Process

When you purchase any Elina product, it comes packaged with a strong, knowledgeable, and responsive support team. Elina is committed to provide timely resolution of product issues to it customers. Depending on the support contract you buy, Elina will assign dedicated support personnel to help you resolve any network or product level issues. The support team can also provide network design and consultancy services.

 

 Support Flow

 

Elina Issue Tracker provides a web-based  Problem Report (PR) system for logging, tracking and escalating support calls. It is provided to you at no additional cost!

Elina uses a geographically-diverse DNS server (elinadns.com) to track all customer installations so that each  installation can be referred to by common name, rather than an IP address.

Elina's documentation, troubleshooting tools and FAQs will help you resolve any product  or networking problem.

Escalation matrix

The following matrix shows how the escalation process will be handled. The specific support team and sales contact will be customer dependent.

Team

Contacts

First level support call

Support team member assigned to customer.
email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call the TAC number

First level escalation

Support Team Leader,
Mr. Ajit Hegde (ajit at elinanetworks.com)

Second level escalation

Elina Sales contact: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Third level escalation

Mr.Sashidhar Chakravarthy VP Operations (sashi at elinanetworks.com)

 

 
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