3. Getting Started
3.1 Preparing for Installation
After placing your order with VDURA, your Systems Engineer or service partner will provide you with a site survey document to help prepare for product installation. VDURA would also like to know who from your team will be authorized to contact VDURA Customer Service. These individuals should have Support Portal accounts set up ahead of time, so that they can contact us at any point during or after the installation of your VDURA product. If you are being supported by an authorized support partner, simply contact your partner for assistance.
Your product will ship to the desired location and should prove simple to install with minimal time and effort using our installation documentation. VDURA also offers installation services should you require assistance with product installation and configuration.
3.2 Who’s Who?
The VDURA Customer Service team consists of many individuals who may become engaged at different stages in the product lifecycle, but all work together to ensure that your expectations are met or exceeded and you remain a long-time satisfied customer.
| Role | Description |
|---|---|
| Account Executive | Customer sales contact or channel partner account manager. |
| Director, Global Services | Acts as interface between all customer issues and engineering, sales, operations, and executive management teams. Serves as second-level escalation point. |
| Sales Operations | Works with Account Executives and the Director, Global Services on issues with customer product orders, as well as service upgrades and renewals. |
| Service Operations Analyst | Works with TSEs, Sales, Operations, and Account Executives on problems associated with asset entitlements, RMA delivery, failed part returns, and any other logistics-related issues. |
| Service Team Leader | Ensures all customer issues are progressing towards resolution and serves as a first-level escalation point, should SRs be escalated by customers. |
| Systems Engineer (SE) | Partners with Account Executives to provide pre-sales technical support. Introduces VDURA products from a technical perspective and helps integrate storage solutions. Responsible for site surveys prior to installation and informal training on basic product usage. |
| Technical Support Engineer (TSE) | Once a product is installed, the Customer Service team provides post-sales support for hardware and software. TSEs work on SRs, which are usually created by our customer and partner contacts for products under valid warranty or service subscription support. TSEs are responsible for solving technical problems and work with Service Management on issues they are unable to solve. |
| Technical Writer | Creates and maintains a variety of internal and customer-facing documents and online resources. |
| Vice President, Engineering | Focuses on new product delivery and existing product quality. |
3.3 Contacting VDURA Customer Service
There are several ways to contact VDURA, depending on your needs.
| Need | Method |
|---|---|
| Internet | The VDURA Support Portal at support.VDURA.com provides access to submit a service request. It also offers access to service advisories, release notes, and product documentation to assist with technical issues. |
| Technical Support, by telephone (North America) | 1-888-726-2727 |
| Technical Support, by telephone (International) | 1.412.323.6439 |
| Technical Support, by email | technical-support@vdura.com |
| File a Service Request | support.VDURA.com |
You can get technical support and file service requests using any of these methods.