/ Existing customers
Product support for existing customers.
Existing customers use the support path named in their agreement. If you cannot reach it, write to sales@suryatechnologies.com and say that you are an existing customer; the message is routed to product support, not to new business.
Product faults inside the accepted scope are Surya's to resolve, at no consulting fee. If your question is about a change to the standard, say so and it is routed to the product change process.
sales@suryatechnologies.com/ Before you buy
What support is specified before purchase.
Product support covers faults within the scope you purchase. Your written proposal identifies incident priorities, escalation and any field-response coverage for the products you select. Operated products are covered three shifts, 365 days a year; response commitments are set per scope.
Around-the-clock operation, automation and response commitments apply to the purchased operated products - Standby, Endpoint, Fabric and Foundation - within the written scope. Room operation follows its own written support scope. For component purchases, the quote names the manufacturer and subscription support responsibilities, including subscription support for licensing bought through Surya, and the setup and handover support Surya provides.