Technical Assistance

Telephone Support is available to TrustELI Customers and Partners who have registered TrustELI Systems that are covered by Warranty or an Eli Assure Managed Services Agreement.

Certified Customer Support Specialists are available 24 hours a day, 7 days a week to respond to information requests, troubleshoot system problems, restore systems by providing workarounds and fixes, and arrange hardware replacements if necessary. Email Support is available 24 hours a day, 7 days a week.

Hardware Support

Hardware replacement is standard as part of and Eli Assure Managed Services Agreement. Replacements are sent via standard surface mail after an RMA has been issued. If the customer does not return the defective box within the specified period, they will be charged a replacement fee, in the amount of the value of the new appliance plus shipping.

Advance hardware replacement is offered under the terms of an extended TrustELI support contract. Customers with advanced hardware replacement will receive a replacement within 24 hours of the issuance of an RMA, via next-day delivery.

Software Maintenance

From time to time, TrustELI will provide firmware maintenance releases. All customers for registered products covered by warranty or an Eli Assure Managed Services Agreement are entitled to firmware maintenance releases. These releases will provide new features, functionality improvements and bug fixes. New releases are delivered electronically via TrustELI’s Protection Distribution Network, which either “pushes” the updates to registered TrustELI appliances as soon as they are available, or provides them upon request.

Security Updates

TrustELI continually provides real-time updates for protection against viruses, spam, and other threats as well as updates to content filter definitions. These updates are made available to customers for registered products covered by warranty or an Eli Assure Managed Services Agreement. The updates are delivered electronically via TrustELI’s Protection Distribution Network, which either “pushes” the updates to registered TrustELI appliances as soon as they are available, or provides them upon request.