Customer Support
Keeping your business connected with standard and extended 24/7 support.
Customer Support
Sales and Training
Get support from knowledgeable developers for knowledgeable developers
Technical Support Benefits
- Email or online submission of service requests
- Service request analysis and definition
- Service request management, resolution and response
- Architectural reviews prior to production rollouts
- Identification and availability of new product releases
- Technical and architecture training
Online Support Service
- Knowledge Base, a comprehensive repository of product data, technical information, and articles written by senior Neuron ESB technical staff
- Access to documentation and release notes
- Online submission of service requests with ability to query status
Architectural reviews and onsite training
We offer complimentary pre-production architectural reviews, and access to onsite training for Neuron ESB Support Services customers. To learn more, email us.
Get answers and support from Neuron ESB experts
Customer Support Service representatives can be reached via web forum, email and phone. For online support, click here (registered customers only).
Neuron ESB customer support service options
| Standard | Extended | |
|---|---|---|
| Best suited for | Customers operating in an environment where technical support is required | Customers running mission critical systems with challenging uptime requirements |
| Support hours | 8am x 5pm PST | 24 x 7 x 365 |
| Response time (SLA) | Level 1 - 2Hrs, Level 2 - 4Hrs, Level 3 – 1 Business Day | Level 1 - 2Hrs, Level 2 - 4Hrs, Level 3 – 1 Business Day |
| Support incidents covered | 20 (per year) | 50 (per year) |
| Other | Cold Disaster Recovery licenses included | Cold/Warm Disaster Recovery licenses included |
| Training | 3 days per year included | 3 days per year included |
| Standard | |
|---|---|
| Best suited for | Customers operating in an environment where technical support is required |
| Support hours | 8am x 5pm PST |
| Response time (SLA) | Level 1 - 2Hrs, Level 2 - 4Hrs, Level 3 – 1 Business Day |
| Support incidents covered | 20 (per year) |
| Other | Cold Disaster Recovery licenses included |
| Training | 3 days per year included |
| Extended | |
|---|---|
| Best suited for | Customers running mission critical systems with challenging uptime requirements |
| Support hours | 24 x 7 x 365 |
| Response time (SLA) | Level 1 - 2Hrs, Level 2 - 4Hrs, Level 3 – 1 Business Day |
| Support incidents covered | 50 (per year) |
| Other | Cold/Warm Disaster Recovery licenses included |
| Training | 3 days per year included |