Reginal Technical Support

Our Regional Customer Service organization in EMEA & AFRICA are dedicated to resolving your technical challenges and helping achieve the highest value for you by securing your investments over time. We are committed to assuring that our solution yields the expected capacity and performance during its entire operational life.
Our Technical Support Centers are staffed with experienced professional support teams trained to help identify and resolve any technical issues or queries you may have either remotely, or if necessary and agreed upon, on-site via the dispatch of a service engineer.

Local/Regional Support Center

Our Service & Support centers located in Palestine offer you immediate, professional assistance with any technical queries. This service includes all post-sale technical aspects and can be obtained via our Technical Support Centers, Emergency Support Hotline or via the on-line support form for our SLA customers.

EMEA & AFRICA Customer Support Centers

Our Technical Support Center addresses any questions you may have regarding our products and solutions. You may contact our Technical Support Center via our website, email or phone, and will be assisted by an experienced specialist who has a thorough understanding of the full product portfolio. Technical Support Center service is available from any of our Service & Support Centers, seven days a week during standard business hours, and 24/7 for SLA customers.

Emergency Support Hotline

Understanding network availability requirements, we offer our SLA customers immediate, around-the-clock support through our 24-hours-a-day, 365-days-a-year Emergency Support Center.

Technical Account Manager (TAM)

As part of our SLA service portfolio, we offer a TAM service that enables the highest level of service by means of a dedicated local point of contact to:

• Follow up on open issues
• Make sure KPIs are achieved
• Generate periodic reports to be presented in face to face meetings

On-Site Support

Most technical support service requests are resolved remotely. For those issues that cannot be resolved remotely, on-site support provided by certified and experienced technical support specialists is available.

Hardware Repair Service

We operate both local and global centers for hardware support services. In the case of suspected hardware failure, contact our Hardware Support Center at repairs@coolnet.com to receive one or more of our services which include:

• Spares management
• Screening
• Repair
• Replacement
• Advance replacement

Emergency Support Hotline

Understanding network availability requirements, Coolnet provides immediate, around-the-clock support through its 24-hours-a-day, 365-days-a-year Emergency Support Center. Customers are assisted until problems are solved to their satisfaction.

MATERIALS & DOCUMENTATION

If you are an existing customer, complete this application to gain access to our Value Knowledge Center – your single source for materials and documentation.