Panzura backs our products with diligent customer support based on three guiding principles:

  • You will receive rapid response and frequent communications until your problem is resolved.
  • We will listen and be honest with you.
  • We will take ownership of and accountability for your problem.

To contact Panzura support:

Panzura Support Portal

If you would like to establish a Panzura support account, just contact your Panzura sales representative or e-mail us at support@panzura.com


Panzura Technical Support is geared to provide proactive and efficient support services to ensure continuous operation of the Panzura System and all Cloud Storage Controllers through automated monitoring, proactive corrective action and priority servicing.  Panzura’s support choices are designed to offer flexibility and to best fit your operational requirements and budget.

The following table summarizes the support options available and the associated service levels.

Warranty

Silver Support

Gold Support

Software Update 30 Days from system shipmentMaintenance  release updates  and fixes only Maintenance and Feature updates Maintenance and Feature updates
Phone Support 9AM to 5PM US Pacific Time
8 hour initial response
9AM to 5PM US Pacific Time
4 hour initial response
24 x 7 x 3651 hour initial response – priority queue
Hardware Replacement 1 year from system shipment3 business days after receipt of defective part  (no advance replacement) Advanced Replacement2 business days after issue is diagnosed Advanced ReplacementNext business day after issue is diagnosedUpgrade Option:
On site spares
On-line Support Access to online knowledge
base, case management, user community
Access to online knowledge
base, case management, user community
Access to online knowledge
base, case management, user community
System Monitoring Remote monitoring subject to customer authorization Remote monitoring subject to customer authorization Remote monitoring subject to customer authorization
Email and Web case support 9AM to 5PM US Pacific Time
8 business hour response time
9AM to 5PM US Pacific Time
4 business hour response time
Priority email response
On-site Support Not available Upgrade Option:
Assigned Field Service Engineer (based on availability)
Upgrade Option:
Assigned Field Service Engineer (based on availability)
System Audit Service Not available Upgrade Option: Detailed audit of system performance (semi-annual) Upgrade Option: Detailed audit of system performance (semi-annual)
Account Management Not available Upgrade Option: Technical Account Management with Quarterly Business Review Upgrade Option: Technical Account Management with Quarterly Business Review

The Panzura Cloud Storage Controller ships with support features that enhance a Panzura support engineer’s ability to remotely assist customers with troubleshooting and configuration tasks.  Support features include basic diagnostic tools to troubleshoot connectivity issues, automatic download of new software images, sharing of log events with Panzura support, and secure remote access for Panzura support engineers to the System’s web user interface.  All external communications are fully encrypted and disabled by default.  Customers must explicitly enable support features which initiate external communications.

The Panzura Operating System is tied into Panzura Support to provide the following advanced capabilties.

Automatic Software Upgrades

The administrator of the Panzura System has the option to enable the system to automatically check Panzura’s support servers for new software upgrades.  This works much like Microsoft’s Windows Update feature.  Each Panzura Cloud Storage Controller leaves the factory with its own unique certificate used to authenticate and secure communications with the Panzura Support servers over an SSL connection.  If enabled the Cloud Storage Controller will check Panzura support servers for available upgrades nightly.  Software images are downloaded and prepared for upgrade.  Customers must explicitly reboot the system for the upgrade to take effect, allowing upgrades to take place during planned maintenance windows.

Automatic Support Log Uploads

The Panzura System offers an option to automatically upload system support logs to the Panzura Support server nightly for remote monitoring of system health.  No customer specific configuration data or information is included in the support logs.  No data is automatically transferred without explicitly enabling this functionality.  There is also the option to upload error log data manually on a single event basis.  This data helps a remote support engineer in troubleshooting reported problems encountered by the customer during a support call.

Support Assistance

The Panzura System offers remote support assistance.  This feature allows for the administrator to temporarily provide remote access to the Cloud Storage Controller during a support call so a Panzura support engineer may access the Web-UI and help the administrator to configure or troubleshoot the system.  This feature is disabled by default and must be explicitly turned on.  Access to the Web-UI is still controlled by username and password, which is controlled by the local administrator.  The administrator controls whether read or read/write access is granted to Panzura’s support personnel.

When enabled, the Panzura Cloud Storage Controller opens a secure AES-256 bit encrypted tunnel with 4096 certificates on both ends.  Each Cloud Storage Controller is shipped with its own unique certificate.  Connections through the secure tunnel are limited to the Web-UI and Panzura CLI.  All connections are password protected and controlled by the customer.  Only Panzura support engineers have access to the Support server.  The Support server itself cannot initiate connections.  Connection to the Support server must be initiated by the Cloud Storage Controller through direct customer configuration.

Summary of Support Features

All support features are configurable and disabled by default.  The administrator must explicitly enable any support features that connect to services outside the Panzura Cloud Storage Controller itself.

  • Optional Automatic Upgrade Support
  • Optional Automatic Support Log Submittal
  • Optional Support Assistance (Remote View)
  • AES-256bit encrypted communications
  • Secure communications with 4096 RSA certificates
  • Independent Read-only and Read/Write password protection