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Support

Support Overview

Bay Microsystems understands what matters most to you. With a full range of system support service programs, Bay helps ensure the stability and operation of your mission critical network. Bay’s service offerings provide system support for existing and emerging network infrastructures in small to global IT environments. Bay provides the people, process, and tools that you need to maximize network uptime, availability, and performance.

We offer four standard system support service programs, which can be selected based on the needs of your IT environment:

• Bronze
• Silver
• Gold
• Platinum

Our service offerings are flexible and can be customized to meet your operational requirements. If one of our standard system support programs does not meet your needs, services offerings can be customized to fit your requirements. For more information about Bay system support services, please contact your Bay sales representative.

Need help with installation, network design, and more? Also ask about our technical training and professional services offerings.

Customer Support Center

Bay’s Customer Support Center (CSC) provides customers that have an active support service contract with 24 x 7 on-line access to:

• Software updates
• Patch releases
• Release notes
• Documentation

For customers with active support service contract, please login to access our Customer Support Center.

Technical Assistance Center

Bay’s Technical Assistance Center (TAC) provides customer access to Bay’s support engineers via email or phone in support of product-related questions, troubleshooting assistance, RMA requests, and diagnostic procedures to restore and resolve your network issues. Reponses to email inquiries are provided by next business day.

Phone support hours are based on service levels:

• Bronze, Silver, Gold: 9 x 5 (8:00 AM – 5:00 PM EST, Monday - Friday; Excluding Holidays)
• Platinum: 12 x 5 (7:00 AM – 7:00 PM EST, Monday - Friday; Excluding Holidays)

In addition, Gold and Platinum service levels offer 24 x 7 after-hour phone support for network outages (for Severity Level 1.)