Have a Question or Need Help?
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Help Center
The nexus of all things about EcoStruxure IT. Access useful articles, how-to guides, latest release notes and much more.
EcoStruxure IT Forum
Get help from or exchange tips and ideas with data center professionals from across the globe.
Submit a Ticket
Need additional assistance?
Submit a ticket here and our CX team will be in touch with you.
Customer Support
Our experienced Customer Success and Support teams will make sure you always get the full value out of EcoStruxure IT when it comes to rapid problem solving, proactive optimization through key insights, and deployment of industry best practices. Whether your goals are modest or ambitious, the EcoStruxure IT Customer Experience team has the expertise to help you achieve them.
Customer Success Management
Our global customer success team will be with you every step of the way, from sign up to success. We’ll make sure you get started in no time, and are ready to fly on your own with our powerful SaaS solution. Once you’re up and running, we’ll be in touch regularly, whether you need assistance, training on new features, or maybe just to share the latest industry best practices to help you take your game to the next level.
- Assigned customer success manager
- Basic and advanced technical setup
- Remote training sessions
- KPIs and business reviews
- Insights, advice, best practice sharing
Contact your local sales representative for more information.
Support
Our support agents are always available at your fingertips to quickly troubleshoot and solve technical issues with our products. We are responsive and efficient. We’re here to help you – nothing else. Support is accessible from the Help Center and the Community.
- Useful self-help articles
- Powerful user community
- Getting started info package
- Unlimited service requests
- Fast resolution time
CX onboarding package
With our onboarding package we assign a Customer Success Manager and a Support Associate to you for the duration of the 4-week onboarding process. In this way we make sure you get up and running as fast as possible and with minimum risk. We will be with you step by step until you are set up correctly and ready to continue on your own.
STANDARD
ONBOARDING- Welcome call
- Automated onboarding assistance
- Technical support via help center articles, support community and support tickets
ASSISTED*
ONBOARDING- 4 weeks onboarding project
- Assigned Customer Success Manager
- Assigned Support Associate
- Support ticket queue prioritization
- Best practices consultation
- Live online training
- Weekly review meetings
- Contact your preferred partner or a local sales representative to learn more!
- * only for IT Expert.
Meet the team
Victor
Raymond
CX Operations
Jeanne
Justine
Customer Success
Daniel
Customer Success
Andrew
Customer Success
Camille
Customer Success
Andrew
Hayley
Customer Success
Angelica
Customer Success
Allen
Support
Aidan
Customer Success
Andrew
Customer Success
Kent
Support
Nadim
Customer Success
Kemilyn
Customer Success
Jef
Support
Carlos
Customer Success
Jackie
Help Center and Community
Casey
Customer Success
Robert
Support
Greg
Customer Success
Christianne
Customer Success
Marianne
Customer Success
Martin
Customer Success
Polina
Customer Success
Paul
Customer Success
