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Support

Quality customer support is an integral part of every solution we sell. FileTek's Customer Support Services (CSS) group supports you every step of the way — from initial product installation planning through future hardware and software upgrades — to maximize your company's investments in FileTek StorHouse systems.

How to Reach Us
To reach our Customer Support Center from North or South America, call 1-800-899-8920.

Outside North and South America, call +44 (0) 20 78725583 for support, or page a customer support representative at +44 (0) 765 9137602.

Please have the following information ready:

• Name of your organization

• Your name and the telephone number at which you can be reached

• Brief description of the problem and your opinion as to its severity level

Always available
Our team of skilled hardware, software, and logistics specialists is available to serve you 24 hours a day, 7 days a week, through a toll-free customer response number. Calls are handled according to a well-defined call management process, which allows you to establish the call priority for first event calls and CSS to assign the appropriate specialist.

CSS's team of specialists is backed up by FileTek's software developers, hardware engineers, executive management team, and service partners. This network enables CSS to provide high-quality worldwide customer support.

Our greatest strength is teamwork.

About Our Services
CSS provides the following services:

• Full-service international support center at FileTek headquarters—24 x 7 x 365 response to all support calls

• Extensive predictive maintenance tools for investigating, monitoring, and tracking system activity

• Proactive support in response to the StorHouse automated Call Home feature

• Remote diagnosis using the StorHouse remote dial-in capability

• Regular analysis of hardware life cycles to proactively replace system components before problems occur

• Automated recovery processes and tools

• Hardware support and field-replaceable units within two hours of problem determination

• Maintenance kits and selected spare parts at all customer sites to expedite hardware maintenance and repairs

• Comprehensive worldwide field support network

We are determined to satisfy all your service needs.

Our Commitment to You
FileTek and the CSS team understand that high data availability means greater profitability and business growth for our customers. We measure our success by your company's ability to achieve its business objectives with our products.

The CSS mission is clear: zero unscheduled downtime.

Support Staff
FileTek has a deep-rooted commitment to customer support based on a successful infrastructure that was built to serve you. Our services are designed to meet your company's needs and to assist in your continued success.

For more information about our Customer Support staff and the services that each department provides, click the following links - National Systems Support, Software Technical Support, Product Support, Field Operations, Logistics Support.

More Information
- Education
- Remote Monitoring Service
- Knowledge Base
- View CS Documents
- Logistics Support
- Field Operations
- Product Support
- Software Technical Support
- National Systems Support

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