Summary:
This FAQ provides an overview of Xvantage™ Unified Support, including its key features, available support channels, and how to access support within Xvantage™.
Table of Contents:
What is Xvantage™ Unified Support?
Is there a cost to use Unified Support?
How do I access Unified Support in Xvantage™?
Can I continue submitting support requests by email?
Do Hardware and Cloud Support use separate channels?
What support channels are available?
Question #1: What is Xvantage™ Unified Support?
Answer: Xvantage™ Unified Support is a centralized support experience that enables users to manage platform, hardware, and cloud-related inquiries through a single support channel.
Key Benefits:
Single Sign-On (SSO) access
Simplified case submission and management
Real-time case tracking
Self-service support through Knowledge Base articles
Consistent communication through notifications and email updates
Faster access to support resources and issue resolution
Question #2: Is there a cost to use Unified Support?
Answer: No. Xvantage™ Unified Support is included with the Xvantage™ platform and is available at no additional cost.
Question #3: How do I access Unified Support in Xvantage™?
Answer: To access Unified Support:
Log in to Xvantage™.
Select Help & Support from the left navigation menu.
Enter your question, issue, or keyword in the search field.
Review the suggested Knowledge Base articles or create a support request if further assistance is required.
Question #4: Can I continue submitting support requests by email?
Answer: SWhile some legacy email channels may still be available, Xvantage™ Unified Support is the recommended method for submitting support requests. As support services continue to be consolidated within Xvantage™, email-based submission methods may be phased out.
Using Unified Support provides:
Improved visibility into support cases
Centralized case management
Easier tracking and status updates
A more consistent support experience
Question #5: Do Hardware and Cloud Support use separate channels?
Answer: No. Unified Support provides a single experience for submitting and managing support requests across hardware, cloud, and platform-related services.
Question #6: What support channels are available?
Answer: Unified Support offers multiple support options, including:
Knowledge Base (KB) articles for self-service assistance
Guided search for common questions
Support ticket submission
Case tracking and status updates
Email notifications for ongoing case communication
Additional support options may vary based on region, service, or support entitlement.