Scigilian Support

Scigilian offers an infrastructure that guarantees availability of support when you need it. We aim to help you optimize your investment. Our support professionals are dedicated to quickly diagnose problems, performance issues and reports to ensure that our solutions are to the highest standards.

Support for technical issues will be available for the following customers:

• Term license users
• Users still within the 60 day pilot period

Multi-tiered

Technical support is subdivided into tiers, or levels, in order to better serve your business and customer base. The multi-tiered support system provides the best possible service in the most efficient possible manner. Scigilian’s support structure revolves around a three-tiered technical support system where Level 1 is usually implemented in your own organisation.

Level 2:

An in-depth technical support containing experienced and knowledgeable professionals on a Scigilian product or service accessible to your Tier 1 support. Level 2 support offers administrative level support, advanced technical troubleshooting and analysis methods.

Level 3:

highest level of support responsible for handling the most difficult or advanced problems. Level 3 is the back-end support responsible for assisting Level 2 and accessible to your Tier 1 support. This level of support will conduct research and develop solutions to new or unknown issues.

Email

You can email support@scigilian.com (include your customer number for Support eligibility) for questions.

Telephone

1-855-558-1699 (available to technical representatives in your organization)

Availability for emergencies
(Severity 1): Anytime

Other issues and questions

Customers can call Monday-Friday: 8 AM-6PM EST (except holidays)