World Class Customer Service with Dell AppAssure Support
Dell AppAssure Support provides a breadth of capabilities and resources intended to maximize the benefits of your Dell AppAssure software to ensure your satisfaction. Our comprehensive support structure, means your time is spent less on issue resolution – resulting in greater productivity for your organization.
From live phone support to email and online ticket submission, Dell provides support that fits your needs and schedule so you can operate more efficiently. With Dell AppAssure Support you:
- Keep software up-to-date – access to critical patches, updates, and new product upgrades
- Beyond troubleshooting – assistance with how-to information, configuration issues and best practice recommendations
- Resolve issues fast – minimize downtime with force of dedicated data protection support agents
We strive to keep things simple yet continue to provide you with the same exceptional service you’ve come to expect.
Standard hours of operation, in region:
- North, Central, and South America: 8 AM-8 PM EST, Monday-Friday
- Europe, Middle East and Africa: 8 AM-5 PM WET, Monday-Friday
- Asia Pacific and Japan: 8 AM-5 PM SGT, Monday-Friday
Service Level Agreement, based on initial contact:
- Sev 1 : 2 hours (ex -Production Server down restore/ VM export)
- Sev 2 : 6 hours (ex – backup failure, replication failure)
- Sev 3 : 8 hours (ex – VM Export failure, UI malfunctioning)
- Sev 4 : 12 hours (ex – Questions, reporting)
Outside standard hours of operations are available for Sev 1 issues.
Contacting Customer Service
AppAssure Knowledge Base
Empower yourself by accessing the Dell AppAssure Knowledge Base. Designed to be the first step in customer service, the Knowledge Base is a repository of helpful technical documents that provide 24x7x365 online technical service. The Knowledge Base captures years’ worth of technical expertise from Dell AppAssure customers, engineers, and partners. Topics range from product architecture to project implementation:
- Product how-to guides
- Troubleshooting instructions
- Reference guides
Creating a Support Ticket
To create a support ticket, fill out our online form and let us know what problems you are having. The information that you provide will be analyzed and assigned to a Dell AppAssure Agent that will contact you.
|Brazil||00 XX1 703-480-0100||N/A||English|
|Mexico||00 XX1 703-480-0100||N/A||English|
|Italy||269 63 3793||3480422||English|
|UK||0844 444 3844||3480422||English|
- Dial the local Toll Free Number.
- After hearing the announcement, press the IVR option (single digit).
- Then, enter the Solution ID or Extension Number for respective country.
|Country||Toll Free Number||Press IVR
|Solution ID/ Extension Number||Language|
|Australia||1300 662 370||9||3911002||English|
|Hong Kong||00852 29693187||9||7601002||English|
|India||1800 425 2070||9||7901002||English|
|Indonesia||007 803 601 5228||8||3401002||English|
|Macau||00853 0800 106||9||7601002||English|
|Philippines||1800 1601 0061||8||4101002||English|
|Singapore||1800 395 7935||8||3201002||English|
|South Korea||080 854 0075||8||3501002||English|
|Taiwan||0080 160 1255||8||3791002||Mandarin|
|Thailand||1800 060 146||8||3801002||English|
Remote Installation Services
Today’s IT organizations are often stretched too thin – consumed with administrative tasks that take time away from more business critical initiatives. We can help. Let us install your AppAssure software and get you up and running quickly with minimal effort with our remote installation package options.
- Basic Remote Installation Service includes:
- Installation and configuration of a single replay core server and up to 4 agents
- Day-to-day backup and recovery management tasks
- Overview of AppAssure technology and support infrastructure
- All of the above, plus ONE of the following:
- Export to VM implementation
- Replication implementation
- Bare metal restore set-up
- Advanced Remote Installation Service includes all services in the Basic package above PLUS:
- Configuration of your retention policy and AppAssure reports
- Disaster recovery testing and validation
Consultation with a highly-qualified certified expert regarding upgrades or system updates is also available via our Remote Advisory Services.
Why Customers Choose
"These guys were fantastic. We've never seen support like this from a backup company before."
Iowa Select Farms
"Dell AppAssure's support has been incredible. What this tells us is that Dell AppAssure is committed to the customer and that we don't have to worry about things not working."
Amin Ladha, CIO,
Washtenaw Community College
"I have called tech support for a few problems but they were caused by me - I tend to get a little overzealous with my retention policies. The support guys there are awesome, really patient and really nice."
"Dell AppAssure's support team is phenomenal!"
"Dell AppAssure's technical support team was really good, very knowledgeable."
Manager of IS,
"Our servers didn't meet the minimum requirements so tech support helped me install an earlier version of Dell AppAssure, take a snapshot, then upgrade Exchange. I'm really busy so I could only work on things a bit at a time. Tech Support stayed with me the whole way."
Director of IT,
Shelly Automotive Group
"I believe in this product. I feel more confident about all my systems, and Dell AppAssure's tech support has been great!"