Services Support FAQs

Here are two ways to get in touch with Proactive support:

A mail from the customer (using official/organizational mail ID) along with contact name, respective contact number, subject defining the issue and serial/subscription number of an affected inventory.

If the Return Merchandise Authorization (RMA) is created before 2:30 PM, the device or part must be delivered by the next business day, before 5:30 PM. If it's made after 2:30 PM, the device or part must be delivered within two business days before 5:30 PM.

In Cisco contracts, LLW (Limited Lifetime Warranty) provides basic hardware replacement coverage for eligible Cisco products but has specific limitations. LLW parts usually get delivered within 10 days at the client's location.

A product is classified as DOA if it fails upon initial installation or within a short-predefined period (usually 90 days from shipment).
An RMA is a broader process that allows customers to return defective or failed hardware for repair or replacement. This applies to devices that fail after the DOA window has passed.

Managed Services, Professional Services, Multi-vendor support services and Staffing services are available.

Once your ticket is closed, complete the feedback form link shared via mail. Your input helps us improve our services.

Please refer to the shared escalation matrix if your issue remains unresolved.

Resolution time varies based on the issue's complexity, but we adhere strictly to SLA guidelines. You will receive regular updates and prompt notifications.

We provide 24X7X365 support either over our Toll-Free number or support mail. Assistance is available anytime, including holidays.

This link helps to get the details regarding the issue along with the severity and confirmation of the device's entitlement through its serial number. Once the auto entitlement is completed within 30 minutes, an engineer gets assigned to a case for assistance.