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RedSeal Networks

At RedSeal Networks Global Customer Support, we’re completely committed to your long-term success via consistent delivery of dynamic, lasting support partnerships.

Unparalleled Global Expertise

RedSeal Customer Support Engineers work around the clock, worldwide, troubleshooting any obstacles to the analysis and improvement of your security standing. Our experienced professionals boast impressive security and networking expertise, gained through hands-on interaction with the largest, most complex networks in the world.

A True Partner for Success

Improvement of IT security and risk management across the enterprise takes commitment;
we foster the close relationships needed to help attain your initial goals, and derive maximum return on your RedSeal investment via Global Customer Support.

Our dedication to your success encompasses:

  • Global Reactive Response
    Ubiquitous access to our professional staff no matter where in the world you
    do business, supporting your latest breaking needs.
     
  • Proactive Planning and Guidance
    Customers maintain direct relationships with our experienced staff, providing a constant source of targeted advice, field-proven best practices and advocates working on their behalf.
     
  • In-Depth Knowledge Transfer
    Information resources ranging from all the latest upgrades and extensions to the current version of RedSeal, to advanced training materials, product integration tips and roadmap news.

 

RedSeal Global Customer Support & Services Offerings

The RedSeal Global Customer Support team is available around the clock to offer in-depth guidance and expertise in the effective use of everything from basic features to advanced customization, including design, integration and troubleshooting. Our multi-tiered approach
to support offers a plan for every budget with consistent worldwide delivery. The Premium Plus, Premium, and Basic Support Programs enable customers to select the appropriate level of expertise needed to meet their specific requirements.

  • Premium Plus Support
    • Six or twelve month engagements with full-time on-premises RedSeal support expertise
    • Premium response and service available whenever requested
  • Premium Support
    • Premium access to RedSeal Customer Support via phone, email and web with one hour initial response
    • An assigned Customer Support Engineer (CSE) to handle all your cases (business hours permitting)
    • Two business day RMA appliance replacement
    • Access to training material on the RedSeal customer support portal
    • Defined escalation plan with proactive resolution
    • Monthly RedSeal Straight Talk Customer Newsletter
    • Bi-monthly CSE review calls to discuss cases and determine if any additional actions are required
    • Membership in the RedSeal Customer Advisory Board (CAB)
  • Basic Support
    • Basic access to RedSeal Customer Support via phone, email and web
      with four hour initial response
    • Five business day RMA appliance replacement
    • Access to training material on the RedSeal customer support portal
    • Monthly RedSeal Straight Talk Customer Newsletter