You can reach the Technical Support Center by phone, email or through a dedicated issue tracking system. EdenWall clients are granted one of the following service levels, depending on the support contract they choose:

Silver Support Contract
- Support during working hours, working days.
- Hardware return and replacement if required by diagnosed criticity level.

Gold Support Contract
- 24/7/365 support
- Hardware return and replacement in 24 hours after diagnosis if required by critical level diagnosed before 3 pm (UTC + 1 up to 2010, March 27 and after 2010, November 1, UTC + 2 from 2010, March 28 to 2010, October 31).

The EdenWall Technologies Technical Support Center is a team of skilled network engineers. They are dedicated to rapidly solving any issues occurring on EdenWall appliances and improving client satisfaction.

To provide you with a fast and durable solution, the Technical Support Center first associates issues with a criticity level.

Level 1: Critical
Hardware out of order. Stalled production. No workaround.

Level 2: High priority
Highly dysfunctional hardware. High impact on production level. Workarounds available.

Level 3: Average priority
Dysfunctional hardware features. No impact on production level. Workarounds available.

Level 4: Low priority
Functional hardware. No impact on client. Additional information or technical help required.