Support

NOTE TO SERVERVAULT CUSTOMERS: If you accessed this area to reach our support team regarding an environment currently hosted at ServerVault, or to submit a trouble ticket, please click here to be directed to the SecureView customer portal.

ServerVault Customer Support

ServerVault prides itself in delivering superior customer support, providing live coverage 24 x 7 x 365 with highly technically proficient people with certifications in various IT competencies. ServerVault’s goal is to resolve 90% or more of all issues on the first call.

ServerVault’s first line of support is technical, so customers do not have to "educate" our staff on what the problem is or why it is occurring. We proactively work with our customers to address requests or issues, and ServerVault's mean-time-to-repair (MTTR) consistently exceeds our clients' expectations.

To achieve this, ServerVault has collapsed the traditional three tiered help desk model down to two tiers. This model promotes a higher level of experience and expertise on the first level support team, and reduces the number of handoffs of issues during problem resolution.

Clients also have direct access to ServerVault’s 2nd level Technical Support for 24x7x365 assistance with any system administration issues. ServerVault can also interface with its clients’ event management processes and systems for seamless handoff if desired.

Experience

Our team of system, network, and security engineers have years of experience and maintain active certifications in virtually every technology area including Sun system administrators, CCNAs, MCSEs, MCPs and MCDBAs as well as those certified by COMP-TIA Security+ to ensure the highest level of expertise and service.

Communication

Because ServerVault believes that customer satisfaction is an ongoing process, we promote and recommend regularly scheduled customer feedback sessions that facilitate the exchange of ideas towards the goal of continuous improvement. ServerVault not only becomes involved in the customer's implementation, but also documents the entire operations history and relevant customer information to a central database within SecureView, our secure, customized customer portal. This guarantees that every authorized ServerVault employee at any time can have instant access to that client's information.

Note: Due to the sensitive nature of ServerVault client applications, we must restrict distribution of certain sensitive and proprietary information to qualified individuals only. For more information please contact ServerVault at info@servervault.com.