekends and holidays.
  • On-call support. Calls are answered by engineers who know your ScienceLogic product.
  • Email support. ScienceLogic offers email technical support to registered customers. Email messages are monitored 24/7.
• Queue priority. Premium support customers automatically jump to the top of the call queue when calling for support.
• Development Forums. You get access to downloadable developer tools, management templates, event policies, event definitions, and much more.
• Software updates. Get access to new version releases and pre-developed brands.

If you want to find out more about ScienceLogic's support options, please contact us.