Support Services

Contact SEPATON Support

Tel: 866-657-8400
Email: support@sepaton.com
Customer Support Portal: 
https://www.support.sepaton.com
SEPATON provides 24-hour support, worldwide availability, and your choice of support packages to ensure immediate, complete resolution of your data protection issues. Our comprehensive technical support services include help desk support, issue resolution, integration services, and engineering and software development services. 


World-Class Expertise, Worldwide Availability

SEPATON data protection appliances monitor the status of numerous system parameters and use intelligent diagnostics to automatically notify SEPATON technical support personnel and your administrator(s) in the event of a potential issue. SEPATON support professionals respond immediately to these alerts to ensure that your system maintains maximum availability.

Our highly trained, experienced support professionals have an expert knowledge of both SEPATON technology and the leading backup applications used in today’s enterprises. They are supported by an infrastructure and knowledge-base which enable both a quick response and comprehensive satisfactory resolution. We use a standardized process of response evaluation and escalation to ensure that all of our customers receive the same high quality, customer-focused service.

Technical Support Packages

SEPATON offers two technical support packages* – Basic and Enhanced – to address your enterprise site requirements.

  • Basic Support Program
    The basic support program provides access to our support center twenty-four hours per day, seven days a week (7X24), call logging, onlline technical support, remote monitoring, corrective maintenance, replacement parts, micro code updates, software updates, engineering and field changes and preventive maintenance. The targeted response time for non critical events and replacement parts is the next business day. Hours of operation for replacement parts and non critical events are local business hours 8 AM to  5 PM (local time) Monday through Friday excluding holidays.

  • Enhanced Support Program
    The enhanced  support program provides the services described in the basic support program (above) plus unlimited round-the-clock access to SEPATON technical support from any location worldwide as well as four-hour on-site response times for critical events (as required) and four-hour critical parts replacement.

*some restrictions may apply. Contact your SEPATON representative for details.