Support Services Experience
Your data is important and your business requires mission critical availability from IT. Violin provides customers Support Services to deliver the response appropriate to your business environment.
Customers can access support through email, worldwide toll-free phone numbers, a custom Support Portal, and Callhome capabilities. Our Technical Support Engineers bring expert level troubleshooting to resolve customer issues and if needed, to dispatch an RMA and replace parts onsite within four hours. Violin engages a global team of partners that provide hardware delivery and replacement, but rest assured, Violin’s commitment is with our customers. Our Callhome tool provides predictive analytics, proactive support with automated notification of select system events, proactive diagnosis of potential problems, and automated case creation.
Access the Violin Support Center
Access the Violin Customer Support Portal to open a technical support case, find the latest software releases, download documentation, and access our knowledge base.
Violin Support Center Login
If you don’t already have a Violin Support Center account, Click Here.
Support Services and Plans
In addition to a comprehensive warranty, Violin offers three levels of support services:
Silver—Includes 24x7x365 access to technical support, software support (including access to major upgrades and maintenance releases), next-business-day hardware delivery, and hardware replacement by a trained field service engineer.
Gold—Includes everything in the Silver plan plus 4-hour replacement hardware delivery, and hardware replacement by a trained field service engineer.
Platinum—Includes everything in the Gold plan plus a dedicated toll-free number to customer support, access to Prime Technical Support Engineer, a Service Account Manager, bi-annual comprehensive health checks, and remote training.
|SW maintenance releases for Major/minor upgrades
Features that require separate SW licenses are not included
|Hardware||3 years standard||Included up to 5 years||Included up to 5 years||Included up to 5 years|
|Tech Support||9-5 local time||7x24x365||7x24x365||7x24x365|
|Replacement HW Delivery||Return to Factory||NBD for select locations||4 hours||4 hours|
|Dedicated Toll Free Number||Not Included||Not Included||Not Included||Included|
|Prime Technical Support Engineer||Not Included||Not Included||Not Included||Included|
|Service Account Manager||Not Included||Not Included||Not Included||Included|
|Comprehensive Health Checks||Not Included||Not Included||Not Included||Included|
|Training||Availble for purchase||Available for purchase||Available for purchase||Included|
|Professional Services||Availble for purchase||Available for purchase||Available for purchase||Available for purchase|
|Media Retention||Availble for purchase||Available for purchase||Available for purchase||Available for purchase|
Register for Support
Register for a Support Portal account to take advantage of Violin Support Services; including documentation, software updates, Violin Symphony, and host agents.
Enter a Violin Serial Number to expedite your account validation. Ways To Locate the Serial Number:
- V-7700 Controller: inspect the pull out tag on the front of the 7700 Controller
- V-7000 FSP: inspect the label on the right side of the Flash Storage Platform; collect the chassis serial from the output of ‘vinventory’ at the Array Controller Module master.
- V-6000 Array: inspect the label on the right side of the Flash Array; collect the system serial number from the output of ‘vinfo’ at the Violin Gateway.
Customer Support Resources
For general support questions or help with a forgotten password, email email@example.com
To set up a new account, Click Here
For customer service issues such as payment, shipping, and support contract issues, please contact Customer Service.
Customer Support Contacts
To contact Violin Customer Support by phone, dial 1-855-846-5465. Outside the United States, please refer to the list of international telephone numbers below.