Customer Support
Rapid response. A wealth of technical experience. Unsurpassed case management. The dedication to resolve issues to everyone’s satisfaction. That’s the kind of support you need, and that’s what Lumenate delivers. Recognized as a leader in enterprise technology consulting, Lumenate brings the same leadership to all our support solutions. Backed by a powerful combination of technical knowledge, broad-based experience and an ongoing commitment to excellence, Lumenate Customer Support helps ensure maximum performance, increased uptime and accelerated ROI for our storage and disaster recovery implementations.
Lumenate provides Premium support services as a part of our unique, seamless approach to customer solutions. This means that in many cases, the same account team is working with you from pre-sales through ongoing support. Lumenate customer support engineers know your systems, they understand your needs, and they can help ensure the consistent and effective coordination of people, processes, technologies and strategies.
This seamless approach also means that the Lumenate Implementation team instigates a “hand-off” of information about your own storage solution to your IT personnel and to the Lumenate Customer Support team immediately after installation. This includes site knowledge, system knowledge, customer-specific contact information and other key items. Even better, with Lumenate providing Level 1 –and– Level 2 support, the engineers who install your system will be accessible for “Level 4” escalation of high severity issues, if needed.
If Lumenate did not install your original solution we will send an engineer on site either in person or virtually to perform an assessment of the covered products to ensure we know your environment before an issue arises.
Our aim is simply to provide the best support services in the industry and then, to keep getting better. Regular certification audits by our Partners and customer satisfaction surveys on every case help ensure that our engineers remain at peak performance at all times.
