2. Support Services
  3. Support Options

Standard Support

The Standard Support option provides case-based coverage during normal business hours, with direct access to the Commvault Technical Assistance Center. Commvault Standard Support addresses many support situations and is best suited for companies with basic service level requirements. This package includes access to:

  • The Commvault Customer Support Center during normal business hours (Monday through Friday, between the hours of 7am to 7pm local time, excluding statutory holidays), for the location in which the software is installed

  • The Commvault Support Portal self-help website, on a 24x7 basis

  • Critical software updates, product enhancements, and new release notifications1

  • e-Support Platforms including Case Management, Knowledge Database, Commvault Documentation, and the Commvault Community

  • Support Account History Reports, provided upon request

For more information on Standard Support, please contact your Commvault representative or authorized Commvault Reseller.

1 Release version upgrades are available per the terms of your maintenance agreement.

Premium Support

Premium Support provides all of the coverage of Standard Support, but expands the window of coverage to 24x7x365. It is designed to address the needs of many enterprises with mission-critical data management environments. The Premium Support option includes access to:

  • Commvault's Customer Support Center (anytime, including holidays)

  • The Commvault Support Portal self-help website, on a 24x7 basis

  • Critical software updates, product enhancements, and new release notifications1

  • e-Support Platforms including Case Management, Knowledge Database, Commvault Documentation, and the Commvault Community

  • Support Account History Reports, provided upon request

For more information on Premium Support, please contact your Commvault representative or authorized Commvault Reseller.

1 Release version upgrades are available per the terms of your maintenance agreement.

CASP Support

Under the Commvault Authorized Support Partner (CASP) program, carefully-selected vendors provide essential support services to our customers, including 24/7 software help desk, along with enhanced service offerings such as on-site health checks and critical support engagements.

Commvault's CASP partners significantly increase both the support capabilities and scope of work that can be made available to Commvault customers in multiple geographies. CASP expands the support experience customers enjoy to provide local language support, improved call handling efficiencies, reduced communication delays, and accelerated time to resolution.

Under the CASP program there are two elements of support:

  • CASP-B: 5x12 Business hour support as provided by the partner, with partner escalation in these support hours to Commvault where needed. Support coverage based on the location of the CommServe® system.

  • CASP-E: 24x7x365 support as provided by the partner, with partner escalation in these support hours to Commvault where needed. Support coverage based on the location of the CommServe® system.