Our technology is complex. But our solutions are simple. Contact our support team to answer all your questions.
Rasilient Systems’ support team provides a complete range of support services. Please carefully review our message below, outlining the information required by Rasilient’s tech support in order to provide you with the best possible service.
The Americas
Customers can contact technical support with the following 3 methods
- +1 (408) 730-2568 or +1 (888) 902-8991 (select option 2)
- Phone service is available 24x7x365.
- For Warranty support, this is the suggested method to report issues.
- Email: techsupport@rasilient.com
- Email requests will be processed during regular business hours.
- Monday through Friday from 9:00AM – 6:00PM Pacific standard time (GMT -8)
- Online: /support/
- This is the recommended method for requesting assistance unless the issue is critical and requires immediate response. The online web page helps you enter the details and creates a case. It is accessible 24/7 and 7 days a week. Requests made using the online ticketing system will be processed during normal hours of business.
- Monday through Friday from 9:00AM – 6:00PM Pacific Standard Time (GMT -8)
- Hours of Operation and Response Times
- Phone support hours are 24x7x365.
- Emails are handled Monday through Friday from 9:00AM – 6:00PM Pacific Standard Time (GMT -8).
- Shipping hours are from 9am to 4:00pm Pacific Time (GMT -8:00 hours).
- Warranty replacement shipment requests that are received and processed before 4pm Pacific Standard Time will ship overnight the same day.
Outside the Americas
Qatar – (+974 50 188 332) Haseem
UAE – (+971 55 502 4373) Daniel
- (+971 55 107 6780) Rakesh
- (+971 56 550 6682) Aswin
- Phone service is available 24x7x365.
- For Warranty support, this is the suggested method to report issues.
- Email: supportme@rasilient.com
- Email requests will be processed during regular business hours.
- Sunday through Thursday from 9:00AM – 6:00PM (GMT +4)
- Online: /support/
- This is the recommended method for requesting assistance unless the issue is critical and requires immediate response. The online web page helps you enter the details and creates a case. It is accessible 24/7 and 7 days a week. Requests made using the online ticketing system will be processed during normal hours of business.
- Sunday through Thursday from 9:00AM – 6:00PM (GMT +4)
- Hours of Operation and Response Times
- Phone support hours are 24x7x365.
- Emails are handled Sunday through Thursday from 9:00AM – 6:00PM (GMT +4)
- Shipping hours are from 9:00AM – 4:00PM (GMT +4) Warranty replacement shipment requests that are received and processed before 4pm Pacific Standard Time will ship overnight the same day.
Support
Stage 1 – When calling Rasilient Technical support, please be prepared with the following information:
- Your company name
- Your name Rasilient
- Product model number
- Rasilient Product serial number
- Was the product purchased directly from Rasilient or a third party such as distributor or Integrator
- Please clearly explain the symptoms with respect to the issue with the product. Be ready to perform suggested troubleshooting and/or allow dialing into the network to help diagnose the problem.
Stage 2 – Technical Support will create system notes regarding the call, troubleshooting performed and the end result.
- A case number, for reference to the system notes, will be issued to the calling onsite technician.
- The case number will be needed, in order for a Rasilient Systems support team member to generate a Return Authorization (RA).
- An RA can only be issued to a vendor who is a direct customer of Rasilient, like a distributor or a partner integrator.