Support
We are Committed to Your Success
Our highly experienced global support engineers are committed to your success and are guided by these important principles:
- Customer centered
- Rapid response
- Accountable
If you would like to establish a Panzura support account, contact your Panzura sales representative or e-mail us at support@panzura.com.
Enterprise Support That You Can Depend On
Global
Have confidence that you will receive consistent support no matter where you are around the globe.
24×7
Your success happens 24×7, so we operate that way too. We are here when you need us.
Auto Tools
We incorporate automated tools to ensure that we solve your problem efficiently.
Experienced
Your enterprise-class customer support begins with highly experienced support engineers.
Caeli Collins, VP of Customer Support, Panzura, on challenges, opportunities, and best practices in setting up a world-class support organization.
Maximize Your Return on Investment
Professional Services
Value-based solutions to help you deploy and realize successful adoption of your Panzura solution.
Education
Panzura Freedom Foundation on-site or remote training to empower your team.
Technical Account Managers
A trusted advisor who knows your business and environment, works closely with your team, and provides personal support.
Choose Your Support Level
We offer four tiers of support to give you the flexibility to meet the needs of your enterprise.
Warranty
Silver
Gold
Platinum
Support Assistant Available When You Want It
Our Support Assistant (SA) tool allows temporary or full-time remote access to your Freedom Filer for a Panzura Support Engineer to assist with system configuration and troubleshooting. You control who has access to your system and when they have it. SA is disabled by default at the time of installation. You choose when and how much access to allow.
Enable “Automatic Uploads” to send daily support logs to Panzura to facilitate troubleshooting.
Choose “Full Access” to allow real-time access to monitor, diagnose, and resolve issues quickly.
Access through a secure tunnel using AES-128 encryption with 2048 bit RSA public key encryption.
Security Advisories
We understand that you trust us with your most sensitive information, and we strive to earn that trust. Because of that, Panzura solutions are designed to meet the highest security standards.
We publish Security Advisories to notify you of any security vulnerability issues related to Panzura solutions. Each advisory contains detailed information regarding the vulnerability, affected systems, threat severity, and risk mitigation techniques.
Product Support Life Cycle and End of Life Policy
As a technology company, Panzura products evolve rapidly culminating in new hardware and software products for customers. As is common practice in the technology industry, these new products will often replace previous generations or revisions. When this occurs the End-of-Life (EOL) and End-of-Support (EOS) policies defined in this document are applied.
How to Contact Us
Call us at one of the numbers below, email us at support@panzura.com, or open a case through your portal account.
Don’t have a portal account? Email us at support@panzura.com to have one created.
North America
1-855-Panzura (1-855-726-9872)
United Kingdom
+44 (0) 8081 010 928
Rest of World
1-408-457-8505
