Enlightec Ltd.
Class 042 · Services Class 009 · Goods Brighton · Alton · DeSoto · since 1997

Class 042 · Technical support

Support

Someone who already knows your estate, picking up the phone. Support is where a supplier relationship is actually tested, so it is worth being precise about how ours works — before you need it.

Call (314) 356-9910 Arrange a discovery pass

Intake

How to reach us

Three routes in. All of them create a ticket; none of them lose the history.

Telephone

Fastest

For anything stopping work now. Call (314) 356-9910. Outside covered hours the line takes a message that is checked, not a void.

Email

Traceable

For anything with detail, screenshots or logs attached. Write to support@enlightec.com and the thread becomes the record.

Site visit

Hands on

For faults that need to be touched: cabling, hardware replacement, commissioning, and anything a remote session cannot see.

Triage

Severity, defined before you need it

Severity is set from business impact, not from how loudly it is reported. Response targets against each level are agreed in your engagement.

Severity model
Level Definition Example Handling
S1 · Critical Business stopped. No workaround. Site network down; server failed; ERP unavailable in working hours Worked continuously until service is restored or downgraded
S2 · Major Significant function lost, or a workaround exists but costs real time. One switch down with redundancy holding; backup jobs failing Worked in covered hours until resolved
S3 · Minor Single user or single function affected. Work continues. A workstation fault; a peripheral not pairing; a permissions question Scheduled into the next available slot
S4 · Planned Change, upgrade or request with no fault attached. New starter build; firmware campaign; a new VLAN Scheduled, with a change window agreed in advance

Escalation is written down. If an S1 is not moving, it goes to the principal engineer and then to the vendor’s own support channel or RMA process — and you are told which stage it is at, not asked to chase it.

Telephone · Email · Site visit ALL THREE RAISE A TICKET Business impact? NOT VOLUME OF SHOUTING STOPPED DEGRADED / PLANNED S1 · worked continuously UNTIL RESTORED OR DOWNGRADED S2–S4 · scheduled COVERED HOURS · CHANGE WINDOW Restored? NO Principal engineer NAMED · NOT A QUEUE Vendor support / RMA WE CHASE IT, NOT YOU FIX RETURNS TO THE SAME ENGINEER YES Closed WRITTEN CAUSE Asset register and documentation updated the same day
What happens after you call. The part worth reading twice is the escalation path: an S1 that is not moving reaches a named engineer and then the vendor, and you are told which stage it is at rather than asked to chase it.

Coverage

Named-platform support

Where the vendor names on our trademark filing turn into actual competence.

Cisco

042

Catalyst, ISR/ASR and ASA platforms. Configuration under version control, IOS and IOS-XE upgrade planning with rollback, VLAN and routing changes, ACL and NAT work, and packet-level diagnosis when a link is up but traffic is not.

Juniper

042

EX, SRX and MX platforms. Junos candidate configurations, commit confirmed, security policy and zone design, routing protocol troubleshooting, and staged upgrades against a tested rollback.

Intel

042

Xeon and Core platforms, server boards, NICs and storage controllers. Firmware and microcode currency, memory and thermal validation, driver stack, and performance investigation where the bottleneck is not where it looks.

AMD

042

EPYC and Ryzen platforms and Radeon graphics. BIOS/AGESA currency, memory population rules, NUMA and virtualisation feature configuration, and stability testing under sustained load.

NVIDIA

042

Professional and data-centre graphics. Driver branch selection and pinning, CUDA toolchain, multi-GPU configuration, application certification checks, and thermal headroom in the chassis it is actually installed in.

Logitech

042

Keyboards, pointing devices, headsets and conference-room hardware. Fleet deployment, receiver and pairing management, firmware campaigns, and room commissioning that survives the first meeting.

Onboarding

Before the first ticket

A support arrangement that starts with a discovery pass costs less and breaks less than one that starts with an outage.

  1. 01

    Discovery

    We walk the estate: what is installed, what it is running, what is out of warranty, what is out of support, and what is quietly load-bearing.

  2. 02

    Documentation

    Diagrams, asset register, credentials in a managed store, and the dependency notes that usually live only in one person’s head.

  3. 03

    Remediation plan

    What must be fixed now, what should be scheduled, and what can be left alone — with the risk of leaving it stated plainly.

  4. 04

    Coverage agreement

    Hours, severity targets, escalation path and what is in and out of scope, written down and signed before we start answering calls.

Arrange a discovery pass