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Nevales Technical Support
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Nevales Networks is dedicated to delivering world-class technical support which consistently meets or exceeds customer expectations.
  • Our Technical Support Engineers are all Solution and Services experts available via email and the telephone (a single number for our customers in India).
  • A Technical Support Engineer will take ownership of a customer’s incident until it is resolved. All incidents are logged, tracked and followed through resolution.
  • Our Technical Support Engineers are trained on a set of remote access and management tools to assist customers.
  • Nevales Technical Support augments the built-in security that each Nevales integrated security appliance has including:
    • Automated software updates
    • Automated software upgrades
    • Automated IPS signature updates
    • Automated anti-virus and anti-spam rule updates
  • Look for planned enhancements to the Nevales Support website including online knowledgebase and other tools.
  • The Technical Support Engineer is your focal point for all your post sales technical support needs.

24x7 Support Hours

Nevales Technical Support is available 24x7 year-round. Nevales Networks is committed to ensuring that we are here to help with your network security infrastructure.


Instant Access to Technical Support

Nevales Technical Support is easily accessible via email or the telephone. For our customers in India, a single number is available.

Region Email Telephone
INDIA support@nevales.com + 91 22 4236 4444


Assured Response Times

We target to answer all incoming telephone inquiries. Response time within one hour. For email requests, replies will be made within four hours.

Resolution Time
Internet not working - 2 hours
Any Policy changes - 24 hours
Any changes due to change in network or new feature to be implemented - Pre-planned activity mutually decided between customer and support team


Defined Escalation Path

In the event a customer needs additional levels of responsiveness, they may escalate their concerns to the following people:

Technical Escalation List (Complete Contact Information – Provided at the time of customer installation)

 
 
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