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SolidFire Active Support
Support shouldn't be something that happens every once in a while.

Active Support

At SolidFire, support is an active process that happens consistently from the moment a SolidFire cluster is deployed. SolidFire Active Support continuously monitors and diagnoses systems, ensuring SolidFire products are maintained and operated at the highest possible level of availability and performance.

The 5 elements of SolidFire Active Support:


Features Benefits
Proactive Philosophy SolidFire Active Support continuously monitors your systems, proactively alerting you when a problem is present.
Active IQ Access to real-time analytics is invaluable in managing and maintaining system performance. SolidFire's Active IQ runs real time diagnostics and analysis at the system and volume level, displaying historical data and trending analysis. Active IQ data is stored and accessible for up to five years.
Secure Assist SolidFire support can remotely and securely log-in to systems to provide hands-on real-time support.
24x7x365 Worldwide Availability SolidFire's support is global: International offerings are available, with up to 4 hour break-fix.
Expert Support Engineers At SolidFire, calls and cases are handled by tier three support engineers who can resolve your issues or answer your questions the first time, every time.

Active IQ

System monitoring without the heavy lifting

Proactively monitor the performance and health of your storage with less effort

SolidFire Active IQ, a key element of Active Support, provides real-time health diagnostics and historical trending at the cluster, node, account, and volume level. Active IQ displays information about the health of all deployed SolidFire clusters, all through a single management console. Active IQ features include:

  • Consolidated monitoring and custom alerting
  • Granular data on system performance and health
  • Five-year data retention period

Find the Level of Support for your Business Needs:

SolidFire offers two levels of Active Support, in addition to our comprehensive warranty

  Basic System Premium
4 Hour On-Site Support with Spares  
Assigned Technical Account Lead and On-Site Services  
Active Cluster Monitoring and Problem Notification
Active Case Updates and Notification of Element Releases/Upgrades
Replacement Parts Delivery Time NBD 4 Hour
Support Availability 24/7/365 24/7/365
Support Response Time Sev 1 - 2 Hour
Sev 2 - 4 hour
Sev 3 - NBD
Sev 1 - 30 min
Sev 2 - 2 hour
Sev 3 - 4 hour
Unlimited Access To Customer Knowledge Base / Support Portal
Unlimited Access to SolidFire Updates and Patches
Unlimited Access To Updated Release Notes, API Guides and User Guides
Active IQ (Unlimited Clusters)